A sick policyholder was left fasting and waiting as Zurich Kotak and DocOnline failed to deliver a promised health checkup, raising serious consumer concerns.
In a disturbing case that highlights the widening gap between health insurance marketing and real-world service delivery, Saurabh Shriram Sharma (31) has come forward with his ordeal after being abandoned by Zurich Kotak General Insurance and its diagnostic partner DocOnline Health India Pvt Ltd.
Saurabh, who had taken a Zurich Kotak health insurance policy, was promised a free annual health checkup — a benefit widely promoted by the insurer. After feeling unwell and receiving medical advice to undergo tests, he booked the service through Zurich Kotak.
The appointment (No. 94165) was scheduled by DocOnline for 14 February between 9:00 am and 10:00 am, and was reconfirmed a day prior. Following medical instructions, Saurabh fasted for more than 13 hours and cleared his morning schedule.
But no technician arrived.
“No call, no message, no update. I was weak, unwell, and had not eaten since the previous night. I kept waiting until 10:40 am,” Saurabh said. “When I finally called, I was casually told to eat food and reschedule — as if my health, time, and stress meant nothing.”
What was sold as a healthcare benefit quickly turned into emotional and physical distress.
“This was not a luxury appointment. I was sick and this was exactly when insurance should support you. Instead, I was left fasting and anxious, wondering whether I should now pay another lab to get tested,” he added.
Further investigation revealed that DocOnline has received multiple similar complaints online, with users reporting missed appointments, lack of communication, and poor service — despite the company projecting itself as a premium healthcare facilitator.
Consumer experts say this case reflects a deeper systemic issue. Many insurance companies aggressively market add-on benefits like free diagnostics to attract customers, but outsource the delivery to low-cost vendors who are unable to meet service expectations.
“In advertisements, insurance looks like a safety net. In reality, when you are ill, it becomes another battle. This is not just inconvenience — it is breach of trust,” Saurabh said.
Saurabh is now preparing to escalate the matter through insurance grievance mechanisms and consumer forums.
“I am speaking up not just for myself, but for thousands of policyholders who silently go through this. Health insurance should reduce stress — not create it.”
As India’s insurance sector continues to grow, cases like this raise a crucial question:
Are companies truly delivering healthcare — or just selling comforting promises?