Mumbai: Hansa Research has unveiled the first edition of its Health Insurance Customer Experience Score (CuES) 2025 report, offering an in-depth analysis of customer expectations, satisfaction, and brand performance in the health insurance sector. Drawing insights from over 3,800 respondents across 12 major health insurance brands, the report sets a new benchmark for understanding customer engagement in one of India’s most vital and fast-evolving financial sectors.
In this debut edition, Bajaj Allianz General Insurance emerged as the top-ranked brand in terms of customer experience, followed by SBI General Insurance in second place and ICICI Lombard General Insurance securing the third spot. These insurers were rated highly across parameters such as trust, claims experience, ease of policy management, digital support, and hospital network access.
The Health Insurance CuES 2025 report comes at a time when India’s health insurance sector is witnessing steady growth, driven by rising healthcare costs and increased consumer awareness post-pandemic. Notably, 48% of respondents cited ‘protection from rising healthcare expenses’ as their primary motivation for purchasing health insurance, signaling a shift in perception from mere financial product to essential healthcare enabler. The report also highlights that nearly 30% of policyholders supplement employer-provided coverage with personal health insurance policies.
Bajaj Allianz General Insurance, which topped the rankings, scored an impressive Net Promoter Score (NPS) of 68%, reflecting its success in delivering high-quality, customer-centric services. The brand’s excellence in digital support, seamless claims experience, and an extensive hospital network contributed to its standout performance.
Sharing some insights on the Hansa Research, Health Insurance CuES report, Praveen Nijhara, CEO, Hansa Research said,“The Health Insurance CuES 2025 report is a timely benchmark for the industry. It reflects a major shift in consumer mindset. Customers today are informed, vocal and expect seamless experiences and this highlights the importance of transparency, service quality and innovation in building lasting trust.”
Key Takeaways from the CuES 2025 Report:
*Evolving Expectations: Consumers now demand flexible, wellness-linked, and digitally accessible health insurance offerings. Brands that personalize products and integrate wellness benefits fare better in loyalty and satisfaction.
*Brand Preferences: Trust, flexibility in coverage, and 24/7 customer support were the three core factors shaping brand preferences. Millennials, in particular, prioritize round-the-clock support and seamless digital interactions.
*Consumer Empowerment via Portability: With health insurance portability gaining ground, insurers are under pressure to offer consistent value. Premium hikes, lack of transparency, and poor claims service are cited as top reasons for switching providers.
*Claims Experience: A persistent pain point, with 55% of claimants facing difficulties—particularly around hospital network limitations, slow payouts, and pre-authorization hurdles. Millennials report even higher dissatisfaction levels, underscoring the demand for digital-first, faster resolutions.
*Non-Policyholder Barriers: Despite awareness, many remain uninsured due to perceived complexity, cost, and lack of clear benefits. The report recommends simplified onboarding, micro-insurance products, and more transparent communication to expand market penetration.
Piyali Chatterjee, Executive Vice President, CX, Hansa Research said,
“Expansion of network coverage, simplifying pre-authorization protocols, and ensure timely settlements will improve customer trust. Addressing these issues is critical for strengthening India’s healthcare financing ecosystem and delivering a seamless insurance experience.”
