HDFC ERGO cancelled my parents' family floater policy without any notice — how can I protect my father's continuity?

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Hi everyone,

I’m looking for advice from people experienced with health insurance portability/claims in India.

My parents have a family floater health insurance policy.

The original policy was with Star Health, with continuous coverage dating back to 2013. The Star policy document shows the first policy inception as 21-Oct-2013.

We ported the policy to HDFC ERGO in April 2025.

The HDFC ERGO policy is a family floater covering both my father and mother. The policy schedule shows portability continuity benefits for both members.

In August 2026, my mother was hospitalized for a serious spine/infection-related condition.

HDFC initially rejected the cashless facility, citing alleged non-disclosure of IHD (ischemic heart disease). Their letter specifically says the cashless facility was not approved but that reimbursement could still be submitted.

We disputed the non-disclosure issue because the hospitalization was for the spine/infection-related condition, not a cardiac treatment.

On 25 September 2026, HDFC ERGO apparently cancelled the entire policy.

I did not receive any email, letter, or prior notice informing me that the policy was being cancelled.

I only discovered the cancellation when I checked the HDFC app.

Since it was a family floater, the cancellation appears to have affected both my mother and my father, even though the alleged non-disclosure relates to my mother.

There is another important point: when HDFC issued the policy in April 2025, they had already specifically underwritten my mother's declared condition of dyslipidemia and fibroid uterus, including applying an additional premium/loading.

My main concern

My father has had continuous insurance coverage since 2013. I don't want his 13+ years of continuity/portability benefits to be lost because of an issue concerning my mother.

What can I do immediately to protect my father's continuity?

Can HDFC legally cancel the entire family floater because of an alleged non-disclosure concerning one member?

Should I immediately request HDFC to restore/continue my father's policy separately while the dispute regarding my mother is investigated?

Can my father's continuity/portability credits be preserved even if HDFC ultimately refuses to cover my mother?

Should I approach HDFC grievance → IRDAI → Insurance Ombudsman?

Has anyone experienced a similar situation where one member of a family floater was accused of non-disclosure and the insurer cancelled coverage for the entire family?

Is there a specific IRDAI rule/circular or policy clause I should quote in my complaint?

I'm particularly interested in real experiences, Ombudsman decisions, or legal cases involving family floaters, non-disclosure, cancellation and preservation of continuity benefits.

I’m trying to act quickly because I don't want my father's long insurance history to be lost while the dispute is ongoing.

Any advice on the immediate steps would be greatly appreciated.