Why Insurance Claims Still Feel Painful
For many Indian policyholders, insurance only becomes real at the moment of a claim. Unfortunately, this is also where trust breaks most often. Long forms, unclear steps, agent dependency, document back-and-forth, and repeated follow-ups turn a moment of need into a prolonged struggle.
This friction is felt most acutely during stress events—accidents, hospitalisation, crop loss, or equipment damage—when users have limited patience and emotional bandwidth. The problem is not insurance coverage itself, but how claims are initiated and tracked.
Claim Initiation Is Still Manual
In many cases, users must search for claim numbers, download forms, or contact agents to even begin the process. This first step creates significant Claims Friction, especially for first-time claimants.
Dependence on Intermediaries
Agents and hospital desks often act as gatekeepers. While helpful, this dependency reduces transparency and delays action when intermediaries are unavailable.
Unclear Next Steps Increase Anxiety
Policyholders are rarely told clearly what happens after claim submission. The absence of visible progress updates creates confusion and distrust.
Insight: Most claim frustration begins before assessment—at the moment users try to start the claim.How QR-Based Claim Initiation Would Work
QR-based claims aim to simplify the very first step: initiating a claim. Instead of searching through apps or paperwork, users scan a QR code placed at the point of incident or service.
This approach borrows from successful QR adoption in payments and applies it to insurance workflows.
Event-Linked QR Codes
Hospitals, garages, service centres, or even policy documents may display insurer-specific QR codes. Scanning the code opens a pre-filled claim flow linked to the relevant policy and event, acting as Event Based Triggers for the system.
Auto-Capture of Context
The scan can capture location, time, service provider ID, and policy details automatically. This reduces manual entry and early-stage errors.
Instant Claim Reference Creation
Once scanned, users receive a claim reference number immediately. This simple confirmation reassures users that the process has officially started.
- QR placed at hospitals or garages
- One-scan claim initiation
- Pre-filled policy context
- Instant claim acknowledgement
Where QR Claims Could Create Confusion
While QR-based initiation simplifies entry, it also introduces new expectations that must be managed carefully.
Users May Assume Instant Approval
Scanning a QR starts the claim, but it does not complete assessment. If users expect immediate settlement, disappointment follows, worsening Process Opacity.
Multiple QRs Can Overwhelm Users
In hospitals or multi-insurer environments, multiple QR codes may exist. Without clear labelling, users may scan the wrong code and face delays.
Digital Comfort Is Uneven
Elderly users, rural policyholders, or first-time claimants may hesitate to scan codes without assistance, especially during emergencies.
- Misunderstanding claim status
- Wrong QR scans
- Over-reliance on digital initiation
- Need for assisted alternatives
What QR-Based Claims Mean for Policyholders
If implemented thoughtfully, QR-based claims can reduce anxiety, speed up initiation, and improve trust without replacing human support.
Faster Psychological Closure
Knowing that a claim is officially logged provides immediate relief. This strengthens User Confidence even before settlement begins.
Lower Dependency on Agents
Users gain direct access to the claim system. Agents can focus on resolution rather than initiation.
More Transparent Claim Journeys
QR-initiated claims are easier to track digitally. Status updates, document requests, and timelines can be communicated clearly.
- Simpler claim start experience
- Reduced paperwork stress
- Clearer tracking visibility
- Better balance of digital and human support
- Higher trust in insurer processes
Frequently Asked Questions
1. What are QR-based insurance claims?
They allow claim initiation by scanning a QR code.
2. Does scanning approve the claim?
No. It only starts the claim process.
3. Where will QR codes be placed?
At hospitals, garages, or on policy documents.
4. Is QR scanning mandatory?
No, traditional methods will remain.
5. Who benefits most from QR claims?
First-time and stressed claimants.