Exploring consumer attitudes towards health insurance in Panipat district of Haryana: An empirical approach

Health insurance has become an essential instrument for financial protection against rising healthcare expenses, especially in developing countries like India. This empirical study examines consumer behaviour towards health insurance in the Panipat district of Haryana. The primary objective is to assess the levels of awareness, preferences, satisfaction, and the key factors influencing the purchase and renewal of health insurance policies among residents. Data was collected through a structured questionnaire administered to 200 respondents from both urban and rural areas of Panipat. The findings indicate that although awareness of health insurance has improved in recent years, a significant portion of the population still lacks a clear understanding of policy terms, coverage, and benefits. Private insurance companies scored higher in customer satisfaction, whereas government-sponsored schemes were more prevalent among economically weaker sections. Socio-demographic variables such as income, education, and occupation significantly influence consumer behaviour. Many respondents reported purchasing health insurance policies due to peer influence or pressure from agents rather than through informed decision-making. The study also highlights a considerable gap between policyholders’ expectations and actual service delivery, particularly in areas like claim settlement and transparency. The research concludes with key recommendations: enhancing awareness through educational campaigns, streamlining claim processing procedures, and promoting digital platforms to improve accessibility and user convenience.