Over 70% of HR professionals struggle with hidden costs in insurance plans.
This brings to question, whether you are asking the right questions before finalising on a group health insurance or employee health insurance.
As an HR, you are juggling hiring, payroll, leaves—and yes, insurance. When it's time to renew or buy a group health policy, you probably ask the usual three:
- "What's the premium?"
- "Who is the TPA?"
- "Which hospitals are on the list?"
Fair questions. But here's the kicker: They barely scratch the surface.
The real challenges begin when an employee is stuck at the hospital, confused about claim approvals, or frustrated with hidden charges—and guess what? Their first call is to YOU.
Let's stop the chaos before it starts. Ask these 20 thoughtful questions upfront to ensure a smoother experience for your employees (and fewer midnight SOS calls for you).
The Must-Know Basics
1. When will the hospital list be visible on the app?
Your team needs this ASAP during emergencies. Make sure it's available before the policy kicks in.
2. How will employee issues be handled from day one?
Where do they go? Is there a helpdesk? Or will they flood your inbox with questions?
3. If a claim gets stuck, who will solve it?
You need a real person, not a vague "We'll take care of it." Get a dedicated contact.
4. What help do you provide during hospital emergencies?
Will they assist with admission formalities? Speak to hospital staff? Or say, "Wait and see"?
5. Can you explain co-pay, room rent limits, and sub-limits—without jargon?
Even seasoned HRs get tripped up here. Insist on examples you can actually understand.
6. Will employees get health cards before the policy starts?
Delays lead to panic. No card, no admission. Solve this beforehand.
7. Can you integrate with our HR tools (Slack, HRMS)?
Because seamless access = fewer queries = happier employees.
8. Will I receive regular reports on claims and usage?
Don't wait till renewal to uncover issues. Monthly updates give better control.
Keeping Employees Informed & Supported
9. Do you offer onboarding sessions for employees?
People won't read long PDFs. A quick training now saves 100 repetitive queries later.
10. How does the cashless hospital process actually work?
A simple step-by-step guide prevents confusion during critical moments.
11. Will employees see what's NOT covered?
Surprise bills at the hospital? Not ideal. Transparency builds trust.
12. Can employees get help over WhatsApp?
Let's be real—this is where most people ask for help first. Make sure support is available where they actually communicate.
13. Can you show how you've solved problems for companies like us?
Case studies speak louder than fancy presentations.
14. What’s your escalation matrix if something goes wrong during a claim?
Emergencies escalate fast. HRs need a clear step-by-step path for issue resolution—who to call, when, and what to expect.
15. What happens if someone leaves mid-year?
Can they continue coverage on their own? Will they lose benefits instantly?
Beyond the Basics—Building a Better Plan
16. Do you offer extra covers like OPD, parental coverage, and wellness benefits?
Diverse teams need flexible benefits—not one-size-fits-all plans.
17. What's your average time to settle a claim?
Because speed matters when someone is unwell. Ask for actual numbers.
18. Can I track wellness benefits—doctor consults, therapy, checkups?
Are employees using what you're paying for? Make sure it's not going to waste.
19. Will employees speak to humans or just chatbots?
Nobody wants a bot when they're in distress. Ensure real support exists.
20. Can I speak to current HR clients?
This is the best way to know if your broker truly delivers.
Buying insurance isn't just ticking a box—it's ensuring your employees feel secure when they need it most.
And you? You shouldn't be stuck in the middle, troubleshooting claim calls while juggling a dozen other HR priorities.
Ask the right questions today—save yourself headaches tomorrow.
Want to check if your broker ticks all 20 boxes? At Pazcare, we've built our service with these exact pain points in mind. Let's chat!
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