Never a shared portal password
Last updated: October 28, 2026
The short version
We never ask for, store or use your own distributor or manufacturer portal logins. On Desk, your admin adds Claimtorch as its own user on your portal account, and you can remove us anytime. Your account stays yours.
How added-user filing works
- We set up a Claimtorch email address just for your shop.
- Your admin adds a new user with that address on your portal account, the same way you'd add a new office hire. Where the portal offers user roles, you choose what that user can do.
- The portal emails that user directly, including its sign-in codes. Those emails come to us, never through your inbox.
- We file your claims as that user, never as you.
Where a portal doesn't allow an added user, we use the distributor's own forms or prepare the packet for your office to submit.
What we never do
- Ask for, store or use your own portal login.
- Keep a password vault of shop logins.
- Read your email inbox.
You stay the owner
The portal account is yours. Your admin can remove the Claimtorch user anytime, and we can no longer file on that account. On Assist, and on any portal we don't file through, the Submit click stays yours.
Where we file
- Desk: ServiceBench, LennoxPros, Warranty Express, ComfortSite and Rheem/Ruud, once your admin adds Claimtorch as its own user.
- Desk on distributor-filed routes: Ferguson and Johnstone, with your written authority. York and Coleman go through your distributor.
- Assist (default): we prepare a ready-to-file packet. Your office reviews it and clicks Submit.
- Every other portal: we prepare the packet and your office submits it, on every plan.
What we receive
Only what you send us: the nameplate photos, notes and job paperwork you email to Claimtorch. On Desk, also the portal emails sent to the Claimtorch user, such as claim status and sign-in codes.
More detail
Our privacy policy covers what we receive, how we use it, who we share it with and how long we keep it. Questions? Use the contact form on our homepage.