Chennai: Star Health and Allied Insurance Company Ltd., India’s leading retail health insurance provider, has unveiled a new in-app feature titled ‘Know Your Policy’, aimed at making health insurance coverage easier to understand and more accessible for its customers.
The feature, now available on the Star Health customer app, provides a simplified and structured summary of policy inclusions, exclusions, and waiting periods. This initiative aligns with the Insurance Regulatory and Development Authority of India’s (IRDAI) mandate for a Customer Information Sheet (CIS), while going a step further to enhance consumer clarity and empowerment.
A Step Toward Transparency and Empowerment
Studies have shown that many policyholders struggle to interpret insurance terms and often rely on agents or customer care for basic information. Since its launch, over 300,000 customers have benefited from the ‘Know Your Policy’ feature, which offers instant access to key policy details in just a few clicks.
The feature is divided into two main sections:
- What’s Included:
Highlights core benefits such as hospitalization, emergency care, maternity and child coverage, along with any bonus features or add-ons. - What’s Not Included:
Lists common exclusions like cosmetic procedures, gender reassignment treatments, substance abuse-related care, and weight management. It also outlines waiting periods for specific illnesses and pre-existing conditions (PED).
Leadership Commentary
Anand Roy, Managing Director & CEO of Star Health Insurance, stated: “Star Health’s ‘Know Your Policy’ initiative is our effort towards making insurance terms more consumer-friendly. It’s not just about information—it’s about giving customers clarity when they need it most.”
He emphasized that the tool was designed with simplicity in mind, allowing customers to access critical policy details during claims, hospital visits, or when checking deductibles and copayments.
Digital Strategy Driving Results
The rollout is part of Star Health’s broader digital transformation strategy. The company’s app has surpassed 11 million downloads, with 1.2 million monthly active users. Notably:
- 63% of renewals are now processed automatically
- 75% of new business comes through digital channels
- Users spend an average of 2 minutes on the ‘Know Your Policy’ section
- The app maintains high ratings: 4.6 on the App Store and 4.4 on Google Play
Star Health reports a noticeable decline in customer support calls related to exclusions and waiting periods, indicating the feature’s effectiveness in improving customer satisfaction and preparedness.
