Star Health And Allied Insurance — star health insurance forgot to save humanity in order to save their terms and conditions

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Thiruvananthapuram, Kerala

Star health insurance forgot to save humanity in order to save their terms and conditions

I have own IT company with 30 employees and 3 directors including my father. Everyone was covered by Star health insurance. Insurance policy was managed by one of star health agent who do new policy, renew and all services. I called him December first week for some questions and he remind me that my parent's policy expiring by this December. I told him to collect cheque whenever you have time. Later he messaged me on December 23rd in wtsapp that "Good morning, Pls call me, Renewal time of your health insurance." As I have asked him to share me the NEFT details as I was out of station. Later he replied me that he on leave till 31st and will do details by Dec 31st. Then conversation stopped.

My Father got admitted in hospital around 11.00 PM on 26th December due to high fever. He was insured by Star health since December 2016 onwards. I have informed; hospital the same. Unfortunately I forgot his policy number and promised hospital authority that I will submit by tomorrow morning. I called my insurance agent on 27th morning and his number was not reachable. Then I asked my HR to share softcopy of policy which I kept in office. I came to know that Policy expired on 19th December 2019. Around 11.00 am I called my insurance agent to discuss same the he was not aware of this expiry date. Then I asked me why don't you tell me that policy is expired on 19th. He was silent and told me that "its waster of time for us to keep discussing about this. I shall check with local branch and let you know". After 10 mins he called me and informed me that " Star health can't help in this case as the policy is expired and claim won't happen". I told him that mistake is not mine as I have asked you to come to collect payment or send me neft details which you didn't do at all or you would have told me that policy is expired and I would have find some other source to do the payment. And he replied he is helpless in this and "SORRY".

I called customer care on same day and explained whole story for almost 40 mins. They asked me to send detailed email and our respective team will get back with in 24 hours. Based on that, I have send detailed email and screen-shots of wtsapp conversation to prove my genuinity. I called again after 4 hours to follow-up and discussed same story with other support guy and they promised that team will get back with in 24 hours. All of customer supports guys told me that "Mistake is not only from you and insurance agent also made mistake here" I have waited more than 26 hours and didn't get reply. I called again and talked with other guy and explained the story again for 40 mins and promised that within 1 hour they will send reply. Again no reply after 2 hour and called then again and same procedure. Later I got reply that " Claim won't be applicable for expired policy" and beauty is they shared me link to renew policy. I called customer care again and asked below questions,
1. What is role of insurance agent?
2. I have asked insurance agent to collect payment or send neft details to make payment. But he didnt. Who's responsible?
3. Why my insurance agent didn't inform me that policy expired?
4. Why star health insurance agent customer care do remainder call before and after policy expire?
5. I have been renewing policy from 2016 to till this day for my employees and parents and I have never claimed any hospitalization. Can you tell me why I should stop renew policy?

Finally, As per terms and conditions I am not eligible for claim for expired policy. But here I have asked my agent to collect payment and he failed to do. Now I have been punished for someone mistake. if you guys feel genuinity and humanity, please approve my claim. Or Answer all my questions above.