Digit Insurance details claims performance in 11th transparency report

Go Digit General Insurance Limited (Digit Insurance) has released its 11th Transparency Report. The report, titled “Breaking the Doubt Cycle: Creating Moments of Delight in Insurance,” offers insights into turnaround times for claims, approvals, and customer resolutions across various insurance verticals, including health, motor, travel, and home insurance.

In the report, Digit shared key metrics on how quickly it processes claims and resolves customer queries, aiming to address common concerns faced by policyholders.

For motor insurance, the company reported an average work approval time of 12 hours and 17 minutes, with the fastest approval completed in just seven minutes.

Claims settlements took an average of 15 days, with the quickest settlement recorded at 18 minutes.

Health insurance data showed that cashless pre-authorisation approvals were processed in an average of 25.79 minutes, while hospital discharge approvals took 52.61 minutes.

Reimbursement claims were settled within 2.96 days on average. The largest health claim processed during the first half of FY25 was ₹27.43 lakh for a case of rheumatic aortic stenosis.

In travel insurance, a claim of ₹12.36 lakh was settled for emergency evacuation and treatment in the United States, highlighting the company’s responsiveness in critical situations.

Home insurance settlements averaged 37 days, with the fastest claim settled in just one day, involving ₹4.28 lakh for storm and flood damage in Delhi NCR.

The report also emphasised customer service metrics, revealing that Digit engaged over 4.16 lakh customers via WhatsApp and achieved a first-call resolution rate of 92.55 percent.

Between April and September 2024, the company settled 441,275 claims and sold more than 5.7 million policies.

Since its inception, Digit has served over six crore customers.