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Long-standing customer's request to raise health cover from ₹3 lakh to ₹5 lakh declined without clear reasons

Star Health InsurancePC-2026-03016Insurance ClaimsAnonymous ·
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12 Years of Trust, Premiums Worth Lakhs, and a Simple Request Denied — My Experience with STAR Health Insurance I want to share my recent experience with STAR Health Insurance and raise a genuine concern about customer transparency. My family's health insurance policy has been active since 2014. For nearly 12 years, we have consistently paid premiums amounting to lakhs of rupees. During this entire period, we have made only one claim, approximately ₹20,000–₹30,000 for dengue treatment, around 2017. Now, after nearly 12 years, I have requested a simple enhancement of the sum insured from ₹3 lakh to ₹5 lakh. Why? Because healthcare costs have increased significantly over the years. Doctor consultation fees, hospital charges, diagnostic tests, and medical treatments are far more expensive today than they were when this coverage was originally taken. Insurance premiums have also increased over the years, and we have continued paying them. Naturally, as a customer, I wanted to increase our coverage to keep pace with rising medical expenses. However, after multiple follow-ups, submitting the requested documents, and completing the enhancement form, I received a response stating that my enhancement proposal had not been approved and recommending that I continue with the existing sum insured. My questions are simple: On what basis was my request to increase coverage from ₹3 lakh to ₹5 lakh declined? Why was I not given a clear explanation of the decision? Why did it take repeated follow-ups and multiple rounds of document submission to reach this response? If a long-standing customer is willing to pay the applicable additional premium, why isn't the process more transparent? I understand that insurance companies have underwriting guidelines and the right to assess and decline enhancement proposals. My concern is not simply that the request was declined; it is the lack of clear communication and transparency throughout the process. After nearly 12 years of paying premiums worth lakhs, I expected a clear explanation and a professional customer experience—not repeated follow-ups just to understand my options. Trust in an insurance company is built over years, but the way a genuine customer request is handled can seriously affect that trust. I request STAR Health Insurance to provide a clear explanation of the grounds for declining my enhancement request and clarify what options are available to increase my coverage. Healthcare costs are rising. Customers need adequate protection, transparent decisions, and timely communication. I hope the STAR Health team takes this feedback seriously and responds constructively. Star Health and Allied Insurance Co. Ltd Star Health Support #STARHealth #HealthInsurance #CustomerExperience #InsuranceTransparency #CustomerService #HealthcareCosts

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  1. Case filed

    System · 27 Oct 2026, 10:47 am

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