Star Health and Allied Insurance Company Ltd. (Star Health Insurance), India’s leading retail health insurance provider, has launched ‘Know Your Policy’, an in-app feature designed to make health insurance coverage easier to understand and more accessible. This initiative aligns with the Insurance Regulatory and Development Authority of India’s (IRDAI) mandatory Customer Information Sheet (CIS) requirement and supports broader consumer protection efforts. By offering a simplified CIS, Star Health sets a positive benchmark for the industry.
The new module, available through the Star Health customer app, offers a clear, concise overview of policy inclusions, exclusions, and waiting periods. Research has shown that many customers struggle to interpret policy terms and often depend on agents or customer care for basic details—especially about exclusions and waiting periods. Since its launch, over 3,00,000 customers have benefited from this feature, which delivers instant, structured policy information and encourages more informed customer engagement.
Mr. Anand Roy, Managing Director & CEO of Star Health and Allied Insurance, said:
“Star Health's 'Know Your Policy' initiative is our effort towards making insurance terms more consumer-friendly. By creating a simplified, accessible version of the CIS, we are going beyond mere regulatory compliance to genuinely help customers understand what they're purchasing. The tool was built with customer simplicity in mind. With a view to empower our customers and have direct and easier access, this tool puts all of that information in their hands, in a format that's easy to follow. It's not just about information, it's about giving customers clarity when they need it most. Today when a customer needs to file a claim, visit a hospital or check deductables or copayment they can access the same seamlessly."
The feature is organized into two main sections:
What’s Included: Highlights key benefits like hospitalization, emergency care, maternity and child coverage, along with any bonus features or add-ons selected.
What’s Not Included: Lists common exclusions like cosmetic treatments, gender reassignment, substance abuse-related care, and weight management. It also flags waiting periods for specific diseases and pre-existing conditions (PED), helping customers avoid surprises during claim settlement.
How It Works:
Customers can find this feature under the My Policy section of the Star Health app and access all relevant details in just a few clicks.
Since the rollout, Star Health has seen fewer customer calls related to exclusions and waiting periods, highlighting the feature’s impact on customer satisfaction and preparedness. This tool forms part of Star Health’s larger digital-first strategy, which continues to show strong results.
The Star Health app has crossed 11 million downloads, with 1.2 million monthly active users. Today, 63% of renewals are processed automatically, and over 75% of new business originates through digital channels, reflecting customers’ growing preference for self-service tools. Users now spend an average of 2 minutes on the Know Your Policy tool, and the app maintains high ratings—4.6 on the App Store and 4.4 on Google Play—driven by its focus on user-friendly digital experiences.