Matthew G. Callahan, The Family Agent
Branch Owner & Agent
512-281-3769
512-285-7760
mcallahan@twfg.com
844-687-1692
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At the end of the day, TWFG is a company that cares. We care about our customers, their customers, their families, and the communities in which they have chosen to build their lives. And we wouldn't be the company we are today without the caring people who make it possible. Those who come in every day with the hope – the goal – of making a real difference in the lives of the people we protect. We treat you like one of our own. Because you are.
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Privacy Policy
We value you, respect your privacy, and work hard to protect your personal information. Your use of the website or mobile app indicates that you agree to this Privacy Policy and our Terms of Use.
This Privacy Policy applies to personal information collected and used when you visit our website, and from your interaction with any other TWFG product or offering, such as by requesting a quote or purchasing an insurance policy.
This Privacy Policy explains how we collect, use and protect your personal information. Non-public personal information is information that identifies an individual which is not made available to the public. This information can be collected by an institution from consumer provided information, customer transactions, or providing a product/service.
What information do we collect?
We collect personal information about you in order to provide desired products and services. We use this information to give you more information about TWFG and its agents, provide quotes, issue policies, assist with and file claims, or to communicate with you about your account, policy, or service. The information we collect varies with the services and products you choose to contact us about or purchase from us. TWFG will collect personal information only in accordance with applicable laws or regulations or in response to your request for a product or service from us.
TWFG collects and uses personal information about you from information you provide to TWFG, or to our agents on applications, and in other communications (such as your name, address, telephone number, email address, birth date, driver’s license or state identification number, vehicle identification number, social security number, employment history, or education history); information from your transactions with us (such as your insurance policy number, payment history, billing address, underwriting and claim documents, telephone or voice recordings); and information from non-affiliated companies such as insurance companies, insurance underwriters, and public record databases (such as your claims history, credit reports or consumer history, court records, or arrest records). We may review insurance claims information and other loss information reports, and we may also obtain medical or financial information in relation to some types of policies.
How do we protect your information?
TWFG maintains physical, electronic, and procedural safeguards designed to protect your personal information. Only authorized representatives, employees, insurance agents and administrators are permitted to have access to that information. Access is restricted to those individuals who need to do their job or use that information to provide products or services to you.
However, no website, app, database, or system can be guaranteed to be completely secure. You also have a responsibility to take reasonable measures to protect your personal information and account information, and to not share your password with anyone.
What Information We May Disclose and To Whom We May Disclose
We do not sell your information to anyone. We do not disclose any personal information about our customers or former customers, except as permitted by law. TWFG may disclose the information we collect about you in order to deliver products and services to you, provide customer service, handle claims, protect against fraud, review claims history or administer your policy. For these purposes, we may share your personal information with insurance companies, insurance brokers, your agent, your mortgagee, our affiliated companies and others who provide services for your policy or claim. We engage third-parties to act as our service providers and perform certain tasks on our behalf in connection with delivering our products and services to you, such as processing and storing personal information, assisting with marketing, communications and advertising, processing credit card or other financial charges and providing technology services. We also may disclose information to credit bureaus or in response to subpoenas, law enforcement agencies, and other state agencies. Our business partners are legally bound to protect your nonpublic personal information.
For Employees, Branch Owners and Other Service Providers
This Privacy Policy also applies to current and prospective TWFG employees, Branch owners and other service providers. We may collect personal information (such as your birth date, social security number, driver’s license or state identification number, credit reports, or arrest records) and professional or educational information that you share with us to apply for a career with TWFG and to provide support with insurance licensing. We may use the personal information that we collect about you, or that you provide to us, to process applications and to protect the rights or property of TWFG, its clients, employees, Branches and others.
For Website Users
We do not use the tracking/collection technology, such as cookies, to collect any of your personal information. The only information we collect when you access the website is what you actually input into the site or mobile app. This includes information provided when you send a question/feedback (name, email, phone number) or zip code if you want to connect with a nearby agent.
Should you submit a comment or feedback, do not submit confidential information in the comment box. Questions or changes regarding your specific account or policy information should be made to your agent directly, not through the general questions/feedback submission page on the website.
For your convenience, links have been provided to third-party websites so that you can obtain a quote or specific policy and claims information. Should you access a link to a third-party website, you will be taken to a website that is no longer governed by TWFG and this Privacy Policy. Please refer to the third-party’s privacy policies carefully as the terms likely differ. TWFG is not responsible for third-party sites.
Our website is not intended for children’s use. We do not market products or services to children under 13 years of age, nor do we knowingly collect information from them.
Please see the TWFG Terms of Use for further notices and responsibilities that come with using our website.
For Mobile App Users
This Privacy Policy applies to the use of the TWFG Mobile app. The app is intended to provide a convenient way for you to access information about your policy, communicate with your agent, and file a claim. The only information we collect when you use the app is the information you provide in the app. Please only provide the information that is requested and take reasonable measures to protect confidential information when providing and uploading information. To use certain features of the app, camera access is required. Do not submit any unnecessary confidential information through the photo submission feature.
Using certain features of the app, such as making a payment or claim, will take you to third-party websites to complete the transaction. Should you access a link to a third-party website, you will be taken to a website that is not governed by TWFG and this Privacy Policy. Please refer to the third-party’s privacy policies carefully as the terms likely differ. TWFG is not responsible for third-party sites.
The app is not intended for children’s use. We do not market products or services to children under 13 years of age, nor do we knowingly collect information from them.
Please see the TWFG Terms of Use for further notices and responsibilities that come with using our app.
Email and Text Choices
No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
Mobile opt-in consent or phone numbers for SMS purposes will NOT be shared with third parties and affiliates for marketing purposes.
Your Rights to Access and Amend Your Personal Information
You have the right to request access to the personal information that is maintained about you to ensure that it is accurate. You can also request corrections or deletions of any personal information in our possession.
Submit a request in writing to:
The Woodlands Financial Group, Office of the General Counsel
10055 Grogans Mill Road, Suite 500
The Woodlands, Texas 77380.
The request must include your name; address; telephone number; the specific personal information at issue; the identity of the document or record that contains the disputed personal information; and the desired correction, amendment or deletion (along with any appropriate supporting documentation).
We will notify you within 30 business days after receipt of your request with all required information to notify you either that we have made the requested correction, amendment or deletion or that we will not do so and the reasons for the decision not to do so.
How can you contact us?
If you have questions about this Privacy Policy or would like to make a request, you may contact us at:
The Woodlands Financial Group, Office of the General Counsel
10055 Grogans Mill Road, Suite 500
The Woodlands, Texas 77380
or email legal@TWFG.com. Please include your name, address, email address, telephone number, and the nature or your request.
For Residents of California, Colorado, Connecticut, Utah, or Virginia
Under certain state law you are entitled to certain rights regarding your personal information. Below we have summarized your rights and how we adhere to these laws. For more detailed information regarding our practices, refer to the previous sections detailing our collection, use, and sharing practices of personal information.
You have a right to know what personal information we collect about you, how we use the information, and how we share it.
The only information we collect is what you provide to us or what you consent to us collecting. We do not use cookies or tracking software. We only collect personal information to provide you with goods and services. We do not sell your personal information. Your information is shared with only those who need it to do their jobs, provide you with goods or services, or as required by law. This includes our affiliated companies and third-parties. Contact TWFG or your agent to request the specific categories of your personal information we have collected, the pieces of information collected, the sources of collection, the purposes for which we use the information, the categories of third-parties that we share and disclose information with. We will make reasonable efforts to complete your request. This information will be provided to you for the 12-month period preceding your request, free of charge. You may request this information up to twice per 12-month period.
You have the right to have your personal information deleted, with some exceptions.
You can request that both we and our service providers delete your information. Your request may be denied if, for instance, we cannot verify your request, your information is needed to provide you with our products or services, for security practices, or to comply with legal obligations, or if personal information is certain medical information. Contact TWFG or your agent to request that your personal information be deleted. We will make reasonable efforts to complete your request. Should your request be denied, you can follow-up with TWFG to obtain the reason for denial.
You have the right to opt-out of the sale of your personal information.
We do not sell any personal information that has been collected. Therefore, you do not need to opt-out of information sales.
You have the right to non-discrimination for exercising your rights.
TWFG acknowledges and respects the privacy rights of all our customers. We care about your privacy and protecting your personal information. Most of the rights prescribed by state laws are integrated into our Privacy Policy, and we will not make you waive your privacy rights.
Changes to our Privacy Policy
We may periodically update or change this Privacy Policy. This Privacy Policy was last updated on February 5, 2025.
This Privacy Policy pertains to TWFG’s protection of your personal information. For questions regarding your insurance policy/coverage or changes to your name/address, please contact your agent.