The CareVoice

The CareVoice is a provider of health engagement and care navigation platforms for life and health insurers. Founded in 2014 in Shanghai and now headquartered in Luxembourg and Hong Kong, the company helps insurers bring together fragmented health technologies, services, data and customer touchpoints into a single digital experience. It positions this model as an Embedded Health Orchestrator, providing members with a single entry point for wellness, care navigation, health services and insurance interactions while helping insurers increase utilisation of existing health ecosystem investments.

It addresses three recurring challenges: customers not engaging beyond purchase, claim or renewal moments; wellbeing and health services that are fragmented, underused or difficult to navigate; and data that remains siloed across claims, engagement and health systems, limiting insurers' ability to personalise experiences across diverse products, channels and customer segments.

CareVoiceOS is the company's core product and its answer to these challenges. It is deployed either as a lightweight SDK embedded into an existing insurer app or as a new insurer-branded superapp, with go-live possible in as little as 2 weeks. Rather than replacing existing infrastructure, the platform is designed to unify technology partners, health services and insurance journeys into a single experience.

Those journeys span five areas: Lifestyle and Activity, Nutrition, Mental Wellbeing, Self-Assessment and Health Services. Capabilities include activity, sleep and nutrition tracking; AI fitness assessment; mood tracking and meditation; cognitive wellbeing tools; AI-powered mental health support; symptom checking; health risk assessment; skin scanning; smartphone-based biometric face scanning; cardiac health monitoring; telemedicine; digital physiotherapy; and second medical opinion services. Mental health triage and therapy pathways are also under development. Users can select goals across different wellbeing areas and receive structured programmes consisting of tasks, milestones and challenges designed to support ongoing engagement. Insurers can incorporate their own policy servicing and claims journeys, allowing the platform to function as a broader customer engagement and servicing environment rather than a standalone wellness application.

To help insurers manage the experience over time, the platform includes no-code tools. The Management Portal and Experience Maker allow teams to configure journeys, launch campaigns, manage engagement programmes and update customer experiences without technical support. Activation and repeat usage are supported through goals, milestones, rewards, campaign challenges, progress tracking, push notifications and gamification mechanics.

Supporting the journey library is the Embedded Health Lab, a dedicated team that continuously scouts, evaluates and prototypes new health technology partners. Providers are assessed for product fit, clinical relevance, technical integration requirements, security standards and commercial viability before being added to the platform ecosystem.

PATH is the company's AI orchestration layer. It can be deployed alongside CareVoiceOS or integrated into an insurer's existing digital environment. PATH operates as a multi-model orchestration engine that powers AI-driven health concierge capabilities, using behavioural data, health profiling and segmentation to guide members towards relevant services, interventions and journeys. In addition to conversational support, PATH can support care navigation, member guidance and insurer-specific workflows.

To keep costs manageable at scale, PATH routes 80 to 90% of interactions through smaller, faster models and reserves large-model reasoning for more complex clinical navigation and empathy-based interactions. At 500,000 monthly active users on a hybrid deployment, monthly infrastructure costs are estimated at between $5,500 and $7,500. Enterprise controls include tenant isolation, audit trails for LLM activity, configurable data residency, policy guardrails and governance controls. Typical PATH implementations run for approximately 2 to 3 months, including configuration, testing and deployment.

The platform's results across active programmes in 2025 reflect this approach. Registration rates ranged between 58% and 87%, while monthly active usage ranged between 30% and 70%. For retail life insurance clients, persistency improved by between 7% and 15%. Customer NPS among engaged users reached 73, compared to 43 among non-engaged users. Claim costs reduced by up to 20% through positive selection and medical steering, while call centre and claims support costs fell by up to 50%.

The company's earliest client partnerships were built in Asia. StartupCare launched with Generali Hong Kong in 2019 as an employee health benefits solution for SMEs, supported by a network of more than 2,500 medical providers. SportCare followed with AXA Hong Kong in 2020, combining medical coverage with injury prevention and performance rewards. In February 2021, Blüüm Woman launched with Cigna Hong Kong as a medical protection and digital health solution for women.

More recent deployments reflect the platform's broader reach. AXA Global Healthcare built an all-in-one application on CareVoiceOS combining virtual care, wellness journeys and insurance self-service for retail and corporate customers globally. MetLife 360Health, rolled out across Gulf and EMEA markets, incorporates lifestyle, mental wellbeing, cognitive health and insurance servicing journeys within a single superapp, achieving a user rating of 4.33 out of 5. Lippo General Insurance, a Hanwha company, deployed a white-label superapp within 2 weeks as a proof of concept.

Additional clients include Prudential, Aviva, Chubb and AIG, with programmes spanning Europe, the UK, the Middle East, Africa, Latin America and Asia.

The CareVoice has raised $23.1 million across seven funding rounds. Its Series B round of approximately $10 million closed in March 2024 and was led by Apis Partners. Prior to that, the company raised a $10 million Series A round in August 2019 led by LUN Partners Group, and a $2.2 million seed round in January 2018 led by Haitao Capital. Earlier investors included SOSV, Orbit Ventures and DNA Capital. The company was included in Sønr's Insurtech 100 and CNBC's World Top Insurtech Companies list in 2024.

The company is led by Co-Founders Sebastien Gaudin (CEO), Jan Velich (Chief Business Officer) and Neil Liang (Non-Executive Board Member), alongside Chief Product Officer Shane Di and Chief Technology Officer Joshua Chi. The advisory board is chaired by Sabine VanderLinden, with Scott Walchek and Aline Avedikian serving as Board Directors.