Presented by Deepali Jukar (PA-04) Rachana Shetty (PA-14) Sagar Patel (PA-17)

Commenced operations on 18th May2006 with an unique distinction of being the first Standalone Health Insurer of India Had a humble beginning with Rs. 18 crs of premium during the first year, grew leaps and bounds by registering GDP of Rs. 860 crs during FY 2012-13 Operating through 224 Branch offices and 512 SMS with more than 5000 employees in the service of the insuring public Has handled 3 mega schemes Rajiv Aarogyasree in AP

Chief Ministers Health Insurance Scheme in TN

Govt. Employees Scheme in TN

Has been maintaining growth rate consistently more than the industry average

Promoters: Oman Insurance Company, UAE Leading NRIs Indian Business Houses Investors: ICICI Ventures Funds Sequoia Capital Tata Capital Growth Fund

Paid up capital : INR 326.95 Crs

Corporate Office Zonal Offices Area Offices

Branch Offices

SM Station

SM

Corporate Agents/Brokers

Agents

MTs

Rs. In Crores

SL No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

Insurers New India United India National ICICI-lombard Oriental Star Health Apollo Munich Bajaj Allianz HDFC ERGO Reliance General Cholamandalam MS IFFCO-Tokio Royal Sundaram Max Bupa Bharti AXA Grand Total OF 22

Health 2757.71 2642.81 2372.22 1665.17 1491.94 843.80 598.75 594.85 521.50 295.53 287.00 210.79 209.23 206.52 195.49 15340.78
Source GIC

Ranking 6th amongst all General Insurers in garnering Health insurance Premium Ranking 2nd amongst Private Insurers in securing Health Premium Ranking 1st amongst the Standalone Health Insurers in premium base

Gross Direct Premium Underwritten upto November 2013

INSURERS APRIL NOVEMBER (yoy) 1353.92 GROWTH OVER THE PERIOD OF PREVIOUS YEAR(%) 16.62

TATA-AIG

ICICI LOMBARD
BAJAJ ALLIANZ HDFC ERGO BHARAT AXA GENERAL

3967.67
2505.62 1601.18 772.87

16.87
16.87 16.70 20.94

MAX BUPA
STAR HEALTH

104.68
512.78

68.91
24.43

HEALTH INSURANCE MARKET OVERVIEW (APRIL 2013- NOV 2013)

INSURERS TATA-AIG ICICI LOMBARD MARKET SHARE(%) 3.14 9.01 ANNUAL RANKING 11 5

BAJAJ ALLIANZ
HDFC ERGO BHARAT AXA GENERAL MAX BUPA

5.82
3.71 1.86 0.35

6
9 15 23

STAR HEALTH

1.27

19

Performance - Retail
1400
1200 1000

800
600 400 200 0 Premium No. of Policies

Innovations by STAR

product for Senior Citizens top up plan Star Super Surplus Health + Life combi product coverage for HIV +ve groups. coverage for cardiac patients Star Cardiac Care

Portfolio wise Performance

HEALTH

no.of policies

Premium (in crore)

493531 264725

24689

112119

6.4

32.1

82.1 2008 - 09

164.4
2009 - 10

2006 - 07

2007 - 08

ACCIDENT

227847 178481 32998 1.3

292242 247579 226474

131282

7.6

9.1

10.9

15.2

17.4

16.6

2006 2007 2008 2009 2010 2011 2012 - 07 - 08 - 09 - 10 - 11 - 12 - 13

Product Portfolio
Health
Medi Classic (Individual & Group) Family Health Optima Senior Citizens Red Carpet Star Diabetes Safe Star Super Surplus (Individual & Family Floater) True Value HIV Care (Star Net Plus). Star Health Gain (IP + OP Benefits) Star All Care (for NRIs) Star Criticare Plus Star Unique Insurance (covers PED also) Personal Accident

Overseas Travel

Accident Care (Individual & Group)

Travel Protect for Individual Family Travel Protect Student Travel Protect Corporate Travel Protect

Accident Trauma Care (Individual & Group)

Student Care

Star Wedding Gift (with maternity benefits)

Medi Classic with PA FHO with PA Star Cardiac Care Health Plus Life Star Shri Individual Care Star Shri Family Care

First company to have in house settlement of claims with qualified medical professionals Cashless with TAT less than 2 hours in 90% of cases Cashless Claims settlement decentralized at zone level with prescribed limits. Re-imbursement claims settled within 10 days on receipt of documents We service our customers through 2056 Agreed network hospitals, 5431 Empanelled

hospitals and 724 empanelled diagnostic centers.

Hospital Relationship Managers in each zone to strengthen relationship with our network hospitals

24 X 7 In house Toll Free Call Centre for claims facilitation and claims assistance center at

Zonal level

Field visit by our Doctors to verify authenticity of claims Regional vigilance officers in every zone for market intelligence and monitoring offices

Claims Handled (retail)

250000 200000 150000 100000 50000 0 PA HEALTH OMP

Exclusions
Treatment of illness/disease/sickness contracted by the insured person during the first 30 days from the commencement date of the policy First Two Years Exclusions: Cataract, Hysterectomy for Menorrhagia or Fibromyoma, Replacement surgery for knee and/or joint (other than caused by an accident), Prolapse of intervertebral disc (other than caused by accident), varicose veins and varicose ulcers First Year Exclusions: Benign Prostate Hypertrophy, Hernia, Hydrocele, Fistula in anus, Piles, Sinusitis and related disorders, congenital internal disease/defects, removal of gallstones and renal stone Naturopathy treatment

Medical Examination
Necessity for persons above 50 yrs of age cost of medical check up will be picked by our Co The test to be done in one of our empanelled laboratories only. The type of test to be conducted is available with the net-work diagnostic clinics Company will issue a form with the photo of the insured which needs to be presented at our network diagnostic centre who will carry out the medical tests and submit the report to us.

The report will be seen by the doctors on our rolls and based on their recommendation, proposals need to be accepted and policy issued.
If the insured has not turned up for medical examination up to 30 days from the date of receipt of advance premium, then the premium received shall be refunded in full. The cover is granted from the date of the advance receipt. In the event of any short collection of the premium, cover can be granted only from the date of collection of balance/full premium

Acceptance of proposals
Persons above 50 or up to 50 yrs of age, where the medical reports/history, indicate that the insured had suffered in the past or suffering from any heart disease or cancer, avoid acceptance of such risks. Will not grant cover for persons beyond the age of 60 yrs under our following health policies i.e. Medi Classic, FHO, Super Surplus, Medi premier & Health Gain. The maximum age limit of 60 yrs for acceptance of business is not applicable to our own renewals and Sr. Citizen Red Carpet insurance Policy

As for as the cover for persons above 60 yrs for Medi Classic, the proposal need not to be considered generally and they can be covered under Sr. Citizen Red Carpet Policy.
No premium cheque to be collected nor the proposer shall be asked to undergo medical examination. On receipt of the acceptance of the proposal from the Corporate Office, the premium to be collected, persons to be asked to go for medical examination Then the proposal and medical report shall be referred to the company doctor. Based on the scrutiny report, the proposal has to be considered for underwriting

Overseas Medical Policies

All the officers in charge of operating officers are empowered to issue policies up to 80 yrs of age & up to US $ of 5 lakhs sum insured. Also note that all special exclusions/conditions/loading/co-pay & PED applicable to various age groups and sum insured is incorporated. However in respect of persons above 80 yrs, proposal form along with medical reports to be referred to Corporate Office for their approval.

Break In insurance
All the officers in-charge of operating offices (BM/AM/ZM) are empowered to grant continuity of benefits in respect of their own renewals done within 15 days from the date of expiry of the policy. No cover will be available for the period (15 days) for which no premium is received.

Transfer from other companies

Allowed only in cases where the age of the proposer is less than 45 yrs and also with NIL Claim history. Even then based on the number of years, the policy has run with other/earlier insurer, waiver of 30 days, 1year and 2 years are allowed excluding cover for PED. Cover for PED will be given only after completion of continuous policy with us for four years. Whenever a proposal is received for covering only one individual of above 50 years and not covering other younger members of the family, the proposer has to be decided after satisfying our self, that there is no intention to cover a person with impending problems

General
The proposal form should be duly filled in all respect and signed by the insured/proposer properly. Answering the questions with a mere dash shall not be accepted and proposer/insured has to specifically answer with YES or NO.

GRIEVANCE REDRESSAL
Contact our Grievance Coordinator for your Region.

Level 1

Grievance Coordinator's contact information

Level 2

If not satisfied with our Zonal Grievance Coordinator's response then call at toll free number 1 800 425 2255 / 1 800 102 4477 or landline number 044-28319100 ( Register your complaint online.

Level 3

Contact Mr.V.Vasudevan,Grievance Redressal Officer, Corporate Grievance Department,

If all the above steps do not meet your expectations or your issue is still unresolved or you are unhappy with

our decision then escalate to:

Level 4

Insurance Regulatory Authority by registering your complaint in their website at http://www.irda.gov.in OR Insurance Ombudsman of your region

Marketing collateral

Uses brochures for information for every policy

Easy customer understanding

24x7 helpline for claims inquiries Customer support

Online availability of brochures

Well designed web content List of network hospitals Clearly distinguished policies featuring key benefits of each policy

INTEGRATED MARKETING COMMUNICATION

PRINT ADVERTISEMENTS

INITIATIVE TAKEN BY STAR HEALTH

Star health undertook an innovative approach on World Diabetes Day,2011in Thiruvananthpuram,Kerala by organising a flash mob where all officials including the senior ones held a rally with placards and wearing t-shirts with World Diabetes Dayprinted on them. They were walking around several high traffic areas of the city and handing over pamphlets to passers-bys making them aware about the disease. This approach of Star Health showed the potential clients how much concerned it is about their health and their readiness to hold their back in times of need. This gesture can win customer buying intention which if properly nurtured through hassle free claims service and renewal notices can achieve customer loyalty too.

INITIATIVE TAKEN BY STAR HEALTH

TVCs BY STAR HEALTH INSURANCE

They do not believe in spending a lot in media advertisements and hence put more into claims.

OTHER COMMUNICATION MEDIA

Radio

Newspapers Walk-ins and Cold Walk-ins Word Of Mouth

Recommendations