The initiative aims to provide personalised, in-person assistance during hospitalisation and claim settlement, extending customer support beyond online and telephone platforms.
The number of visits increased steadily over the three months. In July, the programme recorded 5,334 visits and ₹7.61 crore in approved claims. August saw 7,693 visits and ₹11.19 crore in approved claims, while September recorded 9,314 visits and ₹13.68 crore.
Through the programme, executives assist customers with cashless claim processing by coordinating with hospital insurance desks and families, following up on approvals with insurance companies and verifying bills and documents.
They also visit customers’ homes to help with claim forms, medical bills, prescriptions and reports, besides explaining queries raised by insurers. The assistance is especially useful for elderly customers and their families.
Rohan Goel, Head – Health Insurance, Policybazaar, said customers often encounter difficulties with documentation, approvals and claim procedures during hospitalisation. The initiative seeks to address these challenges through direct assistance at hospitals and homes.
The service is free and available across 438 cities. Customers can seek support through the SOS button on the Policybazaar app or their assigned Relationship Manager. Separately, Policybazaar’s advisers cover more than 12,000 pincodes, visiting customers’ homes to help them identify suitable insurance policies.