Skip to content

TRUST & POLICIES

Agent Policy

Last updated: April 15, 2026

Critical to trust: a clear, plain-English account of how the agent acts on your behalf and where the limits are.

On this page
  1. What the agent will do
  2. What the agent will not do
  3. Capability limits
  4. Human oversight
  5. Transparency
  6. Reporting agent behavior

What the agent will do

  • Negotiate on your behalf within the scope you've authorized (e.g., for medical bills, with the specific merchant of the specific bill)
  • Communicate with merchants via phone, email, SMS, or web forms
  • Quote market data and reference past negotiations to support its arguments
  • Disclose that it's representing you — it's not deceiving anyone
  • Bring you settlement options for your approval
  • Pay merchants on your behalf once you approve a settlement
  • Follow up with merchants for you (we handle the chasing)

What the agent will not do

  • Lie about you, the merchant, or market data — fabrications are forbidden
  • Impersonate you in ways you haven't authorized — we identify ourselves as Mumm representing you
  • Commit you to anything without your explicit approval
  • Disclose your information to anyone except the specific merchant for the specific negotiation
  • Engage with merchants who are abusive, threatening, or asking for sensitive info we shouldn't provide
  • Negotiate things you haven't asked us to negotiate
  • Continue working a case after you've cancelled it

Capability limits

  • The agent has playbooks for common categories (medical, travel, auto, contractors, insurance, subscriptions). For unusual situations, the agent escalates to a human Mumm operator who reviews and may take over.
  • The agent has cost limits per negotiation. If a negotiation requires unusual time/effort, we'll let you know rather than silently giving up.
  • The agent only places voice calls during business hours in the merchant's local timezone (9am–8pm) unless you've specifically requested otherwise.

Human oversight

  • A human Mumm operator reviews any negotiation flagged as low-confidence
  • Humans can take over from the agent at any time
  • All agent actions are logged and reviewable

Transparency

  • You can see every action the agent has taken on your dashboard
  • Full transcripts of every call and email are available to you
  • You can request a complete audit trail of any negotiation any time

Reporting agent behavior

If the agent does something you think is wrong, contact us at agent@mumm.com. We take this seriously. We review every report.