Health insurance policies be provided in hard copies by insurers….by Brij Bhushan Goyal
The growing digitisation of insurance services has made purchasing and renewing policies more convenient, but this convenience must not come at the cost of policyholders’ right to understand and retain their insurance contracts.
This is particularly important for senior citizens, less-educated consumers and those who are not comfortable with digital platforms. People pay substantial premiums for health insurance to secure financial protection during illness or medical emergencies.
Yet many policyholders face difficulties in accessing complete policy documents, detailed terms and conditions, and subsequent amendments.
A digital health card or a brief policy summary cannot substitute for the complete insurance contract. The right to know precisely what one has purchased is fundamental to meaningful consumer protection.
The Insurance Regulatory and Development Authority of India (IRDAI) has introduced safeguards through its 2024 regulations and related directions to protect policyholders’ interests. Electronically issued policies must also be provided in physical form when requested by the policyholder.
Insurers are also required to provide a Customer Information Sheet (CIS) explaining essential policy features in simple language, with regional-language availability when the policyholder so desires. However, these safeguards are meaningful only when customers are aware of their rights and insurers implement the provisions effectively.
Exclusions, waiting periods, co-payments, deductibles, room-rent restrictions, sub-limits and claim procedures must be clearly explained. Consumers should not discover the financial implications of unfamiliar conditions only when they submit a claim.
The need for transparency becomes even greater when families face claim rejections, partial settlements, unexpected deductions or delays in cashless approvals. Without access to the complete policy, a policyholder may find it difficult to understand why a claim has been reduced or rejected.
Insurers should therefore clearly inform customers, at the time of purchase and renewal, of their right to receive physical documents. On request, the complete policy wording, policy schedule, CIS, endorsements, amendments and renewal documents should be supplied in printed form.
Material changes in coverage or conditions should be communicated directly through the customer’s preferred communication channel. Physical health insurance cards should also be made available on request, without treating them as substitutes for the full policy.
Regional-language access, reasonable delivery timelines and transparent charges would further strengthen consumer protection.
IRDAI must give particular attention to effective implementation, consumer awareness and accessible grievance redressal. Digitisation should expand consumer choice, not make policyholders dependent on agents, intermediaries or online records that some may find difficult to access.
An insurance contract represents a serious financial commitment, and every customer deserves a fair opportunity to understand what is covered, what is excluded and what financial liabilities may arise during treatment. For senior citizens and digitally disadvantaged consumers, a printed policy is not an outdated convenience; it is an instrument of clarity, confidence and accountability.
Health insurance must provide meaningful financial protection when illness strikes, rather than leave families struggling to interpret complicated contractual conditions at their most vulnerable moment. The right to understand an insurance policy must be as important as the right to purchase one.
November 7, 2026
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Brij Bhushan Goyal, Social Activist
brijbgoyal@gmail.com
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