Star Health Customer Care: Complete, Practical Guide (India)

Who Star Health Is and Why Customer Care Matters

Star Health and Allied Insurance Co. Ltd., founded in 2006, is India’s first standalone health insurer. With a nationwide network of 14,000+ empanelled hospitals and millions of active policyholders, the company runs dedicated support operations focused on cashless hospitalization assistance, claims guidance, policy servicing, and grievance redressal.

Customer care is available 24×7 for hospitalization and claims intimation, while branch teams handle in-person servicing, document collection, and endorsements. Whether you need pre-authorization for planned treatment, reimbursement guidance post-discharge, portability assistance, or a correction to your policy details, reaching the right support channel quickly can save hours of effort and reduce claim turnaround time.

Official Contact Channels, Hours, and What to Keep Ready

Star Health operates a round-the-clock helpline to assist with cashless hospitalization, emergency intimation, and claims guidance. For policy servicing (like address changes, nominee updates, or renewal help), you can use email support or visit a branch during working hours. Keep your policy number, insured person’s date of birth, and a reachable phone number handy; for claims, keep hospital name and admission date/time ready.

Branch hours vary by city; most urban branches operate Monday–Saturday during business hours (public holidays closed). Confirm timings and the nearest branch in advance via the official website to avoid unnecessary travel. For digital self-service, the Star Health mobile app (Android and iOS) offers e-card access, claim status, and renewals.

• Toll-free (24×7): 1800-425-2255; Alternate toll-free: 1800-102-4477
• Email (general support): [email protected]; [email protected]
• Website (service, claims, hospital locator): https://www.starhealth.in
• Registered/Corporate Office (mail/courier): Star Health and Allied Insurance Co. Ltd., No. 1, New Tank Street, Valluvarkottam, Nungambakkam, Chennai – 600034, Tamil Nadu
• Branch locator and cashless hospital search: available on the website’s “Locate”/“Hospitals” sections

Cashless and Reimbursement Claims: How Customer Care Helps

For planned hospitalization, call the toll-free number and request pre-authorization 48–72 hours before admission. The hospital’s insurance desk will submit a pre-auth form with medical details to Star Health; approvals are often issued within a few hours, though complex cases may take longer. For emergencies, notify customer care as soon as possible and within 24 hours of admission to enable cashless coordination.

If you use a non-network hospital or choose reimbursement, intimate the claim promptly and collect all original bills and reports. After discharge, submit documents to your servicing branch or via the process guided by customer care. Always retain copies. Customer care can check completeness of documents and escalate internally if any medical clarifications are required, reducing back-and-forth and delays.

A dedicated claims team coordinates with hospital billing for cashless cases and with you for reimbursements. Typical updates include pre-auth status, additional document requirements, and settlement/shortfall details. Keep your claim reference ID noted—this will be required for tracking across phone and email.

Documents Typically Required (Claims and Policy Servicing)

Submitting a complete set of documents on the first attempt is the single best way to reduce turnaround time. Customer care can email you the latest checklist based on your policy type and the nature of treatment. Below is a practical list that covers most scenarios; certain specialized treatments may require extra medical reports.

• Identity and policy: Star Health e-card or policy schedule; photo ID (Aadhaar/Passport/Driving License); PAN (if mandated for high-value payments)
• Hospital documents: Admission note; discharge summary; final bill with break-up; paid receipts; pharmacy and diagnostic bills; implant invoices/serial numbers (if applicable)
• Medical records: Doctor’s prescriptions; investigation reports (lab, radiology, histopathology); operative notes; treating physician’s certificate (if requested)
• Financials and bank: Cancelled cheque leaf with pre-printed name; bank passbook copy; NEFT/IFSC details for reimbursement
• Accident/emergency cases: MLC/FIR (if applicable); incident description and time; treating doctor’s emergency certification
• Endorsements/servicing: Endorsement form; proof of address (Aadhaar/utility bill); proof of relationship for additions; birth certificate for newborn addition; marriage certificate (if surname/name change)

Grievance Redressal and Escalations

If you face a service shortfall (e.g., delays, document disputes, or policy servicing errors), raise a written complaint via email to [email protected] and request a ticket/acknowledgment number. IRDAI mandates that insurers resolve grievances within stipulated timelines (commonly 15 days for responses on complaints and service requests). Keep all email trails and acknowledgement numbers for reference.

If unresolved, escalate to the company’s Grievance Redressal Officer (GRO) at the Head Office, citing your ticket number and attaching prior correspondence. Email addresses and names of GROs are available on the official website; a commonly used escalation mailbox is [email protected]. Clearly mention policy number, insured name, complaint description, and the exact remedy sought (approval, reprocessing, correction, or written explanation).

Beyond the company’s final reply or after 30 days without satisfactory resolution, you may approach external forums: (a) IRDAI’s Integrated Grievance Management System (IGMS) at https://www.igms.irda.gov.in; toll-free 155255 / 1800-4254-732, and (b) the Insurance Ombudsman (Bima Lokpal) via https://www.cioins.co.in, choosing your jurisdiction by state/pincode. These channels are free and time-bound.

Premiums, Renewals, Portability, and Endorsements: What Support Can Do

Customer care can help with premium quotations, renewal payment links, and confirmation of grace periods. For most retail health policies, the grace period is typically 30 days from the due date for renewal (coverage benefits during this window are subject to policy terms; claims for events occurring in the grace period may not be payable unless premium is received). Support can resend renewal notices, assist with e-policy downloads, and verify GST invoice details for finance records.

For policy corrections (endorsements)—such as address, contact details, nominee, or name/date of birth changes—customer care will advise the exact documents and processing time. Request these well before renewal to avoid last-minute issues. If a refund arises due to mid-term changes or cancellations, support will confirm the pro-rata or short-period refund rules applicable to your policy.

Considering a move from another insurer? Portability requests must be initiated 45–60 days before renewal, per IRDAI guidelines. Star Health’s team will collect your previous insurer’s details, policy copies, and claim history (CIR). Continuity of waiting periods depends on clean disclosures and uninterrupted coverage; customer care can outline timelines, underwriting checkpoints, and how to track your porting status.

Data Privacy, Fraud Prevention, and Safe Communication

Always share personal and medical details only through official channels (toll-free numbers, starhealth.in, or emails ending with @starhealth.in). Star Health does not request UPI PINs or OTPs for phone payments; use official payment links or the app. For reimbursement, claims are paid via NEFT to the registered bank account—confirm details only through verified channels.

To protect your information, avoid posting policy details on social media. If you suspect a phishing email or a fake call using the company’s name, forward the details to [email protected] and alert the helpline immediately. Customer care can validate whether a caller, email, or payment link is genuine and can lock your account if any unusual activity is detected.

Pro Tips for Faster Resolutions

When you call or email, include your policy number, insured name, mobile number, and city. For claims, add hospital name, admission date/time, and a one-line medical reason (e.g., “planned laparoscopic cholecystectomy on 15-Sep-2025”). Attach clear, legible scans in PDF format under 5 MB each to avoid mail rejections.

After every interaction, ask for the service request or claim reference ID and expected turnaround time. If the timeline lapses, reply on the same email thread or call with the reference ID for faster retrieval. Escalate politely with facts and documents; this typically yields the quickest resolution.

How to claim in Star Health Insurance?

1. You can hand them over at the nearest Star Health office directly or through your advisor. 2. You can also utilize our Customer Portal or Customer App to upload the documents, and then send the full set of original documents via postal mail or courier to our address.

What is Star Health in Texas?

STAR Medicaid Managed Care Program. Most people who have Medicaid in Texas get their coverage through the STAR managed care program. STAR covers low-income children, pregnant women and families. STAR members get their services through health plans they choose.

How to check star health policy renewal status?

Online portal: Log in to the Star Health and Allied Insurance online portal using your policy credentials. Navigate to the “Policy Details” section to view your policy status, coverage details, and other relevant information.

How do I cancel Star Health?

If you require assistance with cancellations after the free look period, please don’t hesitate to contact us. You can reach us via email at [email protected], or simply give us a call at 1800 425 2255. We are here to assist you and will be happy to help.