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A complete walkthrough of the Zuno claim process.
Zuno General Insurance (formerly Edelweiss General) is a digital-first insurer that runs health claims through a 24/7 helpline (1800-12000) and the hizuno.com claim portal. This guide covers the full workflow – cashless at network and Cashless Everywhere hospitals, reimbursement filing, and the escalation path if a claim is delayed or contested.
Pull your policy schedule – policy number, sum insured, members covered, plan name and validity – and save the digital health card from the hizuno.com portal; the hospital insurance desk asks for it at admission. Confirm chronic-condition disclosures (diabetes, hypertension, thyroid, cardiac history): voluntary disclosure via support@hizuno.com is treated far better than one forced during a claim review. Network depth varies by city, so verify your preferred hospitals on the network list at hizuno.com before relying on them.
For planned admissions, call 1800-12000 at least 48 hours ahead with the policy number, hospital, procedure and cost estimate; the hospital insurance desk submits the pre-auth and Zuno settles directly at discharge (you pay only the standard refundable deposit), with final authorisation due within 3 hours of complete documents. In an emergency the patient is admitted first and the desk files the pre-auth within 24 hours. If pre-auth stalls past the IRDAI SLA, call the helpline with the pre-auth reference and ask for priority review.
Under IRDAI's Cashless Everywhere mandate (January 2024), Zuno processes cashless treatment at any hospital registered under the Clinical Establishments Act. Call the helpline at least 48 hours ahead for planned treatment, or within 48 hours of an emergency admission; once the pre-auth is approved, Zuno issues a guarantee of payment and settlement at discharge works like a network claim. The first claim at a non-network hospital may run 1–3 hours longer for tariff coordination.
Paid out of pocket, or cashless was denied at the counter? File online via the hizuno.com claim portal, by post to the claims processing centre, or at a branch – within the filing window on your policy schedule and with the full document set below. Zuno must decide the claim within 30 days of receiving complete documents.
Once a claim is registered, Zuno General Insurance Ltd. gives it a claim or intimation number, and that number is what every status channel asks for. Keep it with the policy number and track the claim on the Zuno claims portal, or call 1800-12000. A cashless request usually moves within hours; a reimbursement claim is measured in days, and the insurer has 15 days from the last document to decide, or 45 where it orders an investigation.
If the status has not moved for several days, or it reads “query raised” without anyone telling you what is missing, that is the point to stop waiting and start the escalation ladder. A query is not a rejection - it is a request for a document, and claims are lost by leaving them unanswered.
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The 24/7 cashless and claim helpline is 1800-12000. Email queries go to support@hizuno.com, and the hizuno.com claim portal handles claim filing, status tracking and document upload.
Per the IRDAI Master Circular 2024: cashless authorisation within 1–3 hours; final authorisation within 3 hours of complete documentation; reimbursement decided within 30 days of complete documents.
Most counter denials are reversible. Get the denial in writing, call the helpline directly, ask whether the claim can be re-submitted with additional documentation, and coordinate with the treating doctor. If the denial is final, switch to the reimbursement track – our Cashless Pre-Auth Denied Playbook has the 60-minute action plan.
Yes – per the IRDAI Cashless Everywhere mandate (January 2024), Zuno processes cashless at any hospital registered under the Clinical Establishments Act. Call the helpline as soon as the patient is admitted; pre-auth timelines match network hospitals (1 hour planned, 3 hours emergency), though first-time claims at non-network hospitals can take 1–3 hours longer for tariff coordination.
16+ years in financial services. Former investment banker at Bank of America, Kotak Investment Banking, and SBICaps, and ex-CFO of slice. Founder of NYVO and Principal Officer - IRDAI Certified.
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