Security

What we do not collect

• Accounts, passwords, or payment information
• Your name, date of birth, member ID, address, phone number, or email as part of using Explain My Denial
• Copies of your documents. A file you add to a tool is read in your browser and stays on your device.

What the tools do with what you enter

Explain My Denial reads your file in your browser. The details you review and confirm (denial reason, codes, insurer, plan type, dates of service, and the stated deadline if you enter one) are sent over an encrypted connection to generate the explanation. Remedy Support does not store what you enter after you receive your answer.

To limit abuse, the tool keeps a one-way hash of your IP address and a count of recent requests. It does not keep the details you enter.

The appeal letter generator reads a file you add in your browser, using software served from our own site. It pulls out details such as a claim number and dates and shows them for you to check. The file, its text, and everything you enter stay in your browser and are discarded when you close or leave the page. The page is set to load scripts, images and connections from our own site only, and it blocks forms and frames.

Where processing happens

The explanation is generated by a Google Gemini model accessed through Google Cloud Vertex AI. Both sites are hosted on Google Firebase Hosting. Google keeps standard server logs for the sites, such as the address of the device that made a request and the page requested.

The public website

remedy.support uses Google Analytics to count page views and clicks. It is not used for advertising, and there is no advertising pixel. Nothing you enter into a tool is sent to it. The tools on appeals.remedy.support use no analytics, advertising pixels, or session replay, set no cookies, and load nothing from another site. Fonts, and the text-recognition software that Explain My Denial and the appeal letter generator use, are served from our own sites.

The automated message line

Calls to our automated message line are answered by an automated assistant that runs on Retell AI, which uses a third-party language model, over phone service provided by Twilio. Retell records and transcribes the call. The assistant asks only for a name, a way to reply, and a short reason. It does not ask for health details, and it does not give advice or answer questions about a denial.

Reporting a concern

Email compliance@remedy.support with the subject line "Security".