A Son’s Fury: How Star Health Insurance Betrays Patients When They’re Most Vulnerable

As the son of a cancer patient fighting for his life, I am exposing Star Health Insurance’s unconscionable tactics that have added immeasurable suffering to our family’s battle. This isn’t just my story—it’s a warning that could save countless others from the cruel treatment we’ve endured at the hands of a company that markets itself as a healthcare partner but operates like a predatory business.

The Patient: My Father’s Desperate Battle Against Cancer AND Star Health

My father, Harish Kandhari, has been a loyal Star Health policyholder (Policy No. 11250866810703) since April 9, 2021, faithfully paying premiums for four years. When diagnosed with colon cancer in early 2025, he wasn’t just fighting a life-threatening disease—he unexpectedly found himself fighting the very insurance company that had promised to protect him financially during such crises.

While undergoing grueling chemotherapy sessions that drain his energy and spirit, my father has been subjected to what appears to be a calculated strategy of document harassment, deliberate delays, and ruthless claim denials by Star Health. The psychological torture inflicted on a cancer patient by these tactics is nothing short of cruel.

The Claims: A Timeline of Outrageous Obstruction

  1. First Claim (CIR/2025/201115/1934398) – Filed March 23, 2025
    • Submitted all required documentation in person at the Indore branch with every original report, every doctor’s letter, and every bill
    • Rejected precisely on the 30th day (April 23, 2025)—the maximum limit allowed by regulations—with the blatantly false claim that documents requested were not received
    • Their rejection came despite having acknowledgments proving multiple submissions of the same documents
    • Reconsideration form with all documents resubmitted on April 26, 2025, with signed acknowledgment of receipt—still no resolution
  2. Second Claim (CIR/2025/201115/1973954) – Filed March 30, 2025
    • As of May 17, 2025 (48 days and counting), still “in process” with no resolution
    • Star Health representatives repeatedly demanding the exact same documents that have been submitted multiple times
    • One customer service representative confirms receipt of documents while another on the same day claims they were never received
    • After weeks of harassment, they suddenly demanded Aadhaar and PAN documents—basic KYC documents required when purchasing the policy that they already possess

All this while my father endures chemotherapy treatments and we struggle to cover mounting medical expenses that should be reimbursed.

The Pattern: A Corporate Strategy to Exhaust Patients Until They Give Up

Our harrowing experience reveals what appears to be Star Health Insurance’s systematic playbook to avoid paying legitimate claims:

  • The Document Merry-Go-Round: Repeatedly demanding the same documents despite multiple acknowledged submissions, forcing cancer patients to make exhausting trips to branch offices
  • Contradictory Communications: Different staff giving directly opposing information about document receipt in the same day
  • Absurd Demands: Requesting basic KYC documents like Aadhaar and PAN cards that were mandatory when purchasing the policy—a transparent delaying tactic
  • Hostile Customer Service: Representatives who hang up mid-conversation when questioned about delays or inconsistencies
  • Digital Roadblocks: A notoriously unreliable mobile app and website that routinely fails, forcing already weakened patients to physically visit branches
  • Calculated 30-Day Rejections: Waiting until the exact regulatory deadline to reject claims without valid reason

Every action points to a deliberate strategy: wear down seriously ill patients until they abandon their rightful claims or accept partial settlements out of desperation. This isn’t incompetence—it’s a calculated business model to protect profits at the expense of cancer patients’ wellbeing.

Clear Regulatory Violations

Star Health’s conduct flagrantly violates multiple provisions of the IRDAI (Protection of Policyholders’ Interests) Regulations, 2017, which mandate:

  • Settlement or rejection of claims within 30 days of complete documentation
  • Transparent and ethical communication with policyholders
  • Fair handling of claims with proper justification for any rejection

We have filed a formal complaint with IRDAI (Complaint No. 05-25-004915) documenting these violations and are prepared to pursue this through all legal channels including consumer courts if necessary.

An Open Challenge to Star Health’s Leadership and Investors

I directly challenge the leadership of Star Health Insurance to personally review my father’s case and explain this disgraceful treatment:

  • Anand Roy (MD & CEO) – The man who publicly boasts about “customer centricity, trust and transparency” while his company appears to systematically torment cancer patients
  • V. Jagannathan (Chairman and Founder) – Is this the legacy you intended to build?
  • Executive Leadership: Nilesh Kambli, Vishwajeet Mohnot, Amitabh Jain, Rajeev K. Agarwal, Rajni Sekhri Sibal, Rohit Bhasin, Utpal Hemendra Sheth, and Deepak Ramineedi

To Key Institutional Investors and Shareholders:

  • WestBridge Capital, Apis Partners, Sequoia Capital, ICICI Venture, GIC – Is this how you expect your investment to be managed? By denying legitimate claims to cancer patients?

To Corporate Partners:

  • Sunrisers Hyderabad Cricket Team – Is this the company you want representing your brand values? One that markets itself through cricket stars while mistreating cancer patients?

Your company presents a caring public face while seemingly operating a ruthless system designed to exhaust and frustrate seriously ill patients into abandoning legitimate claims. The contrast between your public pronouncements about “trust” and the reality experienced by patients is stark and disturbing.

A Stark Warning to All Potential Customers

If you or your loved ones are considering purchasing health insurance, I implore you to research thoroughly before choosing Star Health. Based on our documented experience, their claims process may subject you to:

  • An apparent corporate strategy of document harassment and delay
  • Claim rejections without valid justification
  • Extreme mental anguish during your most vulnerable moments
  • The need to fight for every rupee of coverage you’ve already paid for
  • A claims process that appears designed to exhaust you into giving up

These aren’t isolated issues—just search social media for “Star Health claims problems” and you’ll find countless similar stories from other policyholders. Do you want to discover the true nature of your insurance company only when you’re at your most vulnerable?

My Demands

To Star Health Insurance:

  • Process my father’s claims IMMEDIATELY with interest for the unconscionable delays
  • Provide a formal, written explanation from senior management for the repeated document requests and contradictory communications
  • Implement transparent claims processes to prevent such treatment of other patients
  • Compensate for the mental harassment inflicted on a cancer patient during treatment

To Regulators:

  • Investigate what appears to be a systematic pattern of delaying and denying legitimate claims at Star Health
  • Review the company’s compliance with IRDAI regulations regarding timely claim settlement
  • Enforce penalties that meaningfully deter such behavior

To the Public and Media:

  • Share this story to raise awareness about these practices
  • Hold health insurance companies accountable for their treatment of patients

Conclusion

My father should be focusing all his energy on fighting cancer, not fighting his insurance company. The treatment we’ve received from Star Health is not just disappointing—it appears calculated, cruel, and contrary to every promise made in their marketing materials.

I am prepared to take this fight to every regulatory body, every courtroom, and every public forum necessary until my father receives the coverage he paid for and deserves.

Mukul Kandhari
Son of Harish Kandhari
Fighting for patient rights against corporate greed

Note: This account is based on our documented experience with Star Health Insurance. I have preserved all communications, submissions, and call recordings. I am sharing this information as a matter of urgent public interest to protect other families from similar treatment.