Health insurance in India largely focuses on hospitalisation, leaving routine expenses such as medicines, doctor consultations and diagnostic tests to be paid out of pocket. Outpatient department (OPD) cover is available under some individual and employer-provided policies, but it is not a standard benefit across all plans.
Cashless pharmacy services are more limited and depend on the insurer, policy terms and participating pharmacy network.
Digital pharmacy networks can help bridge this gap by connecting pharmacies with insurers and third-party administrators (TPAs), allowing eligible medicine claims to be verified at the point of purchase rather than through reimbursement after payment.
According to Saquib Ali, Co-Founder of DocPharma, real-time eligibility checks, prescription verification and itemised billing can reduce paperwork for customers while giving insurers better visibility into the medicines dispensed.
Gaurav Dubey, Founder and CEO of Livlong 365, says these networks can also support agreed medicine prices, generic substitution and regular refills for people managing chronic conditions such as diabetes and hypertension.
However, cashless access depends on the policy covering the expense and the pharmacy being part of the insurer’s network.
What makes cashless pharmacy services difficult to scale?
Pharmacy integration and timely payments: India’s retail pharmacy market includes a large number of independent chemists, many of which may not have the digital systems needed to integrate with insurers.
Sarita Joshi, Head of Life and Health Insurance at Probus, identifies pharmacy empanelment and settlement delays as key hurdles. Predictable payments are particularly important for smaller pharmacies operating on thin margins.
Prescription verification and standardisation: Handwritten prescriptions, inconsistent drug coding and differences in insurers’ rules can complicate claim processing.
Ali says claims systems need reliable information on the doctor, prescription and medicines dispensed. Digital prescriptions and standardised product data can help, but require wider adoption across the healthcare ecosystem.
Low-value claims and fraud risks: Pharmacy claims are generally smaller but more frequent than hospitalisation claims, making manual processing expensive relative to the amount claimed.
Insurers must also guard against duplicate claims, invalid prescriptions and non-covered expenses. Digital verification and item-level billing can help manage these risks, according to Dubey.
Coverage clarity and access: Customers need to know which medicines are covered, the applicable co-payment and whether prior approval is required before making a purchase.
