Last Updated: July 15, 2026

This Privacy Policy explains how NexLevel Direct, LLC d/b/a Charter-Care ("Charter-Care," "we," "our," or "us") collects, uses, shares, protects, and retains Personal Information when you use our Services.

For purposes of this Privacy Policy, "Services" means the Charter-Care website, online forms, landing pages, telephone and electronic communications, and any other products, services, or communications that reference this Privacy Policy.

Charter-Care operates a consent-driven platform that helps connect individuals who request information about Medicare-related insurance products and services with licensed insurance agents, insurance agencies, insurance carriers, and other organizations authorized to respond to those requests.

Charter-Care is a consent-driven marketing platform, lead routing platform, and compliance-focused organization. We are not an insurance company, insurance agency, licensed insurance producer, enrollment platform, or government agency. We do not issue insurance policies, determine eligibility for insurance coverage, recommend insurance products, or make enrollment decisions. Those services are provided by licensed insurance professionals and applicable insurance carriers.

For purposes of this Privacy Policy, "Personal Information" has the meaning assigned under applicable privacy law and generally includes information that identifies, relates to, describes, is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, to you.

Information We Collect

Charter-Care collects Personal Information when you request information through our Services, communicate with us, or otherwise interact with our website. We also collect information automatically through your use of our Services and receive information from trusted third parties that support our Services.

Information You Provide

When you request information through Charter-Care, we collect the Personal Information you choose to provide. Depending on your interaction with our Services, this may include your name, telephone number, email address, mailing address, ZIP code, date of birth or age, Medicare eligibility information, preferred method of communication, and other information you voluntarily provide. We collect only the information reasonably necessary to provide our Services.

Communications

If you communicate with Charter-Care by telephone, email, SMS text message, web form, or another communication channel, we may retain records of those communications. Telephone calls may be recorded. We may also retain emails, text messages, voicemail messages, and customer service notes related to your request or our Services.

Consent Records

Because Charter-Care operates a consent-driven platform, we maintain records documenting your request and your authorization to be contacted. These records help us demonstrate compliance, investigate disputes, prevent fraud, respond to regulatory inquiries, and satisfy legal and contractual obligations.

Information Collected Automatically

When you visit our website or interact with our Services, we automatically collect technical information such as your IP address, browser type and version, device type, operating system, pages visited, referring website, date and time of your visit, cookie identifiers, advertising identifiers, and similar information generated through your interaction with our Services.

Information We Receive from Third Parties

Charter-Care may receive Personal Information from trusted service providers that support our Services, such as consent verification providers, communications platforms, analytics providers, advertising partners, and other technology providers. We use this information only for the purposes described in this Privacy Policy and in accordance with applicable law.

How We Use Personal Information

Charter-Care uses Personal Information to provide our Services, respond to your request, communicate with you, operate and improve our Services, document and verify consent, maintain quality and compliance, detect and prevent fraud, protect our systems, and comply with applicable legal, contractual, and regulatory obligations.

Responding to Your Request

When you request information, Charter-Care uses your Personal Information to review and route your request to one or more licensed insurance agents, insurance agencies, insurance carriers, or other organizations authorized to respond to it.

Communicating With You

We use Personal Information to communicate with you regarding your request, answer questions, verify information when appropriate, provide customer support, and send other communications related to the Services you requested. Depending on the consent you provide and applicable law, these communications may occur by telephone, email, SMS text message, or other legally permitted methods.

Operating Our Services

We use Personal Information to operate, maintain, secure, and improve our Services, including administering our website, troubleshooting technical issues, analyzing performance, measuring marketing effectiveness, and improving the user experience. We may also use aggregated or de-identified information for analytics and operational purposes.

Quality Assurance and Compliance

We use Personal Information to monitor service quality, review communications, investigate complaints, document consent, prevent fraud, verify compliance with applicable laws and contractual obligations, and maintain appropriate business records.

AI-Assisted Processing

Charter-Care may use AI-assisted technologies to support call transcription, summarization, quality assurance, compliance monitoring, fraud prevention, workflow management, and operational reporting. AI assists our personnel but does not make insurance recommendations, determine insurance eligibility, or make enrollment decisions.

When We Share Personal Information

Charter-Care shares Personal Information only as necessary to provide our Services, fulfill your request, operate our business, comply with legal obligations, or as otherwise described in this Privacy Policy. We do not share more Personal Information than is reasonably necessary for these purposes.

Licensed Insurance Professionals

When you request information through Charter-Care, we may share your Personal Information with licensed insurance agents, insurance agencies, insurance carriers, and other organizations authorized to respond to your request. Once your information is shared, each organization is responsible for its own privacy practices.

Service Providers

Charter-Care works with trusted service providers that support website hosting, communications, consent management, customer relationship management, call routing, analytics, fraud prevention, technical support, and other operational functions. These providers may access Personal Information only as necessary to perform services on our behalf and are required to protect the information they receive.

Legal Requirements

Charter-Care may disclose Personal Information when we believe doing so is necessary to comply with applicable law or legal process, respond to lawful government requests, protect our legal rights or property, investigate suspected fraud or unlawful activity, or protect the safety and security of consumers, business partners, or others.

Business Transactions

If NexLevel Direct, LLC is involved in a merger, acquisition, financing, corporate reorganization, or the sale of all or part of its business or assets, Personal Information may be transferred as part of that transaction, subject to applicable law.

Charter-Care does not sell Personal Information for monetary compensation. We share Personal Information only as described in this Privacy Policy or as otherwise permitted or required by applicable law. California residents should review our California Privacy Notice for information about California-specific definitions and opt-out rights.

Cookies and Similar Technologies

Charter-Care uses cookies, pixels, web beacons, and similar technologies to operate our Services, remember preferences, analyze website performance, improve user experience, document consumer interactions, and measure advertising effectiveness. Some technologies are necessary for our Services to function properly, while others support analytics and advertising.

We use technologies provided by companies such as Google, Meta, Ringba, TrustedForm, and other providers that support website functionality, analytics, advertising, communications, and consent management. Most web browsers allow you to control or disable cookies through browser settings, although doing so may affect the functionality of our Services. For additional information, please review our Cookie Policy.

Browser Privacy Signals

Some browsers offer privacy signals such as Do Not Track or Global Privacy Control. Because there is no universally accepted standard for Do Not Track signals, Charter-Care does not currently respond to them. We process legally recognized opt-out preference signals, including Global Privacy Control, where required by applicable law. Additional California-specific information will be provided in our California Privacy Notice.

Your Privacy Rights

Applicable privacy laws may provide you with rights regarding your Personal Information, including rights to request access, correction, deletion, or portability and to opt out of certain uses where required by law. You may also have the right to appeal certain privacy request decisions. Exercising your privacy rights will not result in unlawful discrimination.

To exercise an applicable right, contact us using the information at the end of this Privacy Policy. We may request information necessary to verify your identity before responding. California residents should also review our California Privacy Notice.

Protecting Personal Information

Charter-Care maintains administrative, technical, and physical safeguards designed to protect Personal Information that are appropriate to the nature of the information we collect and the risks associated with its processing. Although no method of electronic transmission or storage can be guaranteed to be completely secure, we continually evaluate and improve our security practices.

Information Retention

Charter-Care retains Personal Information only for as long as reasonably necessary to fulfill the purposes described in this Privacy Policy, comply with applicable legal obligations, resolve disputes, enforce our agreements, and protect our business, consumers, and business partners. Retention periods depend on the nature of the information, the purpose for which it was collected, applicable legal requirements, and legitimate business needs.

When Personal Information is no longer required, Charter-Care securely deletes, anonymizes, or otherwise disposes of it in accordance with our record retention practices and applicable law.

International Data Transfers

Charter-Care operates from the United States. Depending on the service providers we use, Personal Information may be processed or stored in countries other than the country where it was originally collected, including the United States. When Personal Information is transferred internationally, Charter-Care takes reasonable steps to help ensure that appropriate safeguards are in place consistent with applicable law.

Third-Party Websites

Our Services may contain links to websites or services operated by third parties. Charter-Care is not responsible for the privacy practices, content, or security of those third-party websites or services. We encourage you to review the privacy policy of every website you visit before providing Personal Information.

Children's Privacy

Charter-Care's Services are intended for individuals who are at least 18 years of age. We do not knowingly collect Personal Information from anyone under 18. If we become aware that we have collected Personal Information from a person under 18, we will take reasonable steps to delete it in accordance with applicable law.

Changes to This Privacy Policy

Charter-Care may update this Privacy Policy from time to time to reflect changes in our Services, business practices, technology, or legal requirements. When we make material changes, we will update the Last Updated date at the beginning of this Privacy Policy and provide any additional notice required by applicable law.

Related Trust Center Documents

• Terms of Service

• Cookie Policy

• Consent to Communications (TCPA Disclosure)

• California Privacy Notice /DNC (CCPA)

Contact Us

If you have questions about this Privacy Policy or would like to exercise your privacy rights, please contact us:

NexLevel Direct, LLC d/b/a Charter-Care
405 Madrona Way NE #20
Bainbridge Island, WA 98110

Email: [email protected]
Phone: (206) 657-6611

If you submit a privacy request, we may request additional information to verify your identity. We will respond to verified requests within the timeframes required by applicable law.