Health insurance has become an essential pillar of financial security and access to quality healthcare, especially in an era of rising medical costs. However, the effectiveness of health insurance is not solely determined by its policies and coverage—it is significantly shaped by the quality of service provided by insurers. Addressing this crucial aspect, Prof. Anand Pawar and Dr. Surya Prakash present their insightful new book, “Service Quality in Health Insurance,” which explores the challenges, regulatory frameworks, financial performance, and customer satisfaction in the health insurance sector.
The book provides a comprehensive analysis of service quality in health insurance, offering valuable insights for policymakers, insurers, academicians, and policyholders alike. Structured into seven well-researched chapters, it begins with an introduction that highlights the significance of health insurance and the pivotal role of service quality in shaping policyholder experiences. The authors then examine the role of the Insurance Regulatory and Development Authority of India (IRDAI) in promoting transparency, policyholder protection, and industry regulations.
A significant portion of the book is dedicated to the financial performance of health insurance companies, evaluating indicators such as premium collections, claim settlement ratios, and overall fiscal stability. The authors also shed light on various government and private health insurance schemes, analyzing their reach, effectiveness, and accessibility for different demographics.
One of the book’s most compelling sections is its in-depth exploration of policyholder satisfaction. The authors meticulously examine factors such as claim processing efficiency, hospital networks, customer service, and grievance redressal mechanisms. These aspects are crucial in determining a policyholder’s trust in an insurer and their willingness to continue their coverage. The book also highlights common challenges faced by policyholders, including claim rejections, delays, high premiums, and a lack of transparency in policy terms.
The concluding chapter presents findings and practical recommendations aimed at enhancing service quality, improving policyholder experiences, and building trust in the health insurance industry. The authors provide actionable solutions that can be implemented by insurers and regulators to create a more efficient, transparent, and customer-friendly insurance ecosystem.
What sets this book apart is its holistic approach to the subject. Rather than merely focusing on technical aspects, the authors emphasize the human element of health insurance—how policyholders perceive service quality and how their satisfaction impacts the industry’s credibility. Their extensive research is complemented by real-world examples, statistical analysis, and policy recommendations, making this book a valuable resource for both industry professionals and academic scholars.
The authors, Prof. Anand Pawar and Dr. Surya Prakash, bring a wealth of expertise to this work. Prof. Pawar, a renowned academician and administrator, has made significant contributions to commerce and business management, authoring numerous books and research papers on marketing, branding, digital banking, and entrepreneurship. His experience as a mentor and thought leader in higher education adds depth to the book’s academic rigor. Dr. Surya Prakash, an associate professor and a seasoned researcher, has a distinguished career spanning commerce, law, journalism, and mass communication. His contributions to academic research and teaching have been widely recognized, including prestigious awards for his excellence in commerce education.
“Service Quality in Health Insurance” is not just an academic publication—it is a timely and essential guide for anyone seeking to understand the complexities of the health insurance industry. Whether you are a policyholder looking for better insights into your coverage, an insurer striving to enhance service quality, or a policymaker shaping industry regulations, this book offers valuable knowledge and recommendations. With its well-structured content, deep research, and expert insights, this book is set to become a cornerstone resource in the field of health insurance.
