Mr. Deepak was a loyal customer of an insurance company for many years before passing away from respiratory failure. However, after his death his family's claim was denied by the insurance company, who said the cause of death was not a covered critical illness. Insurance Samadhan analyzed the case and found that the post-mortem findings of 90% blockage in the right coronary artery and 80% in the left artery fell under critical illnesses listed in the policy like myocardial infarction. They filed a complaint with the ombudsman's office, who ordered the insurer to pay the full claim amount of INR 7,62,000 to Mr. Deepak's family.

1. Helping Families Get the Compensation
They Deserve
Mr. Deepak was a loyal premium payer for a long time before he was diagnosed with respiratory
failure at Suvichar Hospital, Nashik. However, after his demise, his family submitted all the
required documents, but the insurance company denied the claim stating that the disease was
not covered under critical illness. Imagine the situation of the family members of Mr. Deepak at
this point. The cause of death, coronary artery disease (CAD), and its sequelae were expressly
stated by the Civil Hospital Nashik after conducting the post-mortem. However, the findings of the
post-mortem were not gone through by RI, and the genuine liability of the company covered under
the policy was denied, stating that the condition did not meet the criteria of critical illness.
The Complainant mentioned that they had taken the policy when acquiring the housing loan to
protect the loan amount in case of a personal accident or critical illness. Hence, denying the
insurance claim is unacceptable, as it should not have occurred under any circumstances.
RI observed that the insured's above diagnosis and cause of death, i.e., Coronary Artery Disease
mentioned in the PM report, does not come under the purview criteria for the critical illness,
medical and surgical procedure as specified in the policy terms and conditions. As a result, the
insured's claim was rejected because the benefit needed to be covered as per the policy terms
and conditions.

2. At this point, the deceased's family contacted Insurance Samadhan and we started to analyze the
case. In our research, we found out that the criteria of critical illness, such as CAD, which can
lead to heart failure, were met according to the findings of the post-mortem. The IRDA has defined
critical illness, which includes severe medical conditions such as heart attack, under the
standardization of health insurance in India. Therefore, the full amount of the claim was requested
from the forum to intervene and settle the complaint.
The post-mortem findings revealed 90% blockage in the right coronary artery and around 80% in
the left coronary artery. These complications are considered to fall under one or more critical
illnesses listed in the policy cover, such as Myocardial Infarction or end-stage Liver Disease (Fatty
Liver, as stated in the hospitalization records of Suryoday Hospital). As a result, the forum
concluded that the claim is eligible for payment under the policy's listed critical illness.
Insurance Samadhan filed a complaint with the ombudsman's office, which ordered the insurer to
pay the full amount of INR 7,62,000 towards the full and final settlement of the complaint. Our
expertise and guidance helped Mr. Deepak's family to get what they deserved.