A majority of consumers lack trust in health insurance products and say the claim

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process can be long due to hidden clauses in their policy that they are unaware of, a survey conducted by Max Bupa Health Insurance and TNS, a market research firm, has said.

The majority of participants believed that making a claim is a more difficult than it should be, with many reporting experiencing “intricacies” while making a claim in the past. Most participants say the claims process of most existing health insurance policies could be improved. Participants say an ideal claim-processing period should be between two weeks and one month, and that there should be the option to file for a claim online.

A majority of participants took up health insurance cover after a medical emergency, or after seeing a family member suffer from an unexpected illness that required emergency medical treatment. They also reported that word-of-mouth is an important factor in influencing them to buy health insurance.

Max Bupa conducted the survey in Mumbai, Meerut and Chennai and found that a majority of consumers say health insurance is important as a safeguard against the risk of emergency medical expenses. A majority of participants say there is a void in the health insurance market for a higher-quality product offering increased transparency and a broader range of services.