Go Digit General Insurance has published its 12th Transparency Report, titled “Building Pillars of Trust in an Insurance Ecosystem.” The bi-annual report shares detailed data about claims and customer service performance across health, motor, and travel insurance.
This latest edition, for the financial year 2024–25, is the first to offer detailed data on health insurance claims for both individual and group policies. It also highlights how quickly the company processes various claims—from hospital approvals to car repair authorizations.
Claims Data Highlights
Digit reported a Claims Settlement Ratio (CSR) of 97% for FY24–25, reflecting the percentage of total claims successfully settled.
Other key metrics include:
- Average time for cashless health facility approval: 26.93 minutes
- Average hospital discharge approval time: 58.95 minutes
- Average time for vehicle repair approvals: 15 hours and 36 minutes
- Reimbursement and travel claims timelines were also detailed in the report.
The company noted that 97% of all claims were decisioned, showing high efficiency in processing.
Customer Support and Digital Services
The report shows strong performance in customer support, particularly through digital channels:
- 2.22 lakh live chats handled via WhatsApp
- 8.49 lakh customers assisted during FY25
- First-Time Resolution (FTR) rate: 96% in the second half of FY25
- Average call time: 5 minutes and 58 seconds
Digit also reported system uptime between 99.69% and 100%, reducing downtime by over 70% during the year.
Large Claims and Ombudsman Complaints
Notable claim settlements include:
- ₹1.5 crore for a private car third-party case
- ₹1.12 crore for a two-wheeler third-party case
The report also includes information about complaints filed with the insurance ombudsman during FY24–25 and how they were resolved.
Focus on Transparency
Digit Insurance emphasized that this report goes beyond regulatory requirements. It aims to provide clear, data-driven insights to help customers and stakeholders make informed decisions. The report even includes simple explanations of insurance terms to improve understanding.
Digit said this initiative reflects its core value of “Being Transparent”, with the goal of building trust in the insurance ecosystem.
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