Platform
CareTrack runs the assistance file from the first call to the closing statement.
Our operating platform for medical and travel assistance companies. Intake, cover, the guarantee of payment, the claim, the settlement and the explanation of benefits sit on one platform and one case timeline.
- Medical assistance companies
- Travel insurers and TPAs
- In-house assistance desks
Case CT-2026-000418
Inpatient admission · Bangkok
Guarantee of payment
GOP-2026-000123- Draft
- Issued
- Sent
- Acknowledged
Not acknowledged yet. Assume the hospital is still asking the patient to pay.
Billed against the guarantee
EURBills in other currencies are shown separately and never converted.
Prepared by
Case coordinator
Approved by
Finance lead
Walkthrough
See a case go from the first email to settlement.
A narrated tour recorded on the live platform with a demonstration company: the desk, intake, the case, guarantees of payment, bill review and settlement, the rota, and AI that prepares work for a person to approve.
Who it is for
For the companies between the traveller, the hospital and the insurer.
Medical assistance companies
Emergency cases across time zones, guarantees issued to hospitals you have never worked with, and an insurer who will ask about every figure.
Travel insurers and TPAs
Out-of-pocket claims adjudicated at volume, with a reason recorded against every line that is reduced.
In-house assistance desks
A rota that never closes, a duty doctor at every hour, and a morning handover that shows what nobody picked up.
How a case runs
Everything hangs off the case.
One traveller, one incident, one coordinator. Every other record in CareTrack is something the case needs or something it produces.
While the patient is abroad
Usually while they are still in hospital.
- 01
Intake
A case opens in the first minute of a call, or from an email in the intake queue: patient, trip, service type and the date of the incident.
- 02
Cover and guarantee
Cover is checked as of the date of service. The guarantee of payment is drafted, issued and sent to the hospital from your own mailbox, and the hospital’s acknowledgement is tracked.
After discharge
Mostly financial work.
- 03
Collecting
The claim gathers the itemised bill, invoices and medical reports.
- 04
Scrubbing
Charges are checked line by line. Line items lock when the file goes to the auditor.
- 05
Audit
A reviewer compares the bill with the guarantee and approves, partly approves or rejects it. Every reduction needs a reason.
- 06
Settlement
One payment to one payee, prepared by one person and released by another. The claim is settled only when the payment is confirmed.
- 07
Explanation of benefits
The closing statement shows billed, guaranteed, allowed and paid amounts, fixed when it is issued. Issuing it closes the file.
Reimbursements run alongside audit and settlement for travellers who have already paid: receipts are entered as lines and each line is decided on its own.
Modules
Switch on the modules you run.
Each module is enabled per company, on shared services for access, audit, documents and notifications.
Case management
Every assistance case from the first call to closure: patient, trip, clinical record, transport legs and one timeline.
Guarantees of payment
Drafted, issued, sent to the hospital and compared with what the hospital actually bills.
Claims
Collection, scrubbing, audit and adjudication, with an appeal path that keeps the history on the file.
Settlements and EOB
Payments approved by a second person, exactly one payee, and a closing statement with totals fixed at issue.
Reimbursements
For travellers who already paid: receipts as lines, decided line by line, with a reason for every reduction.
Workforce and attendance
Rosters, shifts, attendance, leave, on-call rotas and handover for a desk that runs around the clock.
Communications
Connect the company mailbox and WhatsApp numbers. Incoming messages are filed on the case and replies go out the same way.
Reporting
Case volumes, cases opened and closed each month, coordinator performance and the financial position.
AI in CareTrack
AI prepares the work and a person approves it.
The platform works without AI. Where a company switches it on, AI prepares drafts and every decision stays with your team.
Intake queue
AI reads the email and its attachments and fills in patient, policy and treatment details. Each value has to quote its source in the message or it is dropped. Nothing becomes a case until a person approves it.
Case copilot
Answers questions on a case and prepares notes, tasks, email drafts and guarantees. It works with your access, shows exactly what it will write, and does nothing until you approve.
Hotline assistant
Answers in the caller’s language and says it is an AI. It verifies the caller by policy number and date of birth and hands over to the person on call. It never opens a case, promises cover or authorises treatment.
Your administrator decides
AI stays off until an administrator switches it on, one capability at a time. Clinical data is a separate decision, no model is trained on your data, and one switch turns it all off.
Controls
Rules the platform enforces.
These controls exist in the product today. Each one makes a costly mistake on an assistance file harder to make.
A separate database for each company
Each customer’s data sits in its own database, created at onboarding. A query cannot return another customer’s records because they are not in that database.
Payments need a second person
The person who prepares a payment cannot approve it. The platform refuses and names the control. No bank account details are stored in the platform.
A claim settles when money moves
Settled and closed cannot be chosen by hand. They are set by a confirmed payment and an issued statement.
Currencies are kept apart
Amounts in different currencies are never added together. There is no exchange rate table, so no total rests on a rate nobody agreed.
Clinical detail has its own permission
Opening a case does not show the diagnosis, allergies or medication. The timeline names the clinical fields that changed but never their values.
Every change is audited
Each change records who made it and what happened, in your company’s own database, with an id that links it to every log line it produced.
FAQ
About CareTrack
Who is CareTrack for?
Medical and travel assistance companies, travel insurers and TPAs that adjudicate claims, and insurers that run their own assistance desk.
Do we have to use every module?
No. Each module is switched on per company. If you do not handle reimbursements, for example, your team never sees those screens and you do not pay for them.
Where does our data live?
In a database created for your company alone, in a single named region, with documents in object storage under the same account. A restore only ever touches your company’s database.
Is CareTrack certified against ISO 27001 or SOC 2?
Not at present, and we do not display badges we have not earned. We can answer your security questionnaire against the controls in the product, walk your team through the access model and give you a written description of how data is processed.
Does the AI make decisions?
No. AI prepares work, such as a draft case from an email or a note on a case, and a person approves it. A guarantee drafted by AI must still be issued by a person, and an email never moves money.
Can we see it with one of our own cases?
Yes. Book a walkthrough and bring a real file. We will take it through intake, the guarantee, charges, adjudication, settlement and the closing statement.
Next step
Bring one of your own files and we will walk it through CareTrack.
Sthiram · Efficiency with stability