Introduction

Objective
This assignment aims to collect data through health insurance surveys to understand individuals'
experiences with their health insurance benefits. We will gather information on whether participants
are utilizing their health insurance benefits, which insurance company they are enrolled with, their
satisfaction levels with the services received, timeliness of service delivery, and any challenges
encountered in accessing promised services.

Our goal is to compare various insurance companies based on the survey data and analyze which
company offers the most comprehensive and satisfactory insurance policies. To facilitate this process,
we will utilize Google Forms to gather the survey data.

Google form link: https://forms.gle/eF9apb8BNJepKhYs6

Survey Taker Demographics

The audience for this survey ranges from students to retired individuals, encompassing both
employed and unemployed individuals. Our aim is to gain insights into their perceptions of insurance
policies and how they are utilizing them. While we have data from a diverse group of people
spanning different ages and occupations, it's worth noting that a significant portion of respondents
are college students.

Questionnaire Design
I have focused the questions exclusively on health insurance to ensure clarity and ease of
completion. The questions are concise, designed to facilitate straightforward responses. They
encompass various formats, including multiple-choice and short-answer formats.

Key Findings
Demographic Insights
Age Distribution:

The majority of respondents fell within the 18-25 age group (65%), followed by the 25-45 age group
(20%), indicating a younger respondent base.

Age

65%

20%
10% 5%

18-25 25-45 45-65 65+

Gender Distribution:

Gender distribution was relatively balanced, with slightly more male respondents (55%) than female
respondents (40%), and a small percentage identifying as 'Other' (5%).

Gender

5%
Male
40% Female
55%
Other

Location:

The majority of respondents were from Delhi(75%), followed by Mumbai(15%).

Location

75%

5% 15% 5%

Delhi Gwalior Mumbai Bengaluru

Employment Status:

Employment status consisted mostly of students(60%) and employed individuals(25%).

Employment Status

Employed
5%
25% Self Employed
Unemployed
5%
60% 5% Student
Retired
Health Insurance Coverage
Percentage of Respondents with Health Insurance:

85% of respondents reported having health insurance, while 15% did not.

Do you currently have health insurance?

15%
Yes
No

85%

Most Common Health Insurance Company:

Among respondents with health insurance, LIC was the most frequently cited provider (35%),
followed by SBI (20%) and HDFC (15%).

Health Insurance Companies

SBI 20%
TATA AIG 10%
ADITYA BIRLA 5%
ICICI 10%
LIC 35%
HDFC 15%
STAR HEALTH 5%

0% 5% 10% 15% 20% 25% 30% 35% 40%

Type Of Health Insurance:

Majority of insurance holders had family floater plan (61%), followed by group health
insurance(22%).

Type Of Health Insurance

61%

11% 22% 6%

Individual Health Family Floater Plan Group Health Unit Linked Health
Insurance Insurance Plans
Coverage and Costs
Key Factor Response

Satisfaction with Coverage Range Very Satisfied (55%)

Affordability of Monthly Premium Somewhat expensive (30%)

Claim Denial Experience No (85%)

Claims Process Difficulty Neutral (40%)

Reasonableness of Out-of-pocket Costs Somewhat unreasonable (35%)

The survey findings indicate that respondents generally expressed satisfaction with their coverage
range, with 55% reporting feeling very satisfied. However, opinions on the affordability of monthly
premiums were mixed, with 30% considering them somewhat expensive. A significant majority of
85% reported no experience with claim denials, suggesting positive outcomes in this area. Regarding
the claims process difficulty, 40% of respondents were neutral, implying a middling perception of the
process. Additionally, opinions on the reasonableness of out-of-pocket costs leaned towards the
negative side, with 35% finding them somewhat unreasonable. Overall, while satisfaction with
coverage was relatively positive, concerns persisted around premium affordability and out-of-pocket
costs.

Customer Service
Key Factor Response

Satisfaction with Customer Service Neutral (40%)

Satisfaction with Claim Resolution Time Dissatisfied (35%)

Contacted Customer service? Yes (60%)

Reaching Representative Difficulty Somewhat difficult (25%)

Satisfaction with Customer Service Resolution Satisfied (45%)

In the survey results, 40% of respondents reported feeling neutral about their satisfaction with
customer service, indicating a mixed perception. However, dissatisfaction with claim resolution time
was noted, with 35% expressing dissatisfaction in this area. The majority of respondents (60%)
reported having contacted customer service, suggesting active engagement with the insurance
provider. Among those who reached out, 25% found it somewhat difficult to reach a representative.
On a positive note, 45% of respondents who interacted with customer service reported feeling
satisfied with the resolution provided, indicating effective problem-solving and support in resolving
issues. These findings highlight both areas of improvement and positive outcomes in customer
service experiences within the surveyed group.
Overall Satisfaction
Key Factor Response
Overall Satisfaction with Insurance Company Satisfied (60%)
Recommend Current Insurance Company Somewhat likely (45%)

The survey results indicate a relatively high overall satisfaction level with the insurance company,
with 60% of respondents reporting satisfaction. Additionally, 45% of respondents expressed a
likelihood to recommend their current insurance company to others. These findings suggest a
generally positive sentiment among policyholders towards their insurance provider, with a majority
expressing satisfaction and a significant portion open to recommending the company to others. This
positive feedback is indicative of a favourable perception of the insurance company's services and
offerings among surveyed individuals.

Comparison Between Health Insurance Companies

Health Insurance Companies:
• Star Health
• HDFC
• LIC
• ICICI
• Aditya Birla
• Tata AIG
• SBI

Criteria for Comparison:

• Coverage Range: How comprehensive is the coverage offered by each company?
• Affordability of Premiums: Are the monthly premiums affordable relative to the coverage
provided?
• Difficulty in Claim Process: How challenging is the claims process with your insurance
provider?
• Out-of-Pocket Costs: How satisfied are you with the out-of-pocket costs associated with your
health insurance?
• Customer Service Satisfaction: How satisfied are you with the customer service provided by
your insurance company?
• Claim Resolution Time: How efficiently and quickly are claims processed and resolved by
your insurance company?
• Ease of Reaching a Customer Service Representative: How easy is it to reach a customer
service representative when you have inquiries or issues?
• Customer Care Quality: How responsive and helpful is the customer care provided by each
company?
• Overall Satisfaction: What is your overall satisfaction level with your health insurance
company?
• Likelihood to Recommend: How likely are you to recommend your health insurance
company to others?
Criteria Star Health HDFC LIC ICICI Aditya Birla Tata AIG SBI
Coverage Range 5 2 2 1 2 4 2
Affordability of Premiums 3 4 2 3 2 5 2
Difficulty in Claim Process 5 3 4 3 5 2 2
Out-of-Pocket Costs 2 5 2 2 4 4 5
Customer Service Satisfaction 5 4 5 2 4 5 1
Claim Resolution Time 4 4 5 2 5 2 3
Ease of Reaching Customer Service 2 1 3 2 5 3 5
Customer Care Quality 3 3 5 5 3 4 5
Overall Satisfaction 5 5 5 4 3 4 4
Likelihood to Recommend 3 2 3 2 3 2 4

Analysis:

Star Health: Star Health performs well in coverage range, difficulty in claim process,
customer service satisfaction, claim resolution time, and overall satisfaction, receiving
mostly high ratings in these areas. However, it scores lower in affordability of premiums,
out-of-pocket costs and ease of reaching customer service.

HDFC: HDFC demonstrates strength in affordability of premiums, out-of-pocket costs,

customer service satisfaction, and overall satisfaction, with competitive ratings in these
categories. However, its lower scores in coverage range and ease of reaching customer
service may indicate limitations in these critical areas, affecting its overall appeal.

LIC: LIC excels in customer care quality, overall satisfaction, and likelihood to recommend,
showcasing a commitment to customer service and satisfaction. However, it receives lower
ratings in coverage range,affordability and ease of reaching customer service, which could
impact accessibility and breadth of coverage.

ICICI: ICICI stands out in customer care quality, and overall satisfaction, suggesting a focus
on providing quality service. Yet, it faces challenges in coverage, affordability customer
satisfaction and claim resolution time, which could impact customer experience.

Aditya Birla: Aditya Birla performs well in claim resolution time, ease of reaching customer
service, and customer care quality, highlighting efficient and responsive service. However, it
receives lower scores in affordability of premiums coverage range, potentially affecting its
competitiveness.

Tata AIG: Tata AIG demonstrates strength in coverage range, affordability of premiums, and
customer service satisfaction. However, its lower ratings in claim resolution time may raise
concerns about claims processing efficiency.
SBI: SBI scores well in ease of reaching customer service and customer care quality,
emphasizing efficiency and quality of service. However, it receives lower scores in coverage
range and affordability of premiums, which may impact its attractiveness as an insurance
provider.

Recommendation:
Based on the provided data and analysis, the recommendation for choosing a health
insurance company would be Star Health. Here's the reasoning behind this
recommendation:

• Strengths: Star Health received high ratings for coverage range, customer service
satisfaction, and claim resolution time, indicating strong performance in key areas
that are important to policyholders.
• Overall Satisfaction: Star Health achieved the highest overall satisfaction rating (5
out of 5) among the listed companies, reflecting positive experiences and
satisfaction levels reported by respondents.
• Areas for Improvement: While Star Health could improve affordability of premiums
and ease of reaching customer service, its strengths in coverage range and overall
customer satisfaction outweigh these areas of improvement.

Therefore, based on the data provided, Star Health emerges as a favourable choice due to
its strong performance in essential aspects of health insurance.

Conclusion:
When choosing a health insurance company, customers should carefully consider a range of factors
to ensure they find the best fit for their needs. These factors include coverage range, affordability of
premiums, claim denial rates, difficulty in the claim process, out-of-pocket costs, customer service
satisfaction, claim resolution time, ease of reaching customer service, customer care quality, overall
satisfaction, and likelihood to recommend. Each company assessed in this analysis has its own set of
strengths and areas for improvement across these factors. By evaluating these factors against
personal preferences and priorities, individuals can make an informed decision that aligns with their
specific requirements for health insurance coverage and service quality. It's essential to prioritize
factors that are most important to you, whether it's comprehensive coverage options, competitive
pricing, responsive customer service, or efficient claims processing, to ensure satisfaction with the
chosen health insurance provider.