Digit Insurance settles over 1 million claims in FY 2025-26, reports service and claims timelines

Digit Insurance stated that it settled over 1 million claims across all lines of business in FY 2025-26. As part of its 14th Transparency Report, the company also disclosed service and claims-related turnaround times (TAT), outlining its performance against regulator-set timelines.

The company reported that 82.9 per cent of its health insurance cashless approvals were cleared within 30 minutes, compared to the one-hour prescribed requirement. Post-policy fixes, including updation and correction service requests, were completed instantly or within two hours, within the prescribed seven-day benchmark.

The report expanded its disclosures to include service TATs across retail health, motor and non-motor lines of business. Customer requests for policy changes were resolved on an average within a couple of hours, compared to the seven-day mandate, with some requests addressed instantly. First-time resolution stood at 95 per cent for customers contacting the helpdesk. The average response time for social media queries was recorded at 4 minutes and 19 seconds. More than 4.7 lakh customers used WhatsApp self-service for real-time updates.

The report also included claims data. The fastest cashless facility approval was recorded at three minutes, with an average of 21.38 minutes. Nearly 92 per cent of reimbursement claims were settled within seven days, with the fastest processed in 3.46 hours. The highest single claim settled reached ₹30 lakh.

In motor insurance, vehicle repair approvals were recorded as fast as five minutes, with around 71 per cent completed within 12 hours. The largest third-party motor settlements reached ₹2.02 crore for a two-wheeler and ₹3 crore for a private car. In travel insurance, a claim of ₹18.65 lakh in Indonesia was settled in three days and nine hours.

The company reported that out of 11.16 lakh claims processed, 339 complaints were escalated to the Ombudsman. It settled 2.94 lakh health claims with a repudiation rate of 7.95 per cent. The share of customers using WhatsApp and subsequently contacting the call centre reduced to 11 per cent from 29 per cent in FY25.

The Transparency Report is a bi-annual exercise by Digit Insurance, where it shares disclosures and data insights with customers, partners and stakeholders. Titled “In Pursuit of Ikigai: Standardising Care, Craft, Rigour & Value in Insurance”, the report presents disclosures and data snapshots related to claims and service experience.