When ‘I thought it was all covered’ turns into serious escalations
Every HR leader has had that one employee walk in, visibly stressed, clutching a rejection letter. Maybe it was Himanshu from the sales team wondering why his parents’ hospitalisation claim didn’t go through. Or Rajeev from the IT department, confused about why his short daycare surgery wasn’t covered. Maybe it’s those “Do I need to pay for this particular treatment?” questions after employees file claims. You’ve heard it before:
“I thought it only covers hospitalisation,”
“My family won’t get covered,”
“It’s too complicated to use”
Group health insurance is a huge value-add for employees in India. Yet, it remains one of the most misunderstood benefits. Despite company orientations, welcome kits, and FAQs, employees often don’t fully know how to access their group health insurance at times of emergency, or worse, hold onto outdated myths they’ve picked up from friends, family, or the internet.
This confusion doesn’t just lead to missed claims. It builds mistrust between the employees, and their organisations. Employees think their employer is offering a ‘low-grade’ policy or not keeping them properly informed, that will affect employee retention in the long run. And for HR, it means more escalations, back-and-forth with insurance brokers, and frustrated teams.
Let’s break down the most common myths your employees probably believe, paired with the facts, so you can confidently guide your team to make better healthcare decisions.
Let’s get into it.
What is group health insurance?
Group health insurance is a health benefit that companies offer to their employees. Instead of employees buying their own insurance, the employer buys a single policy that covers all eligible employees, and often, their families too.
What does it cover?
- Hospitalisation expenses (planned or emergency)
- Surgeries (like appendix removal, gall bladder surgery)
- Maternity care (normal and C-section deliveries)
- Daycare treatments (like cataract surgery, chemotherapy)
- Sometimes even doctor consultations and preventive health check-ups
Most companies also allow employees to cover dependents, like spouses, children, and in many cases (depending on the coverage), it can cover parents and in-laws.
Why do companies offer it?
Group insurance spreads the risk across many people, which means premiums are much lower than individual health policies. For HR, it’s a cost-effective way to offer employees peace of mind, quick cashless claims, and fewer out-of-pocket medical expenses. It’s also a way to show employees they are valued, protected, and supported, because employees are a company’s first priority when it comes to building a great work culture to begin with.
Common myths about group health insurance policies
Even with regular HR sessions and detailed onboarding kits, employees often carry half-truths and misconceptions about their group health insurance. Some beliefs come from outdated experiences, others from hearsay or plain confusion. Let’s break down the most common myths your employees likely have, and help you, as HR, clear the air.
Myth 1: “Group health insurance only helps if you’re hospitalised.”
Why this myth exists: Most people assume health insurance only kicks in for long hospital stays, especially since early insurance policies mainly focused on hospitalisation expenses.
The truth: Modern group health insurance policies cover much more than just hospital stays. Many common procedures, like cataract surgeries, chemotherapy, dialysis, and even minor dental procedures, don’t require 24-hour hospitalisation. These are called daycare treatments and are usually included in group plans. Some companies even offer preventive care like health check-ups and doctor consultations.
Myth 2: “Group health insurance is too expensive.”
Why this myth exists: When employees hear about insurance costs in the market, they automatically think group insurance must be similarly expensive.
The truth: Group insurance works on a shared-risk model, which brings down the cost for everyone. In most companies, the employer covers the entire premium for employees, and in some cases, even for family members. Employees only pay extra if they opt for additional coverage like parents’ insurance or top-up policies, and even that comes at a discounted rate compared to personal policies.
Myth 3: “You must be admitted for 24 hours to get a claim approved.”
Why this myth exists: Older insurance policies had a 24-hour minimum hospitalisation rule, and many employees still assume it applies today.
The truth: Today’s group health insurance policies are much more flexible. Treatments like chemotherapy, radiotherapy, eye surgeries, and minor operations are covered under daycare benefits, even if hospitalisation lasts only a few hours. This flexibility ensures employees don’t pay out-of-pocket for short but essential treatments.
Myth 4: “I can add family members anytime I want.”
Why this myth exists: With everything going digital, employees assume they can ‘edit’ their insurance preferences like they would update a shopping cart.
The truth: Group insurance policies have specific enrollment windows, typically during your date of joining and the annual renewal cycle. Outside of these periods, changes like adding a spouse or child can only be done during life events (marriage, childbirth). It’s crucial to explain these timelines clearly to avoid last-minute panic during medical emergencies.
Myth 5: “Insurance will pay for everything.”
Why this myth exists: Terms like ‘cashless claims’ often make employees think they won’t need to pay anything from their pocket.
The truth: While group insurance covers the majority of costs, there are often caps on room rent, exclusions (like consumables, administrative charges), and co-payments for certain treatments. Educating employees on these limits upfront reduces frustration during claims and helps set realistic expectations.
Myth 6: “My spouse, kids, and parents are automatically covered.”
Why this myth exists: The phrase ‘family floater’ leads employees to assume everyone in the family is automatically included.
The truth: Usually, group insurance includes the employee, spouse, and up to two children by default. Coverage for parents or additional dependents typically comes at an extra premium, often through opt-in during enrollment periods. HR teams can clarify who is covered and how to add family members through transparent communication.
Myth 7: “Managing group insurance is too complicated for HR.”
Why this myth exists: Legacy systems required cumbersome paperwork and back-and-forth with brokers, which left a lasting impression on HR professionals.
The truth: Modern group health insurance has gone digital. Platforms like Pazcare let you add employees in minutes, track claims online, generate reports, and offer employees self-service options. This shift drastically reduces manual effort, making life easier for both HR teams and employees.
Myth 8: “Once the insurance is set, we don’t need to revisit it.”
Why this myth exists: HR teams sometimes assume one-time setup is enough, especially when juggling multiple priorities.
The truth: Healthcare needs change every year, new treatments come up, costs rise, and employee expectations evolve. Regularly reviewing your group health insurance policy during renewal helps you identify gaps, add useful benefits (like mental health coverage, OPD, or dental care), and ensure your workforce stays adequately protected.
Myth 9: “Online claims and policies aren’t safe.”
Why this myth exists: Some employees, especially those less tech-savvy, may be wary of using digital tools for insurance.
The truth: Reputed insurers use encrypted portals with secure payment gateways. In fact, online processes speed up claims, reduce errors, and offer easy access to e-cards, cashless hospital lists, and claim status updates. For HR, it means fewer complaints and quicker resolutions.
Myth 10: “You can’t customise group insurance for your team.”
Why this myth exists: Many employees (and sometimes HR teams) think group insurance is rigid and comes as a fixed package.
The truth: Today’s group insurance policies are highly customisable. HR teams can tweak sum insured, add maternity or mental health coverage, offer OPD benefits, or opt for corporate wellness programs. It’s no longer a one-size-fits-all approach, you can tailor benefits to your company’s unique needs.
How HR Teams can help bust Group Health Insurance myths
As the HR lead, you are often the first point of contact for employees when it comes to workplace benefits, especially health insurance. If employees are confused or frustrated with their group health insurance, it usually means two things, there’s a knowledge gap, and you have an opportunity to fix it.
Here’s how you can tackle these common myths effectively:
1. Break down the policy in plain language: Skip the technical insurance language during onboarding sessions. Explain the benefits in simple terms. For example, instead of saying “cashless claims,” you can explain it as, “You won’t have to pay upfront at partner hospitals, your insurer settles the bill directly.”
2. Use relatable examples, not generic brochures: Employees relate better to real stories. Share simple examples of how someone from your company used daycare benefits or added their parents during the enrollment window. It helps employees connect with the benefit on a practical level.
3. Regular, small updates work better than one long session: Insurance isn’t a one-time communication. Send regular updates, maybe one useful fact every month, like explaining waiting periods or how to access digital claim filing. This way, employees won’t forget the details after orientation.
4. Clarify how and when to add family members: Most employees don’t realise there are cut-off dates for adding dependents. Make this very clear during onboarding and send reminders before the renewal period so they can take action on time.
5. Simplify the claims process for employees: Give employees a simple guide, just the basic steps they need to file a claim, who to contact, and expected timelines. This avoids last-minute panic during hospitalisation.
6. Train your managers and team leads: Often, employees first approach their immediate managers with questions. Educate your line managers with the key insurance basics so they can guide their team without always routing everything through HR.
7. Always have one reliable point of contact for queries: Whether it’s an internal HR member or a relationship manager from your insurance partner, make sure employees know exactly whom to contact when they have doubts. This reduces confusion and improves trust in the system.
8. Encourage questions openly: Create a culture where employees don’t feel embarrassed to ask basic questions about their insurance policy. This helps reduce confusion and escalations later on.
Conclusion
In any organisation, benefits reflect how much employees are valued, group health insurance being one of the simplest ways to show it. But misunderstandings can lead to missed benefits and mistrust. As HR, your role is to build awareness, not just offer policies. Clear, simple communication helps employees use their insurance confidently, reducing claim issues and building a stronger, healthier workplace.
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