Go Digit General Insurance has released its 14th Transparency Report, highlighting a significant milestone with over 1 million claims settled in FY 2025-26. The company demonstrated industry-leading turnaround times, with 82.9% of health insurance cashless approvals cleared in under 30 minutes. Additionally, the firm continues to prioritize digital self-service, with 95% first-time resolution rates on helpdesk calls and over 4.7 lakh customers utilizing WhatsApp for real-time claim and policy updates.
Key Claims Performance Metrics
The latest transparency disclosures indicate strong operational efficiency across all lines of business. Reimbursement claims showed significant improvement, with nearly 92% of cases settled within 7 days, and the fastest reimbursement processed in just 3.46 hours. The largest single health claim settled during the period reached ₹30 lakh, while major motor insurance claims for third-party settlements reached as high as ₹3 crore for private cars.
Advancements in Digital Service Standards
Digit has set new benchmarks for customer service, with post-policy operational requests—such as change of address or nomination—now largely resolved instantly, well ahead of the 7-day regulatory mandate. The company’s focus on Social Media Agility has reduced the average response time for customer queries to just 4 minutes and 19 seconds. Furthermore, the company successfully handled 2.3 lakh live chats on WhatsApp, reflecting a massive shift toward digital-first customer engagement.
Commitment to Transparency and Dispute Resolution
The report underscores the company’s commitment to fair practices, noting that out of 11.16 lakh claims processed, only 339 complaints were escalated to the Ombudsman. With a lean health claim repudiation rate of 7.95%, the company continues to maintain high customer trust levels. The internal grievance redressal mechanism also saw substantial improvements, with the average grievance closure time reduced to 2 days and 4 hours, significantly faster than the mandated 14-day window.
Strategic Infrastructure and Tech Innovation
Digit’s operational resilience was bolstered by an 80% reduction in downtime for critical systems. By leveraging 2,602 APIs and AI-driven underwriting, the company now supports complex operations including the issuance of 2.26 lakh policies on peak days. These technological investments, combined with a cloud-native infrastructure, continue to enable the insurer to scale effectively while providing a frictionless experience across its diverse insurance portfolio.
Source: BSE
