This document provides guidelines for insurance agents on how to conduct a needs analysis for a customer interested in health insurance. It includes questions about who the customer wants to insure, their medical history, how much insurance is needed, and whether they have a preference for a particular insurance provider. Alternative ways to ask each question are also provided to help agents have a respectful customer-centered conversation.

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Know Your Customer – Customer Based Approach
Whom do you want to take insurance cover for? Who all would you like to cover?
Self / Family/ Parents
Confirmation: DOB and Relations; City Occupation and Lifestyle Annual income
Appreciate that
he/she thought of
health insurance
Why do you think you need health insurance? What have you thought about it?
Needs and requirements
Specific Add-ons
Alternate way to ask the above question:
 What prompted you to look for health insurance?
 How did you come across the need for health insurance?
 May I know the reason to opt for health insurance?
 May I know the reason for which you felt the need to consider purchasing health insurance?
Are you currently insured? Do you have an existing health policy?
Employer provided or with family members

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Medical History
a. Have you been hospitalized ever?
i. For
ii. How many days?
iii. Any complications?
b. Current Medications/ Consultations
Alternate way to ask the above question:
 Any prevailing medical ailments?
 Are you suffering from any health issues?
 Have you been diagnosed for any disease in the recent past?
 Do you have a clean medical history?
 Are you undergoing any medical treatments?
How much cover do you require?
Required Sum insured
Alternate way to ask the above question:
 In case of any medical emergency how much amount do you think would be needed to insure?
 How much sum insured are you looking to be covered?
 Based on your requirement, what is the suitable cover you are seeking?
 Have you decided on how much cover do you require for a secure health?
 As per the requirements and profile, you should ideally opt for “X” lakhs of sum insured. How much would
you like to go for?
Do you have any preference? Why so?
Alternate way to ask the above question:
 Do you have any preference or any specific company which you would not like to go for?
May I know the reason for the same?
 Based on your needs and requirement, Plan X and Y is suitable, do you have any particular preference or
may I proceed?