Help centre
Answers to your healthcare coordination questions.
Healthcare journeys involve multiple organisations, decisions and processes. Questions arise at every stage — and we want you to have the answers you need, clearly and without confusion. If you cannot find what you are looking for here, our team is always happy to help.
01 — General questions
What is healthcare coordination?
Healthcare coordination is the process of connecting patients, employers, healthcare providers, insurers and TPAs so that every step of a healthcare journey progresses without unnecessary delays or administrative gaps. It is not clinical care — it is the infrastructure around clinical care.
What does 24Cure do?
24Cure is an independent healthcare coordination entity. We act as the connection point between all stakeholders in a patient's healthcare journey — managing communication, documentation, approvals and follow-up so that care is never delayed by the gaps between the parties responsible for it.
Who can use 24Cure?
24Cure works with corporate employers, healthcare providers, insurance companies, TPAs and individuals who require healthcare coordination services.
Is 24Cure a hospital?
No. 24Cure does not provide medical treatment. We coordinate the healthcare journey around treatment — before, during and after — while clinical care remains the responsibility of licensed healthcare providers.
Is 24Cure an insurance company?
No. 24Cure does not sell or provide insurance. We work alongside insurers and TPAs, facilitating the communication and documentation processes that connect them to patients and healthcare providers.
Does 24Cure replace my existing healthcare provider or insurer?
No. 24Cure complements your existing healthcare and insurance arrangements by improving the coordination between the parties involved. We do not replace anyone — we connect everyone.
02 — For corporate employers
How does 24Cure support our organisation?
We provide dedicated healthcare coordination for your employees — managing every case from first medical need to final settlement. This reduces the administrative burden on your HR team while improving the healthcare experience for your workforce.
How does 24Cure reduce HR workload?
Instead of your HR team coordinating directly with hospitals, insurers and employees, 24Cure becomes the central point of coordination. HR retains visibility but is no longer the operational contact for individual medical cases.
Can 24Cure work with our existing insurance provider?
Yes. Our services are designed to work within whatever insurance arrangement you already have in place. We coordinate around it, not in place of it.
Can we offer 24Cure as an employee benefit?
Yes. Healthcare coordination can be incorporated into your employee wellbeing programme as a named benefit — one that employees genuinely notice when a medical situation arises.
Can 24Cure support employees in multiple countries?
Yes. Our healthcare coordination model is designed for organisations operating across different markets. We provide consistent, connected support regardless of where an employee is located.
How do employees access 24Cure when they need help?
We work with each employer to establish a clear access process for employees. This is agreed during onboarding and communicated to employees before they ever need it.
03 — For employees and patients
Why was my treatment request delayed?
Treatment requests can be delayed for several reasons — most commonly because of additional documentation requirements, clinical clarification requests or insurer review processes. 24Cure coordinates with the relevant parties to identify the reason and facilitate the next steps.
Can 24Cure explain why my claim was not approved?
Our team can review the available information, help you understand what has been requested, and coordinate with the relevant stakeholders to clarify the next steps. We cannot override insurer decisions — but we can help you understand and respond to them.
I do not understand the medical terminology in my documents. Can you help?
Yes. Our team includes experienced medical professionals who can explain clinical information clearly and in plain language, so you understand what is being asked and what happens next.
Can 24Cure help me find the right hospital or specialist?
Yes. We can help guide you to an appropriate provider based on your medical requirements and coverage — so you make informed decisions, not costly guesses.
Will I have a dedicated point of contact?
Yes. Every case is managed by a dedicated coordinator who is your primary point of contact throughout the journey. You will always know who is handling your case.
Does 24Cure stay involved after my treatment begins?
Yes, where required. Coordination continues throughout the treatment journey — including during treatment, at discharge and during post-treatment follow-up. The case is only closed when it is truly complete.
04 — Insurance and claims
Does 24Cure approve insurance claims?
No. Claims decisions remain entirely the responsibility of the insurer or TPA. 24Cure coordinates the communication and documentation process — ensuring submissions are complete and follow-up is managed — but we do not make or influence coverage decisions.
Can 24Cure support insurance pre-approvals?
Yes. We coordinate pre-approval requests directly with insurers and TPAs — managing documentation, follow-up and communication until the decision is received.
Can 24Cure assist with claim documentation?
Yes. We help coordinate the collection, organisation and submission of documentation required for claim processing — reducing errors and incomplete submissions.
What happens if additional medical information is requested?
We coordinate with the relevant healthcare provider and other stakeholders to gather the required information and ensure it reaches the insurer or TPA without further delay.
05 — Healthcare providers
How does 24Cure work with hospitals and clinics?
We work alongside healthcare providers as a coordination partner — managing communication between the provider, the patient, the employer, the insurer and the TPA. Our role is to reduce the administrative burden on your team while ensuring every stakeholder has the information they need.
Does 24Cure interfere with clinical decisions?
No. All clinical decisions remain entirely the responsibility of the treating healthcare professionals. 24Cure coordinates the processes around clinical care — not the clinical care itself.
Can hospitals and clinics become 24Cure partners?
Yes. We welcome formal partnerships with hospitals, clinics, diagnostic centres and specialist healthcare providers. Contact our team to discuss how a partnership might work for your organisation.
06 — International care
Can 24Cure coordinate treatment in another country?
Yes. We coordinate full international healthcare journeys — from selecting the right provider and managing documentation, to travel support, treatment scheduling and post-treatment follow-up after the patient returns home.
Can you help identify the right overseas hospital or specialist?
Yes. We identify appropriate providers based on the patient's medical requirements and available coverage — drawing on our network of healthcare partners across major treatment destinations.
Do you assist with travel and accommodation?
Yes. Where required, we coordinate travel planning, visa guidance and accommodation arrangements as part of the overall international care journey.
Will 24Cure continue supporting me after I return home?
Yes. We continue coordinating follow-up care, claim settlement and communication between the overseas provider and home-country stakeholders until every element of the case is resolved.
07 — Partnerships
Who can partner with 24Cure?
We work with corporate employers, hospitals, healthcare providers, insurance companies, TPAs, healthcare networks and employee benefits consultants. If you are involved in healthcare delivery or employee wellbeing, there is likely a partnership model that works for you.
Can partnership models be customised?
Yes. Every organisation has different needs. We work with partners to develop a coordination model that aligns with their operational requirements and objectives.
How do we get started?
Contact our partnerships team to schedule an initial conversation. We will listen to your requirements and recommend an approach that makes sense for your organisation.
08 — Privacy and data
How is personal information handled?
All patient and case information is handled in accordance with applicable privacy and data protection requirements. Information is shared only with authorised parties and with appropriate consent in place.
Will my employer have access to my medical information?
Personal medical information is handled confidentially. Employers receive reporting at an appropriate level as agreed in advance — individual medical details are not shared without the employee's consent.
How can I contact 24Cure?
You can reach us through the Contact page on this website. Our team can be contacted by phone, by email or by submitting an enquiry form. We aim to respond to all enquiries promptly.
Still have a question?
Our team is always happy to help.
If you could not find what you were looking for, get in touch and we will point you in the right direction.