Health insurance: Overall claims experience needs improvement in India; delays, rejections are big pain points in reimbursement, says survey

Cashless is the preferred option, but the overall claims experience needs improvement, reveals the latest edition of Health Claims Experience Index by Policybazaar.

Easy processing makes cashless a good experience

Q. What made your cashless experience good?

76% are taking loans, breaking investments for reimbursements

Q. How did you pay the hospital bill since your claim was reimbursement?

82.8: Health claims experience (HCX) score*

*HCX SCORE: 90 & above: Effortless (customer experience exceeded expectations); 70-89.9: Moderate (system delivered on its promise but with some strain);Below 70: Difficult (experience fell short on either feeling or delivery).
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3 in 5 pick reimbursement expecting delay in cashless claim approval

Q. Why did you opt for reimbursement for the latest health claim?

Delay, rejections are big pain points in reimbursement

Q. What were the reasons for the not so good/bad experience with reimbursement?

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Customers want hospital lists, simpler forms

Q. Which attributes need improvement in claims experience?

Source: ‘Is India Happy with Health Insurance Claims? 2.0’, a report by Policybazaar. The survey was conducted among 2,228 personal health insurance policyholders across India for claims experience between August 2024 and September 2025. All figures don’t add up to 100% due to multiple responses.