Star Health complaint escalation: step-by-step

Last checked: 24 October 2026

For Star Health and Allied Insurance policyholders in India with a rejected, part-paid or delayed claim, a cashless denial, or a complaint with no reply

Raise a ticket with Star Health customer care, then escalate to its Grievance Redressal Officer (grievances@starhealth.in); complaints are decided within 14 days. Still unresolved? Go to IRDAI's Bima Bharosa (155255), then the Insurance Ombudsman: free, claims up to ₹50 lakh, within one year.

Star Health escalation ladder: who to contact and by when

1. Star Health customer care (Star Health calls this Level 1)

   Official contact

   Online ticket: https://www.starhealth.in/help/raise-a-ticket/. Email support@starhealth.in from your registered email ID, with your policy or claim number and a detailed description. Customer Care Helpline 044 6900 6900; Senior Citizens Helpline 044 4002 0888. You can also visit the designated Grievance Officer at your nearest branch or zonal office: branch list (PDF), zonal grievance officers (PDF). (Source: Star Health grievance page.)

   Deadline

   Star Health says every grievance gets a unique reference number immediately. Its Citizens' Charter: acknowledgement immediately; action and decision within 14 days (IRDAI circular: resolution within 14 days).

2. Star Health Customer Escalations Team (Level 2)

   Official contact

   Only a web form on the grievance page (open the Level 2 section). Share your details and the reference number from customer care. No separate email or phone for this team is published.

   Deadline

   No separate time limit is published for Level 2. Star Health's charter counts its 14 days from the original date it received your complaint.

3. Star Health Grievance Redressal Officer (GRO) (Level 3): send the letter template below

   Official contact

   S. Chandrabose, Grievance Redressal Officer, Corporate Grievance Department, 4th Floor, Balaji Complex, No. 15, Whites Lane, Whites Road, Royapettah, Chennai - 600014. Grievance Helpline 044 4366 4600; Senior Citizens Grievance Helpline 044 6900 7500. Email on Star Health's page: grievances@starhealth.in. GRO email on IRDAI's GRO list and the CIO list: gro@starhealth.in. Copying both addresses on one email is reasonable.

   Deadline

   Star Health's Citizens' Charter: if your complaint is not resolved, Star Health must tell you your options, including the Insurance Ombudsman or consumer court, within 14 days of first receiving it.

4. IRDAI Grievance Cell through Bima Bharosa

   Official contact

   Online: https://bimabharosa.irdai.gov.in/. Toll-free 155255 or 1800 4254 732. Email: complaints@irdai.gov.in. By post: Insurance Regulatory and Development Authority of India, Consumer Affairs Department - Grievance Redressal Cell, Sy.No.115/1, Financial District, Nanakramguda, Gachibowli, Hyderabad - 500 032.

   Deadline

   Bima Bharosa's process page says that if the complaint is not attended to within 15 days of registration, or the insurer's resolution is not satisfactory, you may approach the Insurance Ombudsman.

5. Insurance Ombudsman for your area (Star Health's Level 4)

   Official contact

   Online: https://cioins.co.in/Complaint/Online. Or by email or signed letter to the office covering your area: see our Ombudsman offices by state page or the official list.

   Deadline

   File within one year of Star Health's rejection or reply you are unhappy with, or of one month passing after your written complaint with no reply (CIO FAQ). Star Health's own charter says you may go to the Ombudsman if your complaint is not resolved within 30 days. Claims up to ₹50 lakh. Award within three months of the Ombudsman receiving all your requirements.

Common problems and what to do

Cashless denied or delayed at the hospital

Star Health's claims page says the hospital's insurance desk intimates Star Health and sends the pre-authorisation form through the hospital portal. You can also intimate on 1800 425 2255 / 1800 102 4477. For its "Cashless Anywhere" facility at non-network hospitals, Star Health asks for intimation 48 hours before a planned admission and within 24 hours of an emergency admission, and says acceptance at a non-network hospital depends on the policy terms and the hospital's agreement.

Time limits: IRDAI's health circular says the insurer must decide a cashless request immediately, and within one hour at most. Final discharge authorisation is due within three hours of the hospital's request, and any extra amount the hospital charges for a longer delay is borne by the insurer. Star Health's Citizens' Charter lists 1 hour for acceptance of cashless claims and 3 hours for the TPA's offer of settlement after documents are submitted. If cashless is refused, you can pay the hospital and claim reimbursement. Get the denial in writing from the hospital desk and include its time stamp in your complaint.

Claim rejected

IRDAI's health circular says no claim can be repudiated without the approval of the insurer's Product Management Committee or its Claims Review Committee. The rejection letter must give full details, with reference to the specific policy terms. It also says no claim can be rejected or closed for want of documents or for late intimation (Protection of Policyholders' Interests circular). After 60 months of continuous coverage, a claim cannot be contested for non-disclosure or misrepresentation, except for established fraud.

Star Health's claims page asks for reimbursement claims to be submitted within 15 days of discharge, and post-hospitalisation claims within 15 days after the post-hospitalisation period ends. If your claim was rejected only because it was late or a document was missing, quote the IRDAI line above in your letter to the GRO.

Claim part-paid (deductions)

IRDAI's circular says that where a claim is disallowed partially, the insurer must give details with reference to the specific policy terms. Ask Star Health in writing for the clause behind each deduction (room rent, co-payment, sub-limit, non-payable items) and compare it with your policy schedule. A partial repudiation is a ground for complaint to the Ombudsman.

No reply from Star Health

Star Health's Citizens' Charter promises an immediate acknowledgement and a decision within 14 days. If 14 days pass, escalate to the GRO (Level 3) and to IRDAI's Bima Bharosa. Once one month has passed since your written complaint with no reply, you can go to the Insurance Ombudsman (CIO FAQ). Keep the reference number and copies of every email.

Settlement is late after approval

Star Health's Citizens' Charter lists 15 days for settlement of claims other than cashless, the same as IRDAI's 15 days from submission of the claim. Interest on late payment is covered on our health insurance claim rejected page.

The regulator step: IRDAI and the Ombudsman

IRDAI does not decide individual claims. It records your complaint against Star Health on Bima Bharosa and follows it up with the insurer. The Insurance Ombudsman can pass a binding award on Star Health. It is free and you do not need a lawyer. You must have complained to Star Health in writing first, so attach your GRO letter and Star Health's reply. Bima Bharosa's FAQ also lists the IRDAI complaints email, complaints@irdai.gov.in. The full Ombudsman rules, what to attach and how to choose between the Ombudsman and a consumer commission are on our health insurance claim rejected page. To file in a consumer commission instead, see our consumer court complaint on e-Jagriti guide. Insured with Care Health instead? See our Care Health complaint escalation guide.

Letter to Star Health's Grievance Redressal Officer

Free to copy. Send it by email to grievances@starhealth.in and gro@starhealth.in from your registered email ID, or by post to the Chennai address above. Keep the reference number Star Health sends back.

To: grievances@starhealth.in; gro@starhealth.in

To,
Mr. S. Chandrabose
Grievance Redressal Officer
Corporate Grievance Department
Star Health and Allied Insurance Co. Ltd.
4th Floor, Balaji Complex, No. 15, Whites Lane, Whites Road, Royapettah, Chennai - 600014

Date: [DD-MM-YYYY]

Subject: Grievance against [rejection / partial settlement / cashless denial / delay] of claim no. [____] under policy no. [____]

Sir,

1. Policyholder: [name], [mobile], [registered email]. Insured patient: [name], Star Health ID [____].
2. Policy: [product name], policy no. [____], period [from] to [to], sum insured Rs. [____].
3. Claim: claim no. [____], hospital [name, city], admitted [date], discharged [date], amount claimed Rs. [____].
4. Earlier complaint: I complained to Star Health customer care on [date] (reference no. [____]) [and to the Customer Escalations Team on [date]]. [No resolution has been received / The reply dated [date] is not acceptable because ____.]
5. Star Health's decision: [rejected on [date] citing clause ____ / paid Rs. ____ of Rs. ____ / cashless request sent at [time] on [date] was denied or not answered].
6. Why the decision is wrong: [explain in 3 to 6 lines with facts and the policy clause].
   [If rejected for documents or late intimation:] IRDAI's Master Circular on Protection of Policyholders' Interests, 2024 says no claim shall be rejected or closed for want of documents or for delayed intimation.
   [If part-paid:] Please give the policy clause for each deduction, as IRDAI's Master Circular on Health Insurance Business, 2024 requires.
7. Relief sought: [settle the claim for Rs. ____ / pay the balance Rs. ____ / reconsider the claim on merits], with interest as admissible.

Please acknowledge this grievance and resolve it within 14 days, as stated in Star Health's Citizens' Charter. If it is not resolved, I will approach IRDAI (Bima Bharosa) and the Insurance Ombudsman.

Enclosures: policy copy; claim form; rejection or settlement letter; discharge summary and bills; earlier complaint and reference number; KYC.

[Signature]
[Name]