CENTRAL GOVERNMENT EMPLOYEES AND PENSIONERS HEALTH INSURANCE SCHEME (CGEPHIS)

CENTRAL GOVERNMENT EMPLOYEES AND PENSIONERS HEALTH INSURANCE SCHEME (CGEPHIS)

1. NAME OF THE SCHEME:

The name of the proposed scheme is “Central Government Employees & Pensioners Health Insurance Scheme (CGEPHIS)”.

2. BENEFICIARIES:

All personnel of the Central Government including All India Service officers, serving, newly recruited, retired / retiring and others who are covered under the existing CGHS (Central Government Health Services) and under CS (MA) [Central Services (Medical Attendance) Rules] Rules shall be offered Health Insurance Scheme on voluntary or on compulsory basis as indicated below:

1. CGEPHIS shall be compulsory to new Central Government Employees who would be joining service after the introduction of the Health Insurance Scheme.

2. CGEPHIS shall be compulsory to new Central Government retirees who would be retiring from the service after the introduction of the Insurance Scheme.

3. CGEPHIS would be available on voluntary basis for the following:

a. Existing Central Government Employees and Pensioners who are already CGHS beneficiaries. In this case they have to opt out of CGHS scheme. They will also have the option of choosing both CGHS and Insurance policy. In such case the total insurance premium has to be borne by the member.

b. Existing Central Government Employees and Pensioners who are not CGHS beneficiaries but are covered under CS (MA) Rules. Pensioners are however not covered under CS(MA) Rules.

3. TARGET GROUP:

All personnel of the Central Government including All India Service officers, serving and retired, and others who are covered under the existing CGHS and under CS (MA) Rules shall be offered the Health Insurance Scheme. It is estimated that approximately 17 lakh serving employees and 7 lakh pensioners shall be offered this Scheme on compulsory / optional basis.

4. INSURANCE COVERAGE:

a) In-patient benefits – The Insurance Scheme shall pay all expenses incurred in course of medical treatment availed of by the beneficiaries in an Empanelled Hospitals/ Nursing Homes (24 hours admission clause) within the country, arising out of either illness/disease/injury and or sickness.

NOTE: In case of organ transplant, the expenses incurred for the Donor are also payable under the scheme.

b) Coverage of Pre-existing diseases: All diseases under the Scheme shall be covered from day one. A person suffering from any disease prior to the inception of the policy shall also be covered.

c) Pre & Post hospitalization benefit: Benefit up to 30 days Pre Hospitalization & up to 60 days Post Hospitalization respectively which would cover all expenses related to treatment of the sickness for which hospitalization was done.

d) Domiciliary Hospitalization: The Scheme would also cover Domiciliary Hospitalization where the medical treatment for such illness/disease /injury requires as in-patient treatment at empanelled Hospitals/Nursing Homes but actually taken whilst confined at home in India under the circumstances that. His/her condition is such that patient cannot be moved to a hospital or, If no room is available in empanelled Hospitals/Nursing home within that area.

Note: Pre and Post hospitalization benefit under this section would not be covered.

e) Day Care Procedures: Given the advances made in the treatment techniques, many medical treatments, formerly requiring hospitalization, can now be treated on a day care basis. The scheme would also provide for day care facilities (less than 24 hours hospitalization) for such identified procedures. OPD services shall not be part of Day Care facilities.

1. Eye Surgery

2. Lithotripsy (kidney stone removal)

3. Tonsillectomy

4. D&C

5. Dental surgery following an accident

6. Surgery of Hydrocele

7. Surgery of Prostrate

8. Few Gastrointestinal Surgery

9. Genital Surgery

10. Surgery of Nose/Throat / Ear

11. Surgery of Urinary System

12. Dialysis

13. Chemotherapy

14. Radiotherapy

15. Treatment related to dog bite/snake bite etc.

16. Treatment of fractures/dislocation, Contracture releasesand minor reconstructive procedures of limbs which otherwise require hospitalization

17. Laparoscopic therapeutic surgeries that can be done in daycare

18. Identified surgeries under General Anesthesia or any procedure mutually agreed upon between insurer and health care provider.

Note: Insurers will provide the exhaustive list of Day care procedures.

f) The expenses incurred for treatment taken in empanelled Hospitals/ Nursing Homes /Day Care Clinics by the beneficiaries suffering from such disabilities as defined in “Section 2 (i) of the person with disabilities (equal opportunities, protection of rights and full participation) Act, 1995 (No: 1 of 1996)” which includes blindness, low vision, leprosy–cured, hearing impairment, locomotors disability, mental retardation, mental illness etc. are also payable irrespective of age and income limit subject to size limit of the family.

g) Maternity and Newborn Benefits:

A. Maternity benefit

1. This means treatment taken in Empanelled Hospital/Nursing Home arising from childbirth including Normal Delivery/Caesarean Section including miscarriage or abortion induced by accident or other medical emergency.

2. This benefit would be limited to only first two living children in respect of Dependent Spouse/Female Employee covered from day one under the policy, without any waiting period.

B. Newborn benefit

1. Newborn child (single/twins) to an insured mother would becovered from day one up to the expiry of the current policy for the expenses incurred for treatment taken in empanelled Hospitals/Nursing Homes/Day Care Clinics as In-patient during the currency of the policy and will be treated as part of the mother subject to eligibility under maternity benefit. However, next year the child could be covered as a regular member of the family subject to size of the family.

2. In first pregnancy, twins are born than the benefit will ceases for second pregnancy. However, in second pregnancy twins are born than both will be covered till the expiry of the current policy.

3. Congenital diseases of new born child shall be covered.

 

5. FAMILY SIZE:

1. Serving/Retired Employees: Self, Spouse, Two dependent children and up to Two Dependent Parents. New born shall be considered insured from day one till the expiry of the current policy irrespective of the number of members covered subject to eligibility under maternity benefit.

Note:

i. For the policy period, new born would be provided all benefits under CGEPHIS and will NOT be counted as a separate member. The child will be treated as part of the mother.

ii. Verification for the new born could be done by any of the existing family members who are getting the CGEPHIS benefits.

iii.Member is required to enroll new born child at the time of renewal of the policy prior to expiry of the policy.

2. Any additional dependent member in addition to above [Sr. No. 5 (1)] can be covered under the Scheme by paying the fixed amount of premium. This additional full premium shall be borne by the beneficiary.

3. All Members (Serving/Retired Employees) shall be insured till they are the member of the scheme unless withdrawn from the Scheme.

A. Age limit of dependent for the purposes of CGHS and CS (MA) Rules 1944 includes:-

1. Son – Till he starts earning or attains the age of 25 years, whichever is earlier;

2. Daughters – Till she starts earning or gets married, irrespective of age limit whichever is earlier. Further, Dependent divorced/abandoned or separated from their husband and widowed daughters – irrespective of age limit.

3. Sisters – Dependent unmarried /widowed / divorced/ abandoned / separated from their husband – irrespective of age limit.

4. Daughter in law- Widowed – irrespective of age limit.

5. Brothers – Up to the age of becoming a major.

6. Dependent Parents – As per condition of eligibility.

B. Income limit for dependency of family members – If monthly income from all sources of income is less than Rs. 3,500/- per month plus dearness allowance of the family member, then the following would be entitled to be treated as dependant on the employee:

1. Parents

2. Sisters

3. Widowed Sisters/Widow Daughter –in-law.

4. Widowed / Divorced / Separated Daughters,

5. Brothers

6. Step mother

7. Children.

NOTE:

The definition of dependent shall be as per guidelines issued by Central Government from time to time.

C.Addition & Deletion of Family Members during currency of the policy:

i) Addition to the family is allowed in following contingencies during the policy:

a) Marriage of the CGEPHIS beneficiary (requiring inclusion of spouse’s name), or

b) Parents becoming dependants.

ii) Deletion from Family is allowed in following contingencies:

a) Death of covered beneficiary,

b) Divorce of the spouse,

c) Member becoming ineligible (on condition of dependency)

D.New Employees/Retirees

a) As regards the new incumbents/pensioners the coverage in the insurance scheme is compulsory. The data of such employees/ pensioners will be collected from the various departments.

b) The Pay and Account Offices of all the Ministries/Departments would provide the data to the insurer. Each of the New Employee/Pensioners of the Ministry/Department would be provided with the enrolment form which needs to be filled in and submitted to the respective Ministry which will consolidate all the forms and forward the same to the Nodal Officer/Ministry on monthly basis.

c) The said employees would have to be covered in the Insurance Scheme from the date of joining/retirement. Thus for them the inclusion in the policy will be made by charging the pre defined monthly Prorata premium rate which would be less than the yearly premium rate.

6. IDENTIFICATION OF FAMILY:

Beneficiaries shall be identified by a “Photo Smart Card” issued by the

insurer to all beneficiaries which would have all personal details, medical

history, policy limits etc. of the CGEPHIS members. This card would be used

across the country to access Health Insurance Benefits. The photograph

embedded in the chip of the Smart Card will be taken as the proof for

determining the eligibility of the beneficiaries.8 | P a g e

7. SUM INSURED AND BUFFER / CORPORATE SUM INSURED

A. SUM INSURED:

The Scheme shall provide coverage for meeting all expenses relating to

hospitalization of beneficiary members up to Rs. 5, 00,000/- per family per

year in any of the Empanelled Hospital/Nursing Home/Day Care Unit

subject to stated limits on cashless basis through smart cards. The benefit

shall be available to each and every member of the family on floater basis

i.e. the total reimbursement of Rs. 5.00 lakh can be availed by one

individual or collectively by all members of the family.

B. BUFFER / CORPORATE SUM INSURED:

An additional Sum Insured of Rs.25 Crore shall be provided by the Insurer

as Buffer/Corporate Floater in case hospitalization expenses of a family (per

illness or annual) exceed the original sum insured of Rs 5.00 lakhs. Insurer

is required to inform the Nodal Agency with the details on case to case basis.

8. PAYMENT OF PREMIUM:

As the policy would be renewed every year, there is an element of

uncertainty in the level of premiums depending upon the actual number of

enrolment and claims submitted and the inflow into the fund.

To ensure a certain degree of stability in premiums at least for a period of 3

to 5 years, Insurers will quote the premium for various ranges.

I. These numbers will consist of both serving and retired employees.

II. 1, 00,000 persons shall be taken as assured beneficiaries for the

first year to calculate the estimated premium to be paid to the

insurer.

III. If the number of beneficiaries exceeds the first slab, in such case

the premium shall be adjusted retrospectively according to eligible

stage in which beneficiaries number will fall.

IV. L-1 will be considered from the first slab of 1, 00,000 assured

beneficiaries. However, in next slabs, best lowest offer shall be9 | P a g e

picked up from the financial quotes given by the bidder in their

financial bid and shall ask the L-1 to match the same.

V. Loading needs to be quoted by the insurer based on the claim ratio

mentioned below. However, slab wise best lowest loading offer

shall be picked up from the financial quotes given by the bidders in

their financial bid and shall ask the L-1 to match the same.

Claim Ratio % Loading %

· Up to 100% : Nil

· 101 to 120% : %

· 121 to 140% : %

· 141 to 160% : %

· 161 to 180% : %

· Above 180% : %

NOTE:

a) This includes the Management cost, intermediary cost and burning

cost (claims paid and outstanding) etc. If claim ratio is less, the

premium can be taken care by refund clause mentioned at Sr. No.

9.

b) This premium will be paid to the Insurers for the beneficiaries to be

enrolled during the policy period in case of new joinees / retirees and

exiting employees/pensioners. This premium will also take care of the

members inadvertence missed for any reasons.

c) The enrolment period shall be for 180 days in the case of retired

employees from the date of introduction of the Scheme. In this case,

full premium shall be paid. No enrolment shall be allowed after 180

days from the date of introduction of the Scheme.

d) In the case of new joinees and new retires, the enrolment will continue

throughout the year. In this case, premium will be paid on pro rata

basis based on monthly calculation.

e) Insurer will submit the details of the beneficiaries, in case the

premium paid is utilized to the extent of 90%, enabling the GOI to10 | P a g e

release the provisional premium to take care of the enrolment of

beneficiaries for the remaining period of policy.

f) Insurer will submit the statement along with the details of enrolment

in a prescribed format to the agency on fortnightly/monthly basis.

g) Reconciliation of premium paid to the insurance company would be

carried out at the end of the year.

9. REFUND OF PREMIUM/ADJUSTMENT OF PREMIUM:

If there is a surplus after the pure claims experience on the premium

(excluding Service Tax) at the end of the policy period, after providing 20% of

the premium paid towards the Company’s administrative cost, in the

balance 80% after providing for claims payment and outstanding claims,

90% of the left over surplus will be refunded by the insure to the Central

Government/Nodal agency within 30 days after the expiry of the policy

period or shall be adjusted with renewal premium.

10. ELIGIBLE HEALTH SERVICES PROVIDERS:

Both Public and Private Health Providers which provide hospitalization

and/or a Day Care Services would be eligible for inclusion under the

CGEPHIS, subject to such requirements for empanelment as agreed between

the Central Government and Insurers.

CGEPHIS aspires to provide to all its beneficiaries high quality medical care

services that are affordable. With this objective, it has prescribed National

Accreditation Board for Hospitals & Healthcare Providers (NABH)

Accreditation as minimum eligibility criteria for empanelment of both Public

and Private hospitals.

The Hospitals/Nursing Homes/Day Care Clinics interested to join the

CGEPHIS should be accredited with NABH /JCI (Joint Commission

International)/ACHS (Australia) or by any other accreditation body approved

by International Society for Quality in Health Care (ISQua) as minimum

eligibility criteria for empanelment of hospitals. In addition such

Hospitals/Nursing Homes/Day Care Clinics should have the following

facilities:11 | P a g e

i) General purpose hospital having 100 or more beds with the

following specialties :

General Medicine, General Surgery, Obstetrics and Gynecology,

Paediatrics, Orthopedics (excluding Joint Replacement), ICU and

Critical Care units ,ENT and Ophthalmology, (Dental specialty -

desirable), Imaging facilities , in house laboratory facilities and Blood

Bank.

ii) Specialty hospitals (specialties list given below) Hospitals having less

than 100 beds can apply as a specialty hospital -provided they have

at least 25 beds earmarked for each specialty applied for with at

least 15 additional beds – Thus under this category a single

specialty hospital would have at least 40 beds. However, under this

category a maximum of three specialties is allowed.

Cardiology , Cardiovascular and Cardiothoracic surgery

Urology – including Dialysis and Lithotripsy

Orthopedic- Surgery – including arthroscopic surgery and

Joint Replacement

Endoscopic surgery

Neurosurgery

iii) Super-specialty Hospitals- with 150 or more beds with treatment

facilities in at least three of following Super Specialties in addition to

Cardiology& Cardio-thoracic Surgery and Specialized Orthopaedic

Treatment facilities that include Joint Replacement surgery:

· Nephrology & Urology incl. Renal Transplantation

· Endocrinology

· Neurosurgery

· Gastro-enterology & GI –Surgery incl. Liver

Transplantation

· Oncology – ( Surgery, Chemotherapy & Radiotherapy)

These hospitals shall provide treatment /services in all disciplines

available in the hospital.12 | P a g e

iv) Cancer hospitals having minimum of 50 beds and all treatment

facilities for cancer including radio-therapy (approved by BARC /

AERB).

NOTE – A:

a) Such Hospitals/Nursing Homes/Day Care Clinics that obtained

entry level pre accreditation certificate from NABH would also be

eligible for empanelment under CGEPHIS.

b) The Hospitals/Nursing Homes/Day Care Clinics which are already

empanelled under CGHS, if, desires to be get empanelled under

CHEPHIS and are not accredited by NABH/JCI/ACHS/ ISQua are

required to apply for NABH accreditation within two months from

the date of empanelment under the Scheme as per criteria

mentioned below at “A” (Criteria for Empanelment of Private

Hospitals/Nursing Homes/Day Care Clinics in addition to the

NABH /JCI / ACHS / ISQua/ NABL criteria). A certificate

confirming to apply with NABH within the stipulated period should

be given by the hospital while getting empanelled under CGEPHIS.

c) Any Hospitals/Nursing Homes/Day Care Clinics not applying to

NABH within stipulated period shall be automatically de-paneled

from the Scheme.

d) In addition, the empanelled Hospitals/Nursing Homes/Day Care

Clinics having in-house diagnostic Laboratories or using the linked

diagnostic laboratories shall also apply for National Accreditation

Board for Testing & Calibration Laboratories (NABL) certification of

the Laboratory as per condition.

Note – B:

1) Hospitals/Nursing Homes/Day Care Clinics that have already

applied for /accredited under NABH/JCI/NABL shall inform the

office of Insurer with supportive document.13 | P a g e

2) Those applying to NABH/JCI for accreditation to join the CGEPHIS

shall also agree to the CGHS package rates and to the clause 11-A

and 11-B mentioned below.

A. Criteria for Empanelment of Hospitals/Nursing Homes/Day Care

Clinics in addition to the NABH /JCI / ACHS / ISQua/ NABL criteria.

i. Fully equipped and engaged in providing Medical and/ or Surgical

facilities. The facility should have an operational pharmacy and

diagnostic services. In case health provider does not have an

operational pharmacy and diagnostic services, they should be able to

link with the same in close vicinity so as to provide ‘cash less’ service

to the patient.

ii. Those Hospitals/Nursing Homes/Day Care Clinics undertaking

surgical operations should have a fully equipped Operating Theatre

of their own.

iii. Fully qualified doctors and nursing staff under its employment

round the clock.

iv. Agreeing to the cost of packages for each identified procedures as

approved under the CGHS scheme.

a) These package rates shall mean and include lump sum cost of

inpatient treatment/day care/diagnostic procedures for which

CGEPHIS beneficiary is admitted from the time of admission to

discharge including (but not limited to) Registration charges,

Admission charges, Accommodation charges including Patients

diet, Operation Charges, Injection charges, dressing charges,

Doctors/ Consultant visit charges, ICU/ICCU charges, Monitoring

charges, Transfusion charges, Anesthesia charges, Preanesthetic checkups, Operation Theater charges, Procedural

Charges/Surgeon charges, Cost of surgical disposables and

sundries used during hospitalization, Cost of Medicines and

Drugs, Blood, Oxygen etc, Related routine and essential14 | P a g e

diagnostic investigations, Physiotherapy charges etc, Nursing

care and charges for its services. The list is an illustrative one

only.

b) In order to remove the scope of any ambiguity on the point of

package rates, it is reiterated that the package rate for a

particular procedure is inclusive of all sub-procedures and all

related procedures to complete the treatment procedure. The

patient shall not be asked to bear the cost of any such

procedure/item.

c) No additional charge on account of extended period of stay shall

be allowed, if, the extension is due to infection on the

consequences of surgical procedure or due to any improper

procedure.

d) Cost of implants is payable in addition to package rates as per

CGHS ceiling rates for defined implants or as per actual, in case

there is no CGHS prescribed ceiling rates.

e) Cost of External Equipments required for treatment as listed in

CGHS scheme (Appendix – A) is payable in addition to package

rates as per CGHS ceiling rates for defined External Equipments

or as per actual, in case there is no CGHS prescribed ceiling

rates.

f) Expenses incurred for treatment of new born baby are separately

payable in addition to delivery charges to mother.

g) Package rates envisage duration of indoor treatment as

follows:

· Upto 12 days: for Specialized (super specialty) Treatment.

· Upto 7 days: for other Major surgeries.

· Upto 3 days: for Laparoscopic surgeries/ Normal delivery.

· 1 day: for Day Care/ Minor surgeries15 | P a g e

h) Entitlements for various types of wards: CGHS beneficiaries

are entitled to facilities of private, semi-private or general ward

depending on their pay drawn in pay band/ pension. These

entitlements are amended from time to time and the latest order

in this regards needs to be followed. The entitlement is as

follows:-

S.No. Pay drawn in pay band/Basic

Pension

Entitlement

1. Upto Rs. 13,950/- General Ward

2. Rs. 13,960/- to 19,530/- Semi-Private

Ward

3. Rs. 19,540/- and above Private Ward

1.Private ward is defined as a hospital room where single patient is

accommodated and which has an attached toilet (lavatory and

bath). The room should have furnishings like wardrobe, dressing

table, bed-side table, sofa set, carpet, etc. as well as a bed for

attendant. The room has to be air-conditioned.

2.Semi Private Ward is defined as a hospital room where two to

three patients are accommodated and which has attached toilet

facilities and necessary furnishings.

3.General ward is defined as a hall that accommodates four to ten

patients.

NOTE:

a) Treatment in higher Category of accommodation than the

entitled category is not permissible.

b) The package would cover the entire cost of treatment of the

patient from date of admission to his/ her discharge from

hospital and any complication while in hospital, making the

transaction truly cashless to the patient as per CGHS package

rates.

c) The applicable CGHS rates under the Scheme would be for the

policy period and shall not be amended during the currency of16 | P a g e

the policy. Rates for such procedures which are not in the

CGHS list, can only be considered, if, finalized during the

policy period.

d) Procedures will be subject to Cashless services and a preauthorization procedure, as per Clause – 11.

e) Districts may be clubbed under respective State/Zones by the

Central Government for the application of CGHS package

rates.

v) Maintaining the necessary records as required and the Insurer or

his representative/Central Government/Nodal Agency will have

an access to the records of the insured patient.

vi) Allowing the Insurer or his representative / Central Government

/ Nodal Agency to visit, carry out the inspection as and deemed

fit.

vii) The Private Empanelled Hospitals/Nursing Homes/Day Care

Clinics be legally responsible for user authentication.

viii) Telephone, Fax, Scanner and have atleast 256 KBPS broadband

internet connectivity. Each empanelled Hospital/Nursing

Home/Day Care Clinics shall posses a Personal Computer with 2

smart card readers. These empanelled Hospitals/Nursing

Homes/Day Care Clinics must have the capacity to submit all

claims / bills in electronic format to the Bill Clearing Agency and

must also have dedicated equipment, software and connectivity

for such electronic submission. NIC concurrence is required.

B. Additional Benefits to be Provided by Empanelled

Hospitals/Nursing Homes /Day Care Clinics

In addition to the benefits mentioned above, both Empanelled Public and

Private Hospitals/Nursing Homes/Day Care Clinics should be in a

position to provide following additional benefits to the CGEPHIS

beneficiaries:

1) Free OPD consultation including pre and post hospitalization

consultation.17 | P a g e

2) Has to display its status of being a preferred provider of

CGEPHIS at the reception/admission desks and to keep the

displays and other materials supplied by the Insurer for the

ease of beneficiaries, Central Government and Insurer.

3) Agrees to provide a separate help desk headed by paramedical

for providing the necessary assistance round the clock to the

CGEPHIS beneficiary.

C. Delisting of hospitals:

Empanelled Hospitals/Nursing Homes/Day Care Clinics would be delisted by the Insurer from the CGEPHIS network, if, it is found that

guidelines of the Scheme are not followed by them and services offered

are not satisfactory as per laid down standards.

11. CASHLESS ACCESS SERVICE:

The Insurer has to ensure that all CGEPHIS members are provided with

adequate facilities so that they do not have to pay any deposits at the

commencement of the treatment or at the end of treatment to the extent as

the Services are covered under the Scheme. The service provided by the

Insurer along with subject to responsibilities of the Insurer as detailed in

this clause is collectively referred to as the “Cashless Access Service.”

The services have to be provided by the Empanelled Hospitals/Nursing

Homes/Day Care Clinics to the beneficiary based on Photo Smart Card

authentication only without any delay. The beneficiaries shall be provided

treatment free of cost for all such ailments covered under the Scheme within

the limits/sub-limits of defined package rates and sum insured, i.e., not

specifically excluded under the scheme.

A. Pre-Authorization for Cashless Access in case of

Emergency/Planned Hospitalization for Listed /Non Listed packaged

procedures:

Packaged procedures would mean the rates for various procedures approved

by the CGHS based on city and the same shall be treated for that State/18 | P a g e

Zone. It would be the responsibility of the Insurer to have all empanelled

hospitals/nursing homes/ day care clinics agreed to the same.

Once the identity of the beneficiary and/ or his/her family member is

established by verifying the Photo Smart Card, shall be swiped Photo Smart

Card for on line verification and following procedure shall be followed for

providing the health care facility listed/not listed in packages:

Request for Authorization shall be forwarded by the Empanelled

Hospitals/Nursing Homes/Day Care Clinics after obtaining due details from

the treating doctor in the prescribed format i.e. “Request for Authorization

Letter” (RAL). The RAL needs to electronically send to the 24-hour

Authorization /Cashless department of the Insurer along with contact

details of treating physician, as it would ease the process. The medical team

of Insurer would get in touch with treating physician, if necessary.

a. The RAL (Request for Authorization Letter) should reach the

Authorization Department of Insurer within 6 hrs of admission in case

of emergency or within 3 days prior to the expected date of admission,

in case of planned admission.

b. In failure of the above “clause a”, the clarification for the delay needs

to be forwarded along with RAL by the Empanelled Hospitals/Nursing

Homes/Day Care Clinics.

c. Treatment code is required to be selected from the packaged

procedures and mentioned in RAL in case of listed procedure.

d. The RAL form should be dully filled in all cases with clearly

mentioned Yes or No. There should be no nil, or blanks, which will

help in providing the outcome at the earliest. Along with RAL copies of

diagnostic test reports should also be forwarded electronically or the

case may be.

e. If, given medical data is not sufficient for the medical team of

Authorization Department to confirm the eligibility, it will be

responsibility of the Empanelled Hospitals/Nursing Homes/Day Care19 | P a g e

Clinics to provide the complete details without any further delay,

failing which it would be treated as violation of the norms.

f. In case of non listed procedure, the Empanelled Hospitals/Nursing

Homes/Day Care Clinics and Insurer shall negotiate the cost of

package based on the type of treatment required; the agreed amount

shall become a package rate of that procedure.

g. Insurer guarantees payment only after receipt of RAL and the

necessary medical details. Only after Insurer has ascertained the rates

as per CGHS prescribed rates and or negotiated the packages (if no

rates are fixed by CGHS), with provider, shall issue the Authorization

Letter (AL). This shall be completed within 12 hours of receiving the

RAL and response shall be sent by the insurer.

h. In case the ailment is not covered, insurer can deny the authorization.

In such case it would be the responsibility of the Empanelled

Hospitals/Nursing Homes/Day Care Clinics to inform the beneficiary

accordingly.

i. The Insurer needs to file a report to Nodal Agency explaining reasons

for denial of every such claim on day to day basis.

j. Authorization letter [AL] will mention the authorization number and

the amount guaranteed as a CGHS package rates and negotiated rates

for such procedure for which package has not been fixed earlier.

Empanelled Hospitals/Nursing Homes/Day Care Clinics must see

that these rules are strictly followed.

k. The guarantee of payment is given only for the necessary treatment

cost of the ailment covered and mentioned in the request for

Authorization letter (RAL) for hospitalization.

l. The entry on the Smart Card at the time of admission as well at

discharge would record the authorization number as well as package

amount for listed procedure and agreed package amount by the

Empanelled Hospitals/Nursing Homes/Day Care Clinics and Insurer

in case of non listed procedure. Negotiated package would be entered20 | P a g e

manually by the hospital since this would not be available in the

package list on the computer.

m. Having carried out these activities, the insurer shall have to ensure

that all data are uploaded on the insured’s server and a read-only

access shall be provided, through a link, to the officials / departments

as may be authorized by the MoHFW.

B. Business Contingency Plan (BCP) (Off Line Procedure)

In the event on-line system becoming inoperative for any reason, the insurer

shall resort to the Business Contingency Plan by default (BCP).

On visit to an Empanelled Hospitals/Nursing Homes/Day Care Clinics, the

beneficiary’s details shall be verified. Once the identity of the beneficiary

and/ or his/her family member is established by verifying the Photo Smart

Card manually (Xerox copy of the Smart Card shall be kept by the

Empanelled Hospitals/Nursing Homes/Day Care Clinics for record

purpose) following procedure shall be followed for providing the health care

facility listed/not listed in packages in addition to procedure envisaged at

Para 11 A:

a. A manual pre-authorization form filled up and faxed to Insurer

within 6 hours of admission along with copy of diagnostic reports.

b. The same shall be authorized within a turnaround time of not more

than 12 hours.

c. Cashless treatment shall be given accordingly, without charging

any money from the beneficiary.

d. On completion of treatment discharge documents are signed.

e. Having carried out these activities, the insurer shall have to ensure

that all data are uploaded on the insured’s server and a read-only

access shall be provided, through a link, to the officials /

departments as may be authorized by the MoHFW.

Note:

In cases where the beneficiary is admitted in a hospital during the current

policy period but is discharged after the end of the policy period, the claim21 | P a g e

has to be paid by the insurance company under operating policy in which

beneficiary was admitted

12. RUN-OFF PERIOD

A Run-Off period of one month will be allowed in case of

cancellation/ non renewal of the policy. This means that

preauthorization’s done till the cancellation/ non renewal of the policy

period and treatment/surgeries for such preauthorization’s done up to one

month after the expiry of policy period, all such claims will be honored.

14. REPUDIATION OF CLAIMS

In case of any claim is found untenable, the Insurer shall communicate

reasons to the Health provider and Designated Authority of the Central /

Nodal Agency for this purpose with a copy to the Beneficiary. All such

claims shall be reviewed by the Central Government on monthly /quarterly

basis.

15. ENROLMENT:

The enrolment of the beneficiaries would be undertaken by the Insurance

Company selected by Central Government/Nodal Agency. The Insurer shall

enroll the beneficiaries as per procedure laid down below and shall issue

Photo Smart cards as per Central Government specifications and handover

the same to the CGEPHIS beneficiaries.

(a) The enrolment period in the first year shall be for 180 days in

the case of retired employees and 60 days in case of serving

employee. However, in the case of new joinees and new retirees the

enrolment will continue throughout the year.

(b) Insured will have the option to change the details regarding

dependent beneficiary in the smart card; however the total number

of dependents cannot be more than the number fixed at the time of

renewal at designated district Kiosk setup by the insurer within 60

days prior to the expiry period of the policy.

(c) The Insurer will arrange for preparation of the Photo Smart Card as

per the Guidelines provided.22 | P a g e

(d) At the time of delivering the smart card, the Insurer shall provide a

booklet along with Photo Smart Card to the CGEPHIS beneficiary

indicating the list of the Networked Hospitals, the availability of

benefits and the names and details of the contact person/persons,

and toll-free number of call centre. To prevent damage to the smart

card, a plastic jacket should be provided to keep the smart card.

(e) If the smart card is lost within the policy period then beneficiary can

get a new card issued at the designated District Kiosk, by paying to

the insurer, a pre-defined fee agreed by Central government/ Nodal

Agency.

(f) To address the problems of incorrectness, functionality of cards etc

and enrolment could not be done by the beneficiary for any reason;

the same would be done at designated district kiosk by the insurer.

(g) Advance publicity shall be given by the Insurer and Central

Government/Nodal Agency on Pan India basis.

(h) Insurance Company would carry out enrolment at agreed designated

District office of the Insurer in case of Pensioners and scan

document will be given for the purpose on the spot. In case of

Serving Employees the data will be collected from Head of

Department level. In both the cases photo Smart Cards along with

the enrollment kit shall be sent by the insurers directly to the

insured persons at their respective mailing addresses at insurer’s

cost.

(i) Insurance Company will also provide a web-based application, which

would be available to Head of Departments of the

Ministries/Departments. The empanelled Hospitals/Nursing

Homes/Day Care Clinics and the beneficiaries shall have the access

to the website to see their relevant information.

(j) Nodal Agency at the Health Ministry will also monitor data related to

Insurance plan like enrolment etc through this website.

(k) The Scheme as well as the enrolment form would be put up on the

web-site of the various Ministries/Departments on a permanent

basis.23 | P a g e

(l) Any Employee / Pensioner who opts for the Insurance Scheme shall

remain the member of the scheme with future renewals

automatically awarded unless he/she opts out of the scheme. The

beneficiary is required to submit the declaration to the MOH&FW for

discontinuation from the Scheme 90 days prior to expiry of the

policy. In such cases the benefits shall cease on the expiry of the

policy.

ENROLMENT PROCESS

The process of enrolment shall be as under:

A. Serving Employees:

1. Departments and offices will call for options from employees to join

voluntary CGEPHIS with or without existing CGHS/CS (MA) benefits.

2. Head of Department of the Administrative Ministry/Department would

be the contact point for the Insurance Companies.

3. Enrolment forms giving details about self and family and authorization

to the department for recovery of premium on a monthly basis would

be consolidated by the Administrative Ministry/Department. The data

of the beneficiary and dependent members to be covered along with 2

recent passport size photo and copy of enrolment form will be

forwarded to Insurance Company on monthly basis.

4. Insurance Company will issue Smart Cards on the basis of information

received of the beneficiaries for enrolment.

5. Such Smart Cards along with the enrollment kit shall be sent by the

insurers directly to the insured persons at their respective mailing

addresses at insurer’s cost within 7 days.

B. Retired Employees:

1. In case of Retired Employees, wide publicity of the Scheme should be

given through various media sources like advertisement in local

newspapers, Cable network etc.

2. A notice would be posted in the pension paying branches

(approximately 30,000 in numbers) / post offices giving details of

proposed Scheme.24 | P a g e

3. Information can also be disseminated through pensioners associations

and other related agencies.

4. Enrolment forms would be made available with Pension Paying

Branches/ Post Offices as well as on the website of the Departments/

Ministries.

5. The enrolment process for the pensioners shall continue as per

schedule agreed by the Government/Nodal Agency. Insurer in

consultation with the Central Government/Nodal Agency/shall chalk

out the enrolment programme by identifying enrolment stations at

Insurers district offices during fixed period to complete the task in

scheduled time.

6. Retired employees opting for the scheme would fill up the enrolment

form giving details relating to self and dependent members along with

the proof of self and dependents as per CGEPHIS Guide Line along

with 2 recent passport size photos each at Insurers district offices for

enrolment under the scheme along with his /her first contribution by

cheque only.

7. The enrolment form would be accompanied by authorisation form to

the pension paying agency to debit contribution of his/her future

premium for the purpose of continuing as a member of the Insurance

Scheme.

8. Insurance companies will issue scanned Photo document to

pensioners on the basis of information received at the time of

enrolment of the beneficiaries. Photo Smart Cards along with the

enrollment kit shall be sent by the insurers directly to the insured

persons at their respective mailing addresses at insurer’s cost.

9. Copy of enrolment form along with the authorization form would be

sent to Central Pension Accounting Office for preparation of the

data. Central Pension Accounting Office will pass on the authorization

form of the pensioners to the respective pension paying units for

deduction of premium for future renewals.25 | P a g e

10. Limited access to the database available with the Central Pension

Accounting Office/ MOHFW would be available to the Insurance

Company.

B. For Future Employees and Pensioners:

a. All future employees and future pensioners shall necessarily be

covered under CGEPHIS.

b. At the time of their entry into or retiring from service they are

required to carry out certain documentary formalities at their

respective places of posting and the ministry. Enrollment into

CGEPHIS shall be dovetailed to such activities and the

documentation for the same shall be made an integral part of the

entry / exit exercise.

c. The insurer shall have to provide enrolment forms (printed as well

as soft versions) at all such locations.

d. Employee shall fill up form enrolment form, authorization form for

deducting the contribution and submit 2 resent passport size

photographs of the family each (individual) to DDO/ Nodal Officer.

e. Insurer shall arrange to collect the enrolment form & family

photograph from the respective DDOs/ Nodal Officers under

acknowledgement.

f. After required processing, all relevant data shall be uploaded on

the server and smart cards shall be issued by the insurers.

g. Such Smart Cards along with the enrolment kit shall be sent by

the insurers directly to the insured persons at their respective

mailing addresses at insurer’s cost.

h. The insurance cover shall be effective from the date of joining or

retirement of an employee.

i. All these activities shall have to be uploaded on the insured’s

server on a read-only access, a link, shall be provided to the

officials / departments as may be authorized by the MoHFW.

Note: The Insurer will have to complete the following activities

before the start of the enrollment process:26 | P a g e

· Empanelment of the Hospitals/Nursing Homes/Day Care

Clinics

· Setting up of District Kiosk

· Prepare the enrollment kit and get it approved by the

Government.

16. SPECIFICATIONS FOR SMART CARDS AND SOFTWARE: NIC

concurrence is required.

The Smart Cards to be used must have the valid Compliance Certificate

from National Informatics Centre, New Delhi. The specifications of the smart

card are listed as below.

· Microprocessor based Integrated Circuit(s) card with Contacts, with

minimum 64 Kbytes available EEPROM.

· Compliant with ISO/IEC 7816-1,2,3 and SCOSTA 1.2b/SCOSTACL 1.2 with all latest errata and addendum (ref.

http://scosta.gov.in).

· Must have a valid SCOSTA or SCOSTA-CL Compliance Certificate

from NIC.

· Supply Voltage 3V or 5V – nominal.

· Protocol T=0 or T=1.

· Data Retention minimum 10 years.

· Write cycles minimum 300,000 numbers.

· Chip Temperature Range –25 to +70 Degree Celsius.

· Operating Temperature Range –25 to +55 Degree Celsius.

· Composite layered Construction of PETG (middle layer) and PVC

(outer layers). Ratio of PETG and PVC content should be 50% each.

· Surface – Glossy with pre printed content as provided by

Department.

a. Smart Card shall be the property of the Central Government and shall

be insurer-neutral. The insurer shall have no proprietary rights over it

and, therefore, shall not be entitled to place its name, logo etc. on the

same.27 | P a g e

b. The Smart Card Chip Memory File System and Layout shall be

provided by MoH/NIC.

c. The Smart Card Visual Zone layout shall be designed by the

shortlisted bidder and approved by MoH.

d. Insurer shall provide following Smart Card related software and

services,

i. Smart Card Sourcing as per the specifications given above.

ii. Smart Card Personalization as per the Layout provided by MoH.

iii. Smart Card Key Management System as per MoH/NIC wetted

architecture.

iv. Developing all Smart Card based Transaction applications as

per MoH/NIC wetted architecture.

e. The card shall universal acceptability, across the country, by all

empanelled hospitals / nursing homes/Day care clinics in the

insurer’s panel.

f. To address the problems of incorrectness and functionality of cards,

the insurers shall be required to open kiosks in all major cities as may

be advised by the MoHFW.

g. Preparation of transaction systems, mechanism for data transfer, and

establishment of district kiosks and uploading of MIS on the websites

advised by the MoHFW shall be the responsibility of the insurer.

17. EXCLUSIONS

The Insurer shall not be liable to make any payment under this Scheme in

respect of any expenses whatsoever incurred in connection with or in

respect of:

A. Hospitalization Benefits:

1) Conditions that do not require hospitalization:

a) Condition that do not require hospitalization. Outpatient

Diagnostic, Medical and Surgical procedures or treatments unless

necessary for treatment of a disease covered under Day Care

procedures or Inpatient hospitalization.28 | P a g e

b) Expenses incurred at Hospital or Nursing Home primarily for

evaluation / diagnostic purposes only during the hospitalized

period. Expenses on vitamins and tonics etc unless forming part of

treatment for injury or disease as certified by the attending physician.

Expenses on telephone, tonics, cosmetics / toiletries, etc.

2. Any dental treatment or surgery which is corrective, cosmetic or of

aesthetic procedure, including wears and tears etc. unless arising

from disease or injury which requires hospitalization for treatment

including following dental treatment which indicates that the teeth are

the real source of disturbance.

a) Jaw bone disease treatment

b) Wholesale removal of teeth

c) Surgical operations needed for removal of Odontomes and

impacted wisdom tooth

d) Gum boils under oral surgery.

e) Treatment of pyorrhea and Gingivitis may also be

reimbursed as it is covered under the term “Gum

treatment”.

f) Extraction,

g) Scaling and Gum treatment

h) Filling of teeth

i) Root Canal treatment.

3) Congenital external diseases etc: Congenital External Diseases or

Defects or Anomalies, Convalescence, General Debility, “Run Down”

condition or Rest Cure.

4) Sex change or treatment which results from or is in any way related to

sex change.

5) Vaccination/Cosmetic or of aesthetic treatment: Vaccination,

Inoculation or change of life or cosmetic or of aesthetic treatment of any

description and Plastic Surgery other than as may be necessitated due to an

accident or as a part of any illness. Cost of Spectacles / Contact Lens.29 | P a g e

6) Suicide etc: Intentional self-injury/Suicide/Self manmade injuries.

7) Naturopathy, Homeopathy, Unani, Siddha, Ayurveda:

a) Homeopathy, Unani, Siddha, Ayurveda treatment unless taken as

inpatient in a network hospital.

b) Naturopathy, unproven procedure or treatment, experimental or

alternative medicine including acupressure, acupuncture, magnetic

and such other therapies etc. Any treatment received in convalescent

home, convalescent hospital, health hydro, nature care clinic or

similar establishments.

8) External and/or durable Medical/Non-medical equipment of any kind

used for diagnosis and/or treatment except covered under CGHS

scheme.

B. Maternity Benefit Exclusion Clauses:

a. Those insured persons who are already having two or more living

children will not be eligible for this benefit. Claim in respect of only

first two living children will be considered in respect of any one

insured person covered under the policy or any renewal thereof. In

such situation any such child born during the policy period, the same

shall be covered as an additional member at the time of renewal only.

b. Expenses incurred in connection with voluntary medical termination

of pregnancy during the first twelve weeks from the date of conception

are not covered except induced by accident or other medical

emergency to save the life of mother.

c. Pre-natal and post-natal expenses are not covered unless admitted in

Hospital/nursing home and treatment is taken there.

18. INFRASTRUCTURE OF INSURER

Insurer shall establish an exclusive Project Office at convenient place

for coordination with the Central Government/Nodal agency at the National

level. The project office shall coordinate with Central Government/Nodal30 | P a g e

Agency on a daily basis and ensure effective implementation of CGEPHI

Scheme. Accordingly, Insurer will also have the dedicated unit at

Zonal/State and district level.

The Project Manager shall be appointed within 7 days and the project

office shall be placed by the Insurer at New Delhi within 30 days of signing

of the contract having sufficient people with appropriate qualification and

experience to perform various functions.

19. MANAGEMENT INFORMATION SYSTEMS (MIS) SERVICE THROUGH

DEDICATED WEBSITE

The Insurer shall provide Management Information System (MIS) reports

regarding the enrolment, admission, pre-authorization, claims settlement

and such other information regarding the Services as required by the

Government/Nodal Agency. The reports will be submitted by the INSURER

to the Government/Nodal Agency on a regular basis as agreed between the

Parties.

a) A dedicated website for data sharing purpose shall be designed by

the insurer which shall be having real time data base pertaining to the

scheme implementation & servicing. Persons having authority to

access the data can access the website with user name & password

supplied by the insurer.

b) The information shall be available on real time basis on Insurers

Website and shall also be uploaded on central server for MoHFW’s use

and analysis and uploading on its web portal. For this purpose to

provide for a Central Govt. Server under MoHFW where real-time data

pertaining to District/State wise Enrolment status, Claims,

Treatments rendered, Hospitals Data etc can be uploaded by the

Insurance Company on periodical basis. Claims, Treatment data etc

shall automatically updated on the Insurer state server as & when the

details are punched at Hospital level.

c) Insurer will also upload such data required by MOHFW.31 | P a g e

20. CALL CENTER SERVICES

The Insurer shall provide dedicated telephone services for the guidance

and benefit of the CGEHIS beneficiaries whereby the Insured Persons

shall receive guidance about various issues by dialing a National Toll

free number exclusively for this scheme. This service provided by the

Insurer as detailed below is collectively referred to as the “Call Centre

Service”.

I. Call Centre Information

The Insurer shall operate a Call Centre for the benefit of all

Insured Persons. The Call Centre shall function for 24 hours a day, 7

days a week and round the year. As a part of the Call Centre

Service the Insurer shall provide the following :

a) Answers to queries related to Coverage and Benefits under

the Policy.

b) Information on Insurer’s office, procedures and information related

to CGEPHIS.

c) General guidance on the CGEPHIS.

d) Information on cash-less treatment subject to the availability

of medical details required by the medical team of the

Insurer.

e) Information on Network Providers and contact numbers.

f) Claim status information.

g) Advising the hospital regarding the deficiencies in the

documents for a full claim.

h) Any other relevant information/related service to the Beneficiaries.

i) Any of the required information available at the Call Centre

to the Government/Nodal Agency.

j) Maintaining the data of receiving the calls and response on the

system.

k) Any related service to the Government/Nodal Agency.

II. Language

The Insurer undertakes to provide services to the Insured Persons32 | P a g e

in English and local languages.

III. Toll Free Number/Fax Number

a) The Insurer will operate a dedicated National Toll Free number

with a facility of a minimum of 10 lines. The cost of operating

of the number shall be borne solely by the Insurer. The toll

free numbers will be restricted only to the incoming calls of the

clients only. Outward facilities from those numbers will be

barred to prevent misuse.

b) The Insurer will operate a dedicated National Toll Free Fax. The cost

of operating of the number shall be borne solely by the

Insurer.

IV. Insurer to inform Beneficiaries

The Insurer will intimate the National Toll Free number/Fax number to

all beneficiaries along with addresses and other telephone numbers of the

Insurer’s City units / Zonal units and Project Office.

21. DISPUTE RESOLUTION AND GRIEVANCE REDRESSAL

If any dispute arises between the parties during the subsistence of the

policy period or thereafter, in connection with the validity, interpretation,

implementation or alleged breach of any provision of the scheme, it will be

settled in the following way:

a. Dispute between Beneficiary and Health Care Provider/Care Provider

and the Insurance Company:

Grievance Redressal centre shall be set up in each District/State level for all

possible redressal of grievance of beneficiaries/Health provider by the

Insurer.

b. Dispute between Insurance Company and the Central Government

A dispute between the Central Government /Nodal Agency and Insurance

Company shall be referred to the respective Chairmen/ CEO’s/CMD’s of the

Insurer for resolution. In the event that the Chairmen/ CEO’s / CMD’s are

unable to resolve the dispute within {60 } days of it being referred to them,

then either Party may refer the dispute for resolution to a sole arbitrator

who shall be jointly appointed by both parties, or, in the event that the33 | P a g e

parties are unable to agree on the person to act as the sole arbitrator within

{30 } days after any party has claimed for an arbitration in written form, by

three arbitrators, one to be appointed by each party with power to the two

arbitrators so appointed, to appoint a third arbitrator.

· The law governing the arbitration shall be the Arbitration and

Conciliation Act, 1996 as amended or re-enacted from time to time.

· The proceedings of arbitration shall be conducted in the English

language.

· The arbitration shall be held in New Delhi, India.

22. AGREEMENTS:

a) Service Level Agreements (SLAs)/MOUs shall be signed with Insurance

Companies and proper mechanism for ensuring compliance

established including penalty clauses.

b) Insurer will also enter into SLAs/MOUs with other intermediaries for

ensuring compliance established including penalty clauses.

23. TERM & TERMINATION OF AGREEMENT BETWEEN INSURER &

CENTRAL GOVERNMENT

The Agreement shall take effect on the date of signature hereof by both

Parties, and shall remain in force till the end of the policy period and the

runoff period subject to a right to the Central Government to terminate the

Agreement, on the basis of review of the performance of the INSURER before

the same period. The Central Government will review the performance of the

INSURER based on factors including but not limited to:

a) Compliance with the guidelines specified in respect of enrolment &

transaction.

b) The facilities set up and arrangements made by the INSURER

toward servicing the beneficiaries such as quality assurance,

handling of grievances, availability of benefits and hassle free

transactions etc agreed to between stakeholders.

c) Empanelment of Hospitals/ Nursing Homes/Day Care Clinics.

d) The quality of service provided.34 | P a g e

e) The beneficiaries’ satisfaction reports received.

f) Grievance Redressal.

g) Any withholding of information as sought by the Central

Government at the bidding and implementation stage of the

Scheme; and

h) Such other factors as the Central Government deems fit.

The Agreement may be terminated:

a) By the Central Government before the period mentioned above.

b) By both parties by mutual consent provided it gives the other party

at least 60 days prior written notice.

In case of termination as given above:

a. The Insurer will pay back to the Central Government within one

week the unutilized amount of premium left plus service tax after

settlement of claims for which the preauthorization is given till date

of termination.

b. If the insurer fails to do as per clause above, the insurer will pay

the Central Government, the total package amount for all the cases

for which preauthorization has been given, but claim not settled.

c. In addition to above the Insurer shall pay interest at the rate of

12% per annum on the amount refundable as determined by

clauses (a) and (b) above for the period extending from the date of

premium paid till the date of receipt of refund.

d. The Central Government reserves the right to re-allot the policy to

any other insurer as it deems fit for the rest of the period in the

event of termination and the Insurer shall not have any claims to

it.

24. PERFORMANCE PARAMETERS AND PENALTY CLAUSE:

Insurer is required to perform multiple activities in performance of their

obligations arising out of the insurance contract to them. Any activity not

performed by the insurer within the given time line shall hamper

implementation of CGEPHIS from the planned date. Such activities will be35 | P a g e

required to be completed within the specified period from the date of award

of the insurance contract to them failing which a penalty as specified

percentage on total premium shall be payable by them to the Govt. of India

for the period of delay.

25. NODAL MINISTRY:

a) The Ministry of Health & Family Welfare would be the Nodal Agency

for the implementation of CGEPHIS.

b) A Coordination Committee having the representatives from Ministry of

Health & Family Welfare, Ministry of Finance and Department of

Administrative Reforms & Public Grievances for monitoring the

implementation of the Scheme on a regular basis.

c) Nodal Cell at the Health Ministry will monitor data related plan like

enrolment, empanelment of hospitals, authorization status, claims

status, utilization statistics, network hospital status and other MIS

through a website maintained by the Insurer.

26. MEDICAL AUDIT:

The Insurance Company shall also carry out inspection of hospitals,

investigations, on the spot verification of inpatient admissions, periodic

medical audits, to ensure proper care and counselling for the patient at

network hospital by coordinating with hospital authorities, feedback from

patients, attend to complaints from beneficiaries, hospitals etc on regular

basis. Proper records of all such activities shall be maintained electronically

by the Insurer.

*****

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