A Study on Factors Influencing Consumer Buying Behavior Towards Cashless Health Insurance Policy

DOI

10.2991/978-2-38476-533-1_76How to use a DOI?

Keywords

Health Insurance; Cashless; Consumer Behavior; Claim settlement

Abstract

A cashless health insurance policy offers service to the consumers, i.e. receiving medical treatment in the network hospitals of the insurer without making a payment up to the limit of the coverage of the policy for the diseases covered under the policy. Customers’ constant buying interest towards cashless health policy, keeping in mind cashless feature inclusion, will contribute a lot towards uplifting the consumer base of medical insurance. Many Mediclaim insurance providers are introducing cashless policies in recent times; therefore, it is essential to ascertain consumers’ purchase behaviour towards this policy. The purpose of this study is to find out the factors which influenced consumers while purchasing a cashless health insurance policy from the health insurance companies. This descriptive-based study collected data from the 400 health insurance policyholders from Assam state through a structured questionnaire. For this study, data have been collected from the policyholders having a valid cashless health insurance policy purchased from the health insurance companies, and they must have experience with cashless settlement in the network hospitals of the insurer. This study sought to investigate specifically the major factors which influence consumers by running exploratory factor analysis. The factor analysis results show that Add-ons and riders, Simple and hassle-free claim process, Pre-existing diseases, Quality and accessibility of customer support services, and claim settlement ratio are the variables which preferred most by the consumer while purchasing a cashless health insurance policy in the Assam state.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Anupam Dutta
AU  - Seema S. Singha
PY  - 2025
DA  - 2025/12/31
TI  - A Study on Factors Influencing Consumer Buying Behavior Towards Cashless Health Insurance Policy
BT  - Proceedings of the International Conference on Smart Systems and Social Management (ICSSSM-2 2025)
PB  - Atlantis Press
SP  - 1242
EP  - 1255
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-533-1_76
DO  - 10.2991/978-2-38476-533-1_76
ID  - Dutta2025
ER  -