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Despite improvements in health insurance penetration and the growing adoption of cashless claims, delayed hospital discharges remain a major pain point for policyholders. These delays typically occur due to long turnaround times for final approvals from insurers after treatment is complete, often resulting in patients waiting several hours or even an entire day to be discharged.
Experts say that while digitisation and integrated claim processing have reduced delays to an extent, coordination gaps between hospitals and insurers persist. Insurers argue that final audits and checks are essential to avoid fraudulent claims, while hospitals often cite cumbersome documentation and approval protocols.
To address this issue, insurers and hospitals are increasingly signing service-level agreements (SLAs) that commit to fixed timelines for approvals. Some players are also exploring automated pre-discharge checks. However, real-time integration and trust between both parties will be key to resolving this friction and improving customer experience.
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