Star Health and Allied Insurance Company Ltd. has introduced 'Know Your Policy', a new in-app feature designed to enable health insurance coverage is easier to understand and is highly accessible to its customers. This aligns well with IRDAI's mandatory Customer Information Sheet (CIS) and the broader consumer protection objectives. Initiatives like Star Health's simplified version of the CIS sets a positive precedent for the industry.
The module which is accessible on the Star Health customer app, provides a concise, easy-to-read summary of policy inclusions, exclusions, and applicable waiting periods. The feature is dividend into two main sections: What's Included: Offers a snapshot of key policy benefits such as hospitalization, emergency care, maternity and child coverage, as well as any bonus features and add-on covers the customer may have opted for. Common exclusions like cosmetic treatments, gender reassignment procedures, treatments related to substance abuse, and weight management.
It also highlights waiting periods for specific diseases and pre-existing conditions (PED), helping customers avoid surprises during claim settlement. How it Works: Customers can access all information in just a couple of clicks in the My Policy section of the Star Health App. Star Health Insurance has seen a reduction in customer calls following proactive communication on exclusions and waiting periods, indicating the value of such tools in improving customer satisfaction and preparedness.
The rollout of 'Know Your Policy' is part of Star Health's larger digital strategy, which continues to deliver great results. Star Health's app has crossed 11 million downloads, with over 1.2 million monthly active users. Today, 63% of renewals are processed automatically.
Over 75% of new business now comes through digital channels, reflecting the growing preference among customers for self-service tools. The Know Your Policy section is seeing customers spending 2 mins on average on the tool. The app continues to earn high user ratings, 4.6 on the App Store and 4.4 on Google Play, driven by a consistent focus on digital-first experiences.
