Why customer service is bad: it's profitable

Why Is #CustomerService So Bad? Because It’s #Profitable!
If you’ve ever dealt with a #HealthInsurance claim, you would agree with the statement. The process starts with an unresponsive website, endless documentation, and generally end up with a rejection for the smallest technicalities. It often feels the process is designed to reject the claim, rather than approving it!

Take my recent experience with an OPD insurance policy from ekincare. The policy claimed to cover vision-related expenses. I got my son’s eyes tested, purchased new specs from a leading retailer, and filed the claim. Simple, right? Not really.
The claim was rejected because “frames are not covered under insurance.” Here’s the twist—my bill included both the frames and lenses, but it stated, “Lenses: Free.” Apparently, because I didn’t technically pay for the lenses, the entire bill was ineligible for reimbursement! Wonder what would I do only with the Frame!
Fun fact: Many eyewear retailers, like Lenskart.com, TitanEye Ltd, bundle lenses with frames. Many don't even give an option to buy lenses separately! Maybe a business model for them, do the reverse, let the customer pay for lenses and get the frame free!

Jokes apart, coming back to my story, I escalated the issue, only to receive the same robotic response. Tired, furstrated, I finally decided to let go! In the process insurer happily made a few thousand bucks! Aha, poor customer service is so profitable!

Sad part is, this isn’t just about one claim. It’s a pattern. Health insurance is one of most complicated product available to the common folks, with various clauses and sub clauses, it's tough to navigate. Inresponsive Customer Care, devoid of any logic make things worse! May be the reason why Health insurance penetration is very low in the country, despite of rising health care prices!

Have you faced similar challenges while filing health insurance claims?
Do you think better service and transparency could increase health insurance adoption?
Let’s discuss how we can push for a more customer-first approach in an industry that’s crucial for our well-being.