Assistance company
Mega Assistance
A leading assistance company using Sthiram technology solutions to improve the efficiency of its operations.
- Technology solutions
Travel & International Health Insurance
From the first call to the final payment.
AI voice agents, claims agents and a 24/7 multilingual team working on the same case, while your medical and claims professionals make the decisions.
- Travel insurers
- IPMI
- Assistance companies
- TPAs
- Cost containment
Assistance case
Medical emergency · Lisbon
EmergencyTravel policy · active
Illustrative assistance case handled by agents and people together:
- Voice agent (AI agent): Call answered · policy verified · case opened
- Coordinator (person): Took over the emergency · ambulance confirmed
- GOP agent (AI agent): Guarantee of payment drafted from hospital estimate
- Case manager (person): Approved the guarantee of payment
- Follow-up agent (AI agent): Called hospital · medical report requested
- Intake agent (AI agent): Invoice translated · line items extracted
- Bill reviewer (person): Confirmed adjustments with reasons
- Update agent (AI agent): Family updated in their language
Who we serve
Who we work with
When a traveller or member has a problem abroad, your operations team has to respond quickly. We help you respond faster and with more care, at a lower cost.
Travel insurers
Faster first notice, cleaner claims and proactive customer updates.
IPMI providers
Multilingual claims intake, bill review and adjudication support for members worldwide.
Assistance companies
Voice agents and a 24/7 desk that handle busy periods while keeping a person available for every caller.
Third-party administrators
Claims processing and cost containment, run as a managed service.
Cost-containment firms
Bill-review agents that prepare the evidence so reviewers can focus on judgement.
MGAs & underwriters
Operations capacity and custom agents without building a back office from scratch.
What we deliver today
Services available today
Each service is tagged to show whether it is delivered by an agent, by our team, or by both.
- Agent
AI voice agents
Inbound first notice and outbound provider and customer calls in multiple languages, around the clock, with warm handoff.
Details - Team
24/7 multilingual assistance desk
Trained people who pick up when an agent hands over, or run the line while you pilot.
Details - Agent + Team
Claims processing
Intake, multilingual invoice OCR, data entry, adjudication support and QA.
Details - Agent + Team
Cost containment
Bill review, repricing support, duplicate and FWA flags, and GOP processing.
Details - Agent
Custom AI agents & platforms
Agents and the portals around them, built for your workflow and integrated with your systems.
Details
The claims journey
Where agents help and where people decide
Select a stage to see the challenge, the agent we build, the human checkpoint, and how it is delivered. Gold dots mark stages where voice agents work.
Assistance & care
First notice & assistance intake
Calls spike without warning across time zones. Every minute spent collecting policy numbers and locations is a minute not spent helping someone who is unwell abroad.
What we aim for
- Complete case data from the first call
- No caller waits for a basic intake
- Coordinators start with the case details already captured
AI agent
Autonomy: Act within limitsInbound voice agent
- Answers inbound calls around the clock in the caller's language
- Verifies the policy and eligibility against your systems
- Captures location, symptoms or incident details as structured case data
- Triages urgency and opens the case in your case-management system
TelephonyPolicy administrationCase management
Person in the loop
Sthiram's 24/7 assistance desk, or your coordinators
Instantly, with a summary, on any emergency, sign of distress, low confidence, or when the caller asks for a person.
Delivered as
Agent + Sthiram team
We build the agent and our own trained team runs the human side, around the clock.
Sthiram team: 24/7 multilingual assistance desk
AI voice agents
How our voice agents handle a call
The voice agent handles the routine part of the call. When a person needs to step in, they receive a summary so the caller does not have to repeat anything.
Hands off to a person when
- A caller reports an emergency or shows signs of distress
- The caller asks to speak to a person
- Its confidence drops below the threshold you set
- The caller may be vulnerable
- A medical, coverage or complaint question comes up
Inbound assistance call
Voice agent · live
EN
Illustrative call between a traveller and an AI voice agent:
- Voice agent: Hello, you've reached the assistance line. I'm an AI assistant and a coordinator is always available. How can I help?
- Caller: My husband collapsed at our hotel. We're in Lisbon.
- Voice agent: I'm sorry to hear that. I'm getting help now. Can you confirm the policy holder's surname?
- Caller: Moreau. The policy's under my name.
- Voice agent: Thank you. Is he conscious and breathing?
- System: Emergency detected → transferring to on-call coordinator with case summary
Guardrails
What agents do and what people decide
In travel and health insurance, decisions affect people at difficult moments. These rules are part of every agent we build.
People always decide
- Medical decisions and fitness to fly
- Every guarantee of payment
- Every claim denial
- Fraud determinations
- Anything involving a vulnerable customer
Agents never
- Deny a claim on their own
- Make a medical judgement
- Act outside the limits you set
- Hide that they are an AI
Clients
Our clients
We work with assistance companies and healthcare organisations.
Also trusted by
Where to start
Ways to start
Each option uses your own anonymised data or a live line, with people ready to take over.
Voice first-notice pilot
Put a voice agent on an overflow or after-hours line, with our desk ready to take over.
Multilingual intake on a sample batch
Send us a batch of real, anonymised claims and see them come back structured.
Cost-containment review
We review a cohort of closed claims and show where line-item review would have helped.
Managed desk overflow
Our 24/7 multilingual team absorbs peaks while you evaluate agents.
Governance
Built for regulated, cross-border data.
- ISO 27001 & 9001 lead-auditor led
- Privacy by design
- EU AI Act-aware
- Data residency
FAQ
Questions we hear from insurers and assistance companies.
Do you replace our assistance coordinators or claims handlers?
No. Agents take on repetitive work such as intake, follow-up calls, data entry and status updates. Your coordinators, medical officers and adjudicators then have more time for the decisions that need them.
Can you work with our existing case-management and claims systems?
Yes. Agents and our teams work inside your systems through APIs, with automation fallbacks where APIs are not available.
Do you handle medical invoices in different languages and currencies?
Yes. Our intake agent classifies, translates and extracts line items from invoices in multiple languages, converts currencies, and routes low-confidence fields to our reviewers.
Do you provide repatriation or air ambulance services?
No. We can build agents that help coordinate your transport partners with checklists, quotes, timelines and updates. The service itself is delivered by your partners.
How do we start?
Usually with a focused pilot, such as a voice agent on an after-hours line, intake on a sample batch of claims, or a cost-containment review. Book a meeting and we can discuss the options.
Meet us in person
ITIC Global 2026, Istanbul
1 to 5 November 2026 Swissôtel The Bosphorus
Next step
Meet us at ITIC or book a call
Tell us about a call type, claim type or review step you want to improve, and we will show you what our agents and team could do.
Sthiram · Efficiency with stability