Digit Insurance has announced that it settled more than 1 million claims across all business segments during FY 2025-26. The company, through its 14th Transparency Report, also shared key service and claims turnaround time (TAT) metrics, highlighting its performance against regulatory benchmarks.
According to the report, 82.9 per cent of health insurance cashless approvals were processed within 30 minutes during FY26, significantly faster than the prescribed one-hour requirement. The company also stated that most post-policy correction and updation requests were resolved instantly or within two hours, well ahead of the mandated seven-day timeline.
For the first time, the Transparency Report expanded its disclosures to include detailed service turnaround metrics across retail health, motor and non-motor insurance categories. The report noted that customer requests for policy modifications were generally resolved within a few hours, while several requests were completed instantly.
The company reported a first-time resolution rate of 95 per cent for customers contacting its helpdesk, indicating that most issues were addressed during the first interaction. On social media platforms, the average first response time stood at 4 minutes and 19 seconds.
Digit Insurance also highlighted growing digital adoption among policyholders, with more than 4.7 lakh customers using WhatsApp self-service for real-time updates and support.
The report further revealed detailed claims performance data across multiple categories. The fastest cashless approval during FY26 was completed in just 3 minutes, while the average approval time stood at 21.38 minutes.
For reimbursement claims, nearly 92 per cent were settled within seven days, with the quickest reimbursement processed in 3.46 hours. The company stated that the highest individual health insurance claim settled during the year amounted to Rs 30 lakh.
In the motor insurance segment, vehicle repair approvals were processed in as little as 5 minutes, while around 71 per cent of repair approvals were completed within 12 hours. The largest third-party motor settlements reached Rs 2.02 crore for a two-wheeler claim and Rs 3 crore for a private car claim.
Under travel insurance, a claim worth Rs 18.65 lakh in Indonesia was settled within 3 days and 9 hours.
Digit Insurance also shared data related to customer grievances and claims quality. Out of 11.16 lakh claims processed during the year, only 339 complaints were escalated to the Ombudsman.
In health insurance, the company settled 2.94 lakh claims while maintaining a repudiation rate of 7.95 per cent.
The report also reflected changing customer behaviour, with the proportion of customers who used WhatsApp services and still contacted the call centre for additional clarity dropping to 11 per cent from 29 per cent in FY25.
The Transparency Report, titled “In Pursuit of Ikigai: Standardising Care, Craft, Rigour & Value in Insurance”, forms part of Digit Insurance’s ongoing initiative to provide detailed disclosures and operational insights to customers, partners and stakeholders.
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