Value Add Service in Health Insurance

Case Study

A health insurance plan that provides basic cover is essential. However, Seema Mohan’s story proves that one that provides additional, value-added services can sometimes be a lifesaver.

Seema had purchased an ICICI Lombard health insurance with the intention of saving tax. At the time of purchase, the customer support team took her through the various features and benefits of the policy. As a young, healthy and affluent professional, Seema did not imagine having to use the policy to reimburse her healthcare expenses or avail any of the services listed in the policy document.

A budding entrepreneur – she had started a boutique in the heart of the city a year ago – Seema hardly found time for herself. To exceed customer expectations, Seema often donned multiple hats and went on extensive trips to source the best pieces. During one such trip, she suffered from intense heartburn and gastric troubles. Assuming it was the effect of few days of continuous eating out, she ignored it.

When she did not have respite after two days, even after repeated antacids, she began to worry. Being in a new city, she did not know whom to approach. She remembered her health policy features and decided to connect with the online specialist. The doctor prescribed some immediate relief measures, but insisted that she physically visit a specialist at the earliest.

Post examination, she was diagnosed with an infection of the food pipe, which if left unattended, could have become critical.