Go Digit General Insurance Limited (Digit Insurance), one of India’s leading new-age insurance companies, today unveiled its 12th Transparency Report, “Building Pillars of Trust in an Insurance Ecosystem.” This edition aims to share data most relevant to customers by removing the ambiguity around claims transparency and providing granular insights into health claims data, turnaround times, approval times and claim settlement timelines around various lines of business.
With an aim to promote higher transparency, the report, in a first, has also showcased granular health claims data (for retail and group policies) and also transparently shares hits and misses across various turnaround time (TAT) metrics—cashless facility approval, hospital discharge approval, reimbursement claims settlement for health insurance; break-up of vehicle repair approval in motor insurance; and travel insurance claims.
Part of its core value of “Being Transparent”, Transparency Report is Digit’s bi-annual exercise where it goes beyond mandatory disclosures and shares various data-led insights and stories to its customers, partners and all other stakeholders.
Here is a snapshot of various claims-related turnaround times for FY24-25:
- Claims Settlement Ratio (CSR): Digit maintained a CSR of 97%.
- Efficiency in Turnaround Times (TATs):
- Health Facility Approval: Average of 26.93 minutes in H2 FY24-25.
- Hospital Discharge Approval: Average of 58.95 minutes in H2 FY24-25.
- Motor Vehicle Repair Approval: Average of 15 hours and 36 minutes in H2 FY24-25.
- Detailed Claims Payouts: The report breaks down health insurance claims by retail and group policies, showing 97% of total claims decisioned. It also simplifies various jargon related to claims.
- Ombudsman Complaints: The report provides details of complaints filed with the Ombudsman during FY 2024-25 and their outcomes.
- Big Ticket Claim Settlements: Digit settled major claims, with highest claims of Rs 1.5 crore for private car Third Party Claim and Rs 1.12 crore for two-wheeler Third Party claim.
- Robust Customer Service & Tech:
- WhatsApp Self-Service: Handled 2.22 lakh live chats and served 8.49 lakh customers in FY25.
- First-Time Resolution (FTR) on Calls: FTR improved to 96% in H2FY25, with average talk time reduced to 5 minutes 58 seconds.
- High System Uptime: Digit’s core online platforms maintained 99.69% to 100% uptime in FY25, with downtime hours reduced by over 70%.