Go Digit General Insurance released its 13th Transparency Report, highlighting faster claim processing and improved customer service. Key improvements include a reduction in motor work approval TAT by 52 minutes and quicker social media closures. The company also reported a rise in its Claim Settlement Ratio to 97.2% and a significant reduction in call volumes due to enhanced digital services.
Key Performance Indicators
Go Digit General Insurance’s 13th Transparency Report showcases the company’s focus on speed and empathy in customer service. The report highlights improvements across various key performance indicators (KPIs) for the first half of fiscal year 2025-26 (H1FY26).
Motor Insurance Claims
The company reduced the overall Motor Work Approval TAT by 52 minutes, from 15 hours 36 minutes to 14 hours 44 minutes. The fastest work approval was achieved in just 7 minutes. Private car work approval times improved by 51 minutes, and approval times for two-wheelers improved by 1 hour 9 minutes.
Health Insurance Claims
The average turnaround time for Cashless Pre-Authorization stood at 26.9 minutes, with the fastest approval in 7 minutes. Hospital Discharge Approvals averaged 52.5 minutes, with the quickest approval in 7 minutes. Reimbursement Claims were settled in an average of 2.4 days, with the fastest claim processed in 4.4 hours.
Customer Service Enhancements
First Level Response TAT on social media improved to 6 minutes 15 seconds. Social Media Closure TAT dropped to 20.5 hours in H1FY26. The company’s Claims Settlement Ratio rose to 97.2%. Call volumes decreased with 197,200 fewer calls in H1FY26 due to improved WhatsApp and App self-service features.
Awards and Recognition
Digit Insurance was awarded the Best Fintech Insurance Award at the Financial Express Best Banks Awards 2025.
Real-Life Claim Scenarios
The report highlighted several real-life claim scenarios, including claims related to the Air India crash, support for the family of fallen personnel of Punjab Police, and travel disruptions due to tensions between India and Pakistan.
Source: BSE
