Health Insurance Formal Complaint Regarding Non-Issuance of Policy Despite Premium Payment

gantasrao

gantasrao

New member
Policy Name
11240339050003
Company Name
Star health insurance
Loss Amount
25000
Ratings
1.00 star(s)
Dear Sir/Madam / Grievance Redressal Officer (GRO),

I write once again in relation to my family floater health insurance (Policy No. 11240339050003) and to formally remind you that this matter remains unresolved despite my previous communication.

Summary / Timeline​

  • I am Ganta Srinivas Rao . I have been a policyholder with Star Health since 2020.
  • 20 Aug 2024: Paid ₹63,625 towards renewal (receipt available).
  • 29 Aug 2024: At the agent’s request (Mr. Jayaprakash) I paid an additional ₹4,497 (receipt available).
  • Total paid for 2024–25: ₹68,122.
  • I wrote to Star Health officials on 5 September 2025 but received no substantive response.
  • Following further enquiries, I was informed that Star Health refunded ₹43,773 on 13 June 2025. I confirm this partial refund has been reflected (per your representative).
  • Outstanding amount: ₹24,349 (₹68,122 paid less ₹43,773 refunded = ₹24,349 outstanding).
  • To date I have not received any policy document for 2024–25, nor have I received a clear, written explanation for (a) non-issuance of the policy, (b) the unexplained increase in premium of more than ₹10,000, or (c) the delay/partial refund timeline.

Grievance​

  • Money was collected from me but no policy was issued for 2024–25.
  • I was given inconsistent and misleading information by star for not issuing the insurance.
  • I was not kept informed by Star Health with formal communications.
  • The delay in issuance/refund and the absence of explanation amounts to serious customer mis-management and causes financial and mental harassment.

Relief / Actions Requested (Final opportunity to resolve)​

Please treat this as my formal reminder and demand the following within 3 calendar days (by 15 November 2025):
  1. A written explanation stating clearly why the 2024–25 policy was not issued despite full payment.
  2. Immediate confirmation whether Star Health will:
    • (A) Issue the 2025–26 policy on the terms I originally paid for (using the premium already paid), or
    • (B) Refund the outstanding amount of ₹24,349 to my ICICI bank account (provide transaction reference).
  3. A written clarification and documentary justification for the alleged premium increase (more than ₹10,000) and the reason I was asked to pay an additional amount.
  4. Formal acknowledgment of this email and confirmation of the name, designation and contact details of the official handling my grievance.
If I do not receive a full and satisfactory written response and resolution by 15 November 2025, I will have no option but to escalate the matter without further notice. My escalation will include, but will not be limited to:
  • Filing a complaint with the appropriate consumer forum and/or Consumer Court, and
  • Submitting a complaint to the Insurance Regulatory and Development Authority (IRDAI) / Ombudsman and other appropriate authorities for recovery of my money, compensation for harassment, and associated costs.

Attachments (sent with this email)​

  • Payment receipts for ₹63,625 (20 Aug 2024) and ₹4,497 (29 Aug 2024).
  • I confirm partial refund of ₹43,773 on 13 June 2025.
  • Attachment received from Star representative for the proof of payment of only partial amount
    (Please confirm if you require certified copies — I can provide them upon request.)
In addition, due to Star Health’s failure to issue my 2024–25 policy despite timely and full payment, I have been left without valid health insurance coverage for an entire year. This lapse was through no fault of mine, but entirely due to the negligence and mishandling by your company and its representative. As a direct result, I am now facing difficulty in obtaining a new policy or renewal at the earlier rate, and I have been exposed to unnecessary financial and health risk during this period.

Accordingly, Star Health must take full responsibility for this lapse and reissue my family floater policy immediately at the old premium rate applicable in August 2024, without any break in continuity or loss of benefits. Further, I reserve my right to seek appropriate compensation for the mental distress, risk, and inconvenience caused by being left uninsured for an entire year due to Star Health’s inaction.

I expect your urgent attention. After sending the above mail, I received Star GRO reply that they will investigate and reply back, but till today 25th Nov, no response has been received from Star health

Yours faithfully,
Ganta Srinivas Rao
 
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