Claims in Health Insurance

In health insurance, a claim refers to a formal request submitted by a policyholder to the insurance company, asking for compensation for medical bills incurred during treatment at a medical facility. Claims are an important aspect of health insurance as they allow policyholders to receive financial benefits from their purchased insurance policy.

It’s important to understand the claim procedures and types of health insurance claims offered by companies to ensure a smooth claim-filing process and to prevent rejections.

Types of Health Insurance Claims

Health insurance offers two types of claims:

Process of Claims

The process for filing cashless and reimbursement claims differs. Let's look at both processes:

Cashless Claims Process

Step 1: Claim Intimation

For planned hospitalization, the policyholder must inform the insurance company 48 hours in advance. For emergency hospitalization, the policyholder must inform the insurance company within 24 hours.

The policyholder can inform the company via phone call or email. They can also contact the Third-Party Administrator (TPA) available at the network hospital, who will then intimate the insurance company. It is advised to get TPA assistance for smooth claim intimation.

The TPA helps the policyholder in filling out the pre-authorization form and submitting it to the insurance company. The insurance company then approves a specific pre-authorization amount to begin treatment.

Step 2: Document Verification

After treatment completion, the TPA submits the final bill along with all details of the charges imposed for the treatment to the insurer.

The insurance company reviews the submitted documents and asks for additional documents if required. The insurance company may even send a doctor on deputation to visit the hospital and verify all treatment procedures.

Step 3: Settlement

Once the assessment is complete, the claim is either approved or rejected. If approved, the insurer settles the claim directly with the hospital. If the claim is rejected, the policyholder can settle the bill out of their own pocket and later apply for a reimbursement claim.

Reimbursement Claims Process

Step 1: Treatment at a Non-Network Hospital

After receiving medical treatment at a hospital or healthcare facility of your choice, settle the medical bills out of your own pocket. Gather all necessary documents such as medical bills, prescriptions, diagnostic reports, discharge summary, etc.

Step 2: Claim Intimation

Inform the insurance company about the treatment and your intent to claim reimbursement. This can often be done online on their official website, via email, or a call to the company’s customer service. Once you intimate the company, they will provide you with a ‘Claim Number’ which will be required when filling out the claim form.

Step 3: Document Submission

After intimation, the policyholder has 30 days to submit the documents to the insurance company for reimbursement. Documents can be submitted online or offline. However, it is recommended to submit documents at the nearest branch for a faster reimbursement process.

While submitting documents online, download the claim form from the company's official website, fill it with the necessary details, and scan and submit it along with all the requested documents in the claims section of the official website. However, it’s important to note that the insurance company reserves the right to request physical copies of documents if necessary.

While submitting documents at a branch, ask for a claim form, fill it, and submit it with all the documents. The representative at the branch will provide you with a receipt for receiving the documents. This receipt acts as proof of document submission.

The claim form comprises two distinct sections: Form A and Form B. Doctors are responsible for completing Form A by providing treatment details and associated expenses, followed by an official hospital stamp. Policyholders are required to fill out Form B.

Step 4: Processing of Reimbursement

Once the claim is approved, the insurer determines the eligible reimbursement amount based on the policy coverage and terms, and transfers the approved amount to the policyholder’s bank account via NEFT within 15 to 30 days.

If the insurance company is not satisfied with the received documents, they will inform the policyholder and provide a specific time to send additionally requested documents and proofs. Once cleared, the claim either gets rejected or reimbursed. It is important to note that pre and post-hospitalization expenses can only be availed through reimbursement claims.

Reasons for Claim Rejection

Several factors can lead to health insurance claim rejections:

What to Do When a Claim Is Rejected

If a claim is denied, the policyholder may ask the insurance company for reconsideration. The reconsideration process varies by organization, but here are common steps:

• If a claim is denied, insurance firms typically notify the customer via email 2 to 3 times and await the policyholder's application for reconsideration.
• The insurance provider may request additional documents for verification.
• The claim will be rejected again if the policyholder fails to provide the requested additional information.
• The company usually provides a window of 3 to 4 weeks after sending the rejection notification for the client to request reconsideration. If the customer does not object within this period, the window will close, and further complaints about the rejection may not be entertained.

Documents Required for Health Insurance Claims

Reimbursement Claims

Here is the list of documents required to file for reimbursement for health insurance claims:

• Original claim form, duly completed and signed
• Valid identity proof
• Doctor’s prescription suggesting hospitalization
• Doctor’s prescription advising diagnostic tests, medicines, and consultation
• Indoor case papers
• Ambulance receipt
• Original pharmacy bills
• First Information Report (FIR), if required
• Policy details, including policy number, name of the insured, address, and disease for which treatment is ongoing
• Additional documents that may be required to assess the claim, especially in cases of suspected fraud

Cashless Claims

Here is the list of documents required to file for cashless claims in health insurance:

• Claim pre-authorization form
• Health card or policy details
• Valid ID proof and a photograph
• Documents such as PAN Card, Voter ID, Driving License, and Aadhaar card

The claim form and documents should be sent to the Insurer or the Third-Party Administrator. The documents required for cashless claims in a network hospital differ from those required for registering a reimbursement claim.

Conclusion

Understanding health insurance claim procedures is crucial for availing financial assistance during medical emergencies. By following the correct steps and keeping documents in order, policyholders can ensure smooth and timely claim approvals. Health insurance not only provides financial security but also offers tax benefits, making it a wise investment for individuals and families.