Privacy Policy
1. Who We Are
appeals.remedy.support is operated by Remedy Support, an administrative advocacy platform that files, tracks, and manages insurance appeal campaigns on behalf of healthcare consumers. We act as your authorized administrative representative, not as a legal firm, medical provider, or insurance company.
2. What We Collect and Why
We collect only the information necessary to execute your appeal. This falls into two categories:
Claim data
Includes your insurance carrier, denied claim amount, CPT and ICD codes, and the denial reason text from your EOB or denial letter. This information is used to draft your appeal and is never linked to your identity within our operational systems.
Personal information
Includes your full legal name, date of birth, Member ID, Group ID, mobile phone number, email address, and drawn signature. This information is collected under the HIPAA Authorization and Limited Power of Attorney you execute in Step 3 of the intake process. It is encrypted in your browser before it leaves your device using RSA-OAEP and AES-256-GCM encryption, then stored in a secure vault that is physically and logically separate from your claim data.
We also collect digital copies of documents you upload, including medical bills, Explanation of Benefits statements, denial letters, and prior authorization forms. These are transmitted over TLS 1.3 and processed solely for the purpose of executing your appeal.
3. How Your Data Is Protected
Your personal information and your claim data are stored in separate, isolated systems. Our automated systems, including the AI tools used to draft your appeal, interact only with anonymized claim data. Your personal information is accessed only by authorized team members during appeal preparation and transmission, and only for that purpose.
We do not use browser local storage or session storage for any sensitive data. Session state is maintained via secure, HTTP-only, encrypted server-side cookies.
4. Status Monitoring on Your Behalf
As your authorized representative under the Limited Power of Attorney executed in Step 3, Remedy Support monitors your case for status updates and decisions returned by your insurance carrier. By executing the authorization in Step 3, you authorize us to receive and act on correspondence from your carrier regarding this Claim on your behalf.
5. What We Do Not Do
- —We do not sell your data.
- —We do not use your health information for marketing.
- —We do not share your information with any party beyond those directly necessary to complete your appeal.
- —We do not pass your personal information to any AI system. Personal information is shared only with payment and fax transmission processors strictly necessary to complete your appeal, each of which is contractually bound to data protection standards consistent with this policy.
6. Data Retention and Deletion
You may request permanent deletion of your account and all associated data at any time through your case dashboard or by contacting us in writing. Upon verification, we will purge your personal information from our systems and anonymize any remaining transactional records. We retain only the minimum anonymized data required for tax compliance and fraud prevention, with no connection to your identity.
7. Regulatory Compliance
Our platform is designed to meet HIPAA and HITECH standards for the transmission and storage of protected health information. We update our practices as applicable state and federal privacy regulations evolve.
8. Changes to This Policy
If we make material changes to this policy, we will notify you by email and require your affirmative acknowledgment before you can submit new cases under the updated terms. The effective date and version number at the top of this page reflect the current version.
9. Contact
For privacy questions, data deletion requests, or concerns, contact us at compliance@remedy.support.