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Insurers offer free annual health check-ups to customers, but many policyholders are unaware or ignore the service due to the perceived hassle involved, according to Abhishek Bondia, principal officer and managing director of SecureNow.in. Bondia found that the insurer’s mobile app did not enable him to book an appointment, although customer service was responsive. The package lacked several tests, while the network of approved labs was limited, and the report sent to him contained altered information. Insurers need to ensure the alignment of interest of stakeholders and to manage the experience better, Bondia said.
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