Two years ago, one of our senior citizen client’s health insurance was due for renewal, in the same year insurance companies had revised the rates of health insurance. My client was arguing with us regarding this hike and was not willing to renew his policy. Considering his age and his policy benefits our team was trying to convince him to continue with his policy, they explained to him the reasons of the increase in premium. Firstly, due to medical inflation, insurance companies had to increase the premium and also as per change in age slab there was an increase in his health insurance premium. However, he was not fully convinced, so my team arranged our meeting. I explained to him the disadvantages of discontinuing his policy and even after the hike in premium he was benefitting from the existing policy as the revised premium was very low compared to the sum Insured, I also highlighted the fact that he had been paying premiums for a long time so it was not wise to discontinue his policy and buy a new one now. It would cost him more at this point because of age factor and waiting period in the policy. After brainstorming with him I was finally able to get a nod from him to renew his policy.
Six months later I got call from his wife as my client was hospitalized due to accidental injury. While crossing the road a biker hit him badly and which injured his leg severely. She mentioned that they were alone here and their son who was a doctor lived abroad. The next day their son flew from the UK to India to look after his father. Seeing his father’s condition improving, he returned to the UK a day before discharge. As the hospital was empaneled with the Insurance company for cashless facility the process was expected to be smooth but the wife was unable to handle the situation due to her age and lack of knowledge. On the day of discharge she called us for help. I immediately sent one of my team members to the hospital to complete the process. The entire money was approved by the insurer. Our claim executive not only completed the cashless process but also all other discharge formalities. When he saw that the wife was struggling to take her husband home he went ahead and dropped the couple home in a taxi. My client was deeply touched by this gesture. He called me personally to thank and appreciated my team for the timely support. From that day onwards he has never argued with us regarding insurance renewal.
Sometimes insurance intermediaries go above and beyond their work.
