by
Almog Ramrajkar
| Apr 03, 2024
Health is wealth – this is what we've grown up learning. If you're a planner and believe in taking care of your health, you may already have invested in health insurance plan. Or, you may be on the lookout for the perfect health policy that covers all your concerns. But what would happen if you face a health emergency and your insurance claim gets rejected? That's not something anyone wants even to imagine. To be truly prepared for such a situation, you need to know the grounds on which health insurance claims can be denied. Let's take a look at some of the questions that may pop up in your mind.
What is a health claim?
A health claim is a formal request submitted by a policyholder to their insurance provider to cover medical expenses incurred due to illness, injury, or hospitalisation. These claims can be either cashless, where the insurer directly settles the bill with the hospital, or reimbursement-based, where the policyholder pays upfront and later seeks reimbursement.
When can an insurance claim be rejected?
Health insurance claims can be denied due to various reasons, including policy exclusions, incorrect documentation, or not following the claim filing procedures. Understanding these factors can help prevent unnecessary rejection of claims.
10 common reasons for health insurance claim rejection
The most common reasons for the rejection of health insurance claims are:
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Incomplete or Incorrect Documentation
For cashless claims, the insurer communicates directly with the network hospital you're treated in. So, in this case, you don't need to worry about missing out on any medical documents.
For reimbursement claims (in case you're treated at a non-network hospital), two scenarios can arise:
- Non-mandatory documents are missing – The insurer will still process your claim.
- Mandatory documents are missing - The insurer will remind you about the missing documents every 15 days, i.e. on the 15th day, 30th day, 45th day, and lastly on the 60th day. Post this final reminder; the claim will be rejected due to non-receipt of mandatory documents.
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Conditions that are Excluded from the Policy
Health insurance policies have a list of exclusions that are not covered. If you've filed a claim for an ailment falling under these exclusions, then as per the policy terms and conditions this claim would not be accepted. To avoid any confusion at the time of undergoing treatment, we recommend going through the policy wordings thoroughly before purchase.
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Non-Disclosure of Health Conditions
Utmost good faith is one of the basic principles of insurance, and all insurance contracts are built on the factor of trust between both parties. When you apply for health policy, you need to disclose the pre-existing diseases that you have, if any. It helps the insurer assess the health risk for your plan correctly. Sometimes people worry about not getting insurance due to diabetes or hypertension, and hence they don't disclose such pre-existing conditions. However, if a claim arises due to such a condition, it may be rejected due to non-disclosure.
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Pre-Existing Conditions
Some of the common assumptions are related to alcohol, diabetes, hypertension, heart disorders, cancers, etc. People think if they disclose a condition like this, their policy will be denied or claims will be rejected. Hence, they conceal such existing medical conditions while applying for insurance, as well as during hospitalization. This, in turn, may mislead the treating consultant in arriving at an appropriate diagnosis. It is advisable to discuss your health conditions openly with the insurance provider and find a policy that includes pre-existing health conditions.
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Lifestyle Choices
Lifestyle choices don't directly affect your future claims. However, there are exceptions, such as, but not limited to, alcohol consumption, which impact the admissibility of the claim.
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Amount of Claims Exceeding the Insurance Coverage
If you've already made a few claims in the policy year and your sum insured (the maximum amount available in the year as per your policy) is used up, then your subsequent claims may be denied. Opting for a higher sum insured is a better idea, especially if you're buying a single policy for the whole family. ICICI Lombard Health AdvantEdge Health Insurance also comes with a reset benefit, whereby we rest up to 100% of the sum insured within the same policy year, in case the sum insured is inadequate due to previous claims and the claim is for a new diagnosis. The reset benefit doesn't apply for the first claim of policy year.
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Policy has Expired
If you miss the insurance renewal date and end up filing a claim on the expired policy, your claim will be rejected. Renewing the policy in time is crucial to ensuring you don't miss out on a claim during a medical emergency. Although there is a 15-day grace period for renewals, insurance companies usually don't service your claim during this period. So it's best to renew in advance and stay protected against any unexpected health concerns that need immediate treatment.
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Alternative Medical Treatments not Covered by the Insurance
Most insurance companies, including ICICI Lombard, will not cover hospitalization expenses for evaluation or investigation only. Also, treatment taken at a healthcare facility which is not a hospital is not covered. When you're planning to undergo AYUSH treatment, be sure to choose a Government Hospital or any institute recognized by the Government and/or accredited by Quality Council of India/National Accreditation Board on Health.
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Failing to File the Claim on Time
As per your policy terms and conditions, you would have a specific deadline to inform us about the hospitalization. If you've not intimated us or the TPA within the stipulated timeframe, your claim may be rejected. Typically you need to inform us 2-3 days in advance about planned hospitalizations. In case of emergency hospitalization, intimate us or the TPA within 24 hours.
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Waiting Period Limitations
There is a 30-day initial waiting period on most health policies, except accident-related claims. The waiting period is 15 days for COVID-19 claims. There is also a separate waiting period of specified duration like 1 year, 2 years, or 3 years as per the customization of your policy. Most elective surgeries like cataracts, kidney stones, gall bladder stones, joint replacements, maternity-related, etc. fall under this condition. Read your policy documents thoroughly to know more.
Apart from the reasons we've covered, there may be other causes for claim rejection too. To avoid the pain of a denied claim, we recommend reading the policy documents thoroughly so that you're aware of all the terms and conditions. These documents clearly outline the inclusions, exclusions, and deductibles of the policy. Moreover, you must keep yourself informed about the claim process and have the contact numbers of your insurer/TPA handy for assistance.
10 tips to avoid rejection of health insurance claims
Here are 10 tips you can follow to avoid claim rejection in health insurance:
- Read Your Policy Terms Carefully – Understand inclusions, exclusions, and claim procedures.
- Disclose Medical History Honestly – Avoid claim denial by providing accurate details.
- Ensure Timely Payment of Premiums – Keep your policy active to avoid automatic rejection.
- Check the Waiting Period – Plan hospitalisations accordingly if your policy has a waiting period.
- Use Network Hospitals for Cashless Claims – Choose hospitals listed by your insurer to simplify claims.
- File the Claim Within the Specified Timeline – Delayed claims can be rejected outright.
- Maintain Proper Documentation – Ensure medical bills, reports, and prescriptions are in order.
- Opt for a Comprehensive Health Insurance Plan – Broader coverage means fewer exclusions.
- Stay Updated on Policy Changes – Insurers update terms periodically, so review your policy annually.
- Seek Assistance from Your Insurance Provider – Contact your insurer for any clarification regarding claims.
After taking the above steps, if your claim is still denied and you're not satisfied with the reason, you may provide a written complaint to the Ombudsman. You need to do this within 30 days of receiving a response from the insurance company.
How to claim your health insurance correctly?
Follow these steps for an error-free claim process:
- Inform the Insurance Company – Notify your insurer immediately upon hospitalisation.
- Collect All Relevant Documents – Keep hospital bills, doctor’s prescriptions, and medical reports.
- Fill Out the Claim Form Accurately – Ensure all details match your medical documents.
- Submit the Claim Within the Specified Period – Avoid unnecessary delays.
- Follow Up with the Insurance Provider – Track your claim status and respond to any queries.