Abstract:    This study presents a comparative analysis of the perceptions of policyholders and managers regarding health insurance services, aiming to identify gaps, align expectations, and enhance service delivery. Data was collected using structured questionnaires targeting both groups, with emphasis on service quality, claim settlement, premium affordability, and policy transparence. Quantitative methods, including descriptive statistics and inferential analysis, were employed to evaluate perception differences. The findings reveal significant disparities between policyholders’ satisfaction and managers’ assumptions of service effectiveness. While managers rate their performance positively, policyholders express concerns regarding claim delays, lack of communication, and rising premiums. The study highlights the need for improved customer engagement and transparent practices in the health insurance sector to bridge the perception gap and foster trust.