Privacy Policy

Who we are

Remedy Support is a service of Neurvana AI, LLC. This policy covers remedy.support and appeals.remedy.support.

What we collect

• Site usage data on remedy.support through Google Analytics: pages viewed, clicks, approximate location, and device and browser type.
• Standard server logs kept by our hosting provider, Google, as part of running the sites: the address of the device that made a request, the page requested, and the browser type.
• Explain My Denial inputs: the details you review and confirm on the review screen. They are used to generate your explanation and are not stored by Remedy Support after you receive it.
• A one-way hash of your IP address and a request count, kept by Explain My Denial to limit abuse. It does not include the details you enter.
• Email you send us. We keep it as long as needed to respond.
• Phone messages, if you leave one on our automated message line: the recording and transcript, and the name and reply phone number or email you give. We use them only to reply. To have a message deleted, email compliance@remedy.support.

What we do not collect

Accounts, payment information, identity documents, health records, or signatures. Files you add to the appeal letter generator or to Explain My Denial are read in your browser and are not uploaded to us.

Documents you add to a tool

The appeal letter generator can read a denial notice or Explanation of Benefits that you add. The reading happens in your browser, using software that is part of the page. The file, the text read from it, and the details you enter are not sent to Remedy Support or anyone else, and they are not saved. They are gone when you close or leave the page. Reading a document can be wrong, so the generator shows each detail it found for you to check.

Cookies and similar technologies

remedy.support uses Google Analytics, which sets cookies in your browser to count page views and clicks. We do not use it for advertising, and we use no advertising pixels. Nothing you type into a tool is sent to Google Analytics. appeals.remedy.support, where the tools run, sets no cookies and uses no analytics. Fonts and the software the tools run on are served from our own sites, not from another site.

How we use information

To generate the explanation you request, to understand how the site is used, to respond to messages, and to keep the site secure.

Who receives information

Our hosting, AI and voice service providers, listed on the Security page, process data on our behalf to run the tools. Google Analytics receives site usage data from remedy.support. We do not sell personal information. We disclose information when the law requires it.

Health information

Explain My Denial is designed so that you do not need to provide names, member IDs, or other identifying details. Details about your denial that you enter there are used only to generate your explanation. The appeal letter generator does ask for details such as your name and member ID so that it can fill in your letter. Those details stay in your browser and are not sent to us.

Changes to this policy

If we make material changes to this policy, we will update the effective date at the top of this page. Continued use of this site following any changes constitutes acceptance of the updated policy.

Contact

For privacy questions or concerns, contact us at compliance@remedy.support.