The first 24 hours of a hospitalisation: what to do

Nobody reads their policy in an ambulance. This is the short version worth knowing in advance, because the first day of a hospitalisation quietly determines how the whole claim unfolds.

1. Tell the insurer straight away

Intimate the claim as early as you can, ideally within 24 to 48 hours of admission. Late intimation is a common reason for friction later. If the person is an Insubees customer, one message to us and we'll do this on your behalf.

2. Ask for the insurance desk before choosing a room

At a network hospital, go to the insurance or TPA desk and request cashless pre-authorisation. Do this before a room is allotted, and tell them your room eligibility, the room category you accept can affect how much of the whole bill is payable.

3. Start collecting paperwork immediately

• Policy number and a photo ID for the patient.
• The doctor's admission note and diagnosis.
• Every prescription, test report and pharmacy bill, including the small ones bought outside the hospital.
• Keep originals together in one folder from hour one, rather than reconstructing them at discharge.

4. If cashless is refused, don't panic

A cashless denial is not the same as a claim rejection. It often means paperwork was incomplete or the treatment needs review. You can pay and file for reimbursement instead, with the same entitlement. Keep every bill and the discharge summary.

5. Get a proper discharge summary

This single document does more work in a claim than any other. It should clearly state the diagnosis, the treatment given and the duration. A vague discharge summary is one of the most common causes of a delayed settlement, ask for it to be specific before you leave.

Our claims team handles this end-to-end for customers, but it's worth knowing the sequence yourself. Save our number in your phone before you need it.

This guide is general information to help you understand your options, not financial or tax advice. Please consider your own circumstances and consult a qualified professional where needed.