Go Digit General Insurance presented its strategic framework emphasizing a shift from ‘Market-Led to Choice-Led Growth,’ driven by deliberate capital and risk decisions across Capital, Risk, Channels, and Products. The presentation detailed a holistic, discipline-focused approach to Motor Third Party (TP) claims, leveraging technology like the ‘Ojas’ platform to enhance efficiency and control outcomes. Key directional metrics show improved throughput and service velocity, confirming that volume is being absorbed smoothly while rules are consistently applied.
Strategic Shift: Choice-Led Growth
The company is pivoting its strategy from being ‘Market-Led to Choice-Led Growth,’ underpinned by deliberate decisions concerning capital and risk deployment. This approach is governed by four key pillars:
- Capital: Allocated only to ROE-positive opportunities.
- Risk: Segmented and priced using data insights.
- Channels: Scaled selectively, not uniformly.
- Products: Launched only where outcomes can be controlled.
The core philosophy is: “Growth is a decision, not a by-product.”
Distribution Focus: Growth Follows ROE
Distribution decisions are focused on the quality of inflow, as poor inflow cannot be corrected downstream. Recent performance indicators from April ’25 to December ’25 show that growth reflects deliberate choices:
- Motor TP Growth: 26% in the High ROE segment versus only 8% in the low ROE segment.
- Overall GDPI Growth: 14.7% (up from 8.7% in the prior period), indicating redirection of capital to higher-return areas.
Digital & Direct Channel Performance
The Digital & Direct channel is scaling profitably:
- Scale achieved ~1.6x Year-over-Year growth in the First 9 Months, with profitability remaining healthy.
- Customer Quality is high, showing high renewal ratios (greater than 70%) and stable persistency.
Advancing Execution with Ojas Platform
The ‘Ojas’ single-source platform integrates business intelligence for sales steering. Key impacts include:
- Improved Efficiency: Elimination of manual report creation.
- Smarter Work: Insight-driven prioritisation.
- Improved On-Ground Discipline: 27% increase in physical partner visits observed.
Commercial Lines: Managing Severity Risk
Commercial Lines require a different mindset due to the dominance of severity over frequency. The strategy involves outcome-managed growth cycles:
- In a Hard Market Strategy, the focus is on managing growth through profitable segments and exiting underperforming geographies or risks.
- In a Soft Market Strategy, the focus shifts to horizontal expansion in favorable pockets where rate adequacy is proven, prioritizing high-quality risks.
This disciplined cycle management aims to make commercial lines a strong volatility stabilizer for the overall portfolio.
Motor TP Claims: Engineering Outcomes Through Discipline
Motor Third Party (TP) claims present the largest and hardest book to manage due to court-driven awards and high fraud exposure. The company employs a holistic approach:
- Every claim is actively steered based on facts and evidence, not just petitions.
- A Pre-decision checklist guides assessment on genuineness, evidence consistency, and defensibility.
In cases where liability is clear, the company focuses on Early Settlement, exemplified by settling a claim of ₹3.5 crore within two months to provide faster closure and reduce long-tail exposure.
Technology: Scaling Without Compromising Quality
Technology is key to scaling claims volume, especially in Motor Own Damage (OD), where volume rose from 5.1L (Apr-Dec ’24) to 5.5L (Apr-Dec ’25).
The guiding philosophy is to “Scale our minds and not headcount.”
Improvements in key metrics demonstrate successful scaling:
- Time Motion Studies (TMS in mins): Reduced from 22.8 (Dec ’24) to 17.6 (Dec ’25).
- End-to-End TAT: Improved from 17.8 (Dec ’24) to 16.8 (Dec ’25).
- Productivity: Claims processed per person per month rose from 133 to 148.
These outcomes confirm that “Volume absorbed smoothly; Rules consistently applied.”
Source: BSE
