The assistance file,
end to end.
From the call at 3am to the closing statement — intake, cover, the guarantee of payment, the claim, the settlement and the EOB. One platform, one timeline, and controls that will not let a record claim something the system cannot evidence.
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CT-2026-000418
Inpatient admission · Bangkok
Guarantee of payment
GOP-2026-000123
Draft
Issued
Sent
Acknowledged
Not acknowledged — assume the patient is still being asked to pay.
Drawdown
Reported separately. Not converted, not added — no rate here is one anybody agreed.
Settlement
- Prepared by
- A. Fernandes
- Approved by
- M. Okonjo
- Claim status
- Settles on confirmation
Who it is for
Built for the people who take the call.
CareTrack is the operating platform of an assistance company — the organisation standing between a traveller in trouble, a foreign hospital and an insurer.
Medical assistance companies
Running emergency cases across time zones, issuing guarantees to hospitals you have never worked with before, and answering to an insurer for every figure.
Travel insurers and TPAs
Adjudicating out-of-pocket claims at volume and needing a line-level reason behind every reduction — because the reduction without the reason is a complaint.
In-house assistance desks
A rota that never closes, a duty doctor at every hour, and a handover at 07:00 that has to name what nobody picked up.
The seven steps
Everything hangs off a case.
One traveller, one incident, one coordinator. Steps 1 and 2 happen while the patient is still abroad and usually still in hospital. Steps 3 to 7 happen after discharge and are mostly financial.
Intake
Who is this, and what happened?
A patient, an optional trip, and a case. The service type is one of eighteen — an outpatient consultation and a repatriation of mortal remains differ by three orders of magnitude in cost and by every document either needs. The incident date is when it happened, not when you picked up the phone: a case opened Monday for a fall on Saturday is covered or not by Saturday's facts.
Reimbursement
runs alongside steps 5 and 6Most trips do not produce an air ambulance; they produce a pharmacy receipt. Receipts are keyed as lines and the total is computed from them — you cannot type it. Each line is decided on its own, and reducing one requires a reason, because a traveller told they are owed less than they claimed, without being told why, is a complaint with a statutory clock attached.
Reimbursements in detailModules
Eight modules. Switch on the ones you run.
Every business module is enabled per company. A company that does not do reimbursements never sees the screens — and does not pay for them.
Case management
Every assistance case from the first call to closure — patient, trip, clinical picture, transport legs and one timeline that holds all of it.
ExploreGuarantees of payment
The letter the assistance business turns on — drafted, issued, sent to the hospital and measured against what actually gets billed.
ExploreClaims
The financial file for a case: collection, scrubbing, audit, adjudication — with an appeal path that keeps the history attached.
ExploreSettlements & EOB
The disbursement and the closing statement — four-eyes approval, exactly one payee, and totals frozen at issue.
ExploreReimbursements
The traveller already paid. Receipts as lines, adjudication line by line, and a reason required on every reduction.
ExploreWorkforce & attendance
Rosters, shifts, attendance, leave, on-call rotas and handover — the operational half of running a desk that never closes.
ExploreCommunications
Connect the company mailbox: arriving mail is filed against the case, and replies go out of the same address.
ExploreReporting
Case volume, monthly opened and closed, coordinator performance and the financial position — every query scoped to your company.
Explore
Why it is different
Most of this product is the refusals.
Any system can store a case. What matters on an assistance file is what the platform declines to do — because every one of these rules exists where the absence of it produced a real, expensive mistake.
A claim settles because money moved — not because somebody chose it from a dropdown.
Settled and closed are refused on the manual path. They are set by a confirmed settlement and an issued statement. Before that rule, a claim could assert a financial history nothing in the database could evidence.
You cannot approve a payment you prepared.
Enforced, not merely granted. Every administrator holds both permissions, so two grants alone never separated anybody — the platform refuses the approval and names the control.
Amounts in different currencies are never added together.
There is no exchange-rate table, deliberately. A consolidated figure derived from a rate nobody agreed is worse than two honest ones, and it is the figure an assistance fee gets charged on.
Each company's data lives in its own database.
Not a tenant column that one missing filter defeats. A query cannot return another customer's rows because those rows are not in the database the request is connected to.
The shape of it
- business modules
8
business modules
each switched on per company
- service types
18
service types
in four groups, not one dropdown
- database per company
1
database per company
physical separation, not a column
- cross-currency sums
0
cross-currency sums
no invented exchange rates
See it against one of your own files.
The fastest way to judge CareTrack is to walk a real case through it — intake, guarantee, charges, adjudication, settlement, statement. Bring one and we will do exactly that.
Or email contact@sthiramtechnologies.com