How TourClaim handles your data

What we receive, and why

• Your answers about the trip, the booking and the card you paid with.
• The emails and files you choose to share as evidence. We never search your mailbox and never receive your email password or access to your inbox.
• The authorization you sign on our own site, and the record of your signature.
• Your name and verified email address, from your TourClaim account.

We use this only to do what you ask: prepare your claim, record your authorization and evidence, submit it, and tell you its status. We also use your email address to sign you in and to send confirmations, and we use request records to keep the service secure. We do not sell your data, use it for advertising, or use it to train AI models.

What an assistant can and cannot do

A connected assistant can read and write your own drafts and claims: start a draft, save answers, attach what you choose to share, delete an unsubmitted draft, submit a claim you have signed, and check its status. It cannot sign for you, cannot confirm a deletion for you, cannot take a payment, and cannot see anyone else’s data. Signing and confirming a deletion happen only on our site, in your browser. Nothing the connection does decides whether your card covers a trip.

You can also connect an assistant read only. It can then list the claims you submitted and check their status, but it cannot start, change, delete or submit a claim or draft.

Each connection has its own credentials, which we store only as hashes. A key made at Connect lasts 30 days. Where an assistant signs you in with OAuth instead, the connection renews while it is in use and ends after 90 days without use. You can disconnect at any time from your connections.

AI models

The connection itself uses no AI model: it stores and returns what you and your assistant send. While it is in review, the data it receives is kept in a separate database that none of our AI-assisted claim processing reads. Before it takes real claims, we will update this page to say how our team’s claim review uses AI models.

Where your data is kept

Stored in the United States only. Our application and database run on Oracle Cloud Infrastructure in San Jose, California. Files, email delivery and encryption keys are on Amazon Web Services in the United States (us-east-1). Requests reach us through Amazon CloudFront, which uses edge locations in the United States, Canada, Europe and Israel: the location nearest you receives your encrypted request and passes it on to us over an encrypted connection, without storing or caching it. Your data is not stored, and our application does not run, anywhere outside the United States.

Service providers that process it for us: Oracle (hosting and database), Amazon Web Services (file storage, email, secrets, and CloudFront) and Sentry (error reports, with credentials and contact details removed before they are sent).

How it is protected

• Encrypted in transit (TLS) and at rest, including backups.
• Your trip narrative, medical answers, address, the email content you share and your signed authorization are also encrypted by our application before they are stored.
• Shared files are kept in private storage and served only to you. Only PDF, JPEG and PNG files up to 5 MB are accepted, checked by their contents, not their names.
• Our staff reach your data only through role-based accounts that require multi-factor sign-in. Staff actions are recorded in audit logs, which record the action and the record it touched, not the content.
• Our logs and error reports have credentials, sign-in links and contact details removed before they are written.
• Requests are rate limited, and every write is safe to retry without duplicating a claim.

To report a security problem, email info@getcopernican.com (see our security.txt).

Keeping and deleting your data

You can delete an unsubmitted draft through your assistant at any time. You can also ask your assistant, or email us, to delete everything: we email a link to your account’s address, and nothing is deleted until you confirm it. What the connection holds is then deleted at once; your account and any claims filed in other ways are deleted by our team, who keep only records the law requires. Backup copies are removed automatically within 60 days. The data deletion instructions have the details.

Requests from governments and other third parties

We disclose personal data only when the law requires it, such as in response to a valid subpoena or court order. We review each request for legal validity and scope, push back on requests that are overbroad, and disclose only the minimum the request requires. We tell the person whose data was requested unless the law forbids it. We do not give any government or third party direct access to our systems.

Payments

No payment is taken through the connection, and we do not provide payment products or services. Under the cardholder authorization, Copernican charges a 10% fee only when a claim is reimbursed.

More

See our Privacy Policy and Consumer Health Data Privacy Policy, and the developer documentation. Questions: info@getcopernican.com.