Go Digit General Insurance Limited (Digit Insurance), one of India’s leading new-age insurance companies, today unveiled its 13th Transparency Report, ‘The Invisible Architecture’ Making Good Experience in Insurance Possible: Speed & Empathy. The edition delves into the various aspects that make better customer service and claims processing possible. The report covers granular insights into claims data, turnaround times and approval times for health insurance and motor insurance claims, including claim settlement timelines around various lines of business for the first half of fiscal year 2025-26 (H1FY26).

Digit Insurance also highlighted real-life claims scenarios, showcasing stories regarding the Air India crash claims settlement, the payment to the family of the fallen personnel of Punjab Police in active line of duty, and the claims settlement of individuals whose travel plans were affected due to tensions between India and Pakistan.

Reflecting its core value of 'Being Transparent', Digit Insurance’s bi-annual Transparency Report goes beyond regulatory requirements to offer rich, data-backed insights and narratives to customers, partners, and stakeholders.

Here is a snapshot of various insights for H1FY26

HEALTH INSURANCE CLAIMS TATs

• Cashless Pre-Authorization: In H1FY26, our average turnaround time stood at 26.9 minutes, with the fastest approval delivered in just 7 minutes. (IRDAI TAT requirement*: 1 hour)
• Hospital Discharge Approvals: Approvals averaged 52.5 minutes, with the quickest discharge greenlit in only 7 minutes. (IRDAI TAT requirement*: 3 hours)
• Reimbursement Claims: Claims were settled in an average of 2.4 days, with the fastest processed in a remarkable 4.4 hours. (IRDAI TAT requirement*: 14 days)

WORK APPROVAL FOR MOTOR INSURANCE CLAIMS

• Digit Insurance cut down its overall Motor Work Approval TAT by 52 minutes—from 15 hours 36 minutes in H1FY26 to 14 hours 44 minutes. The fastest work approval came at a lightning speed of 7 minutes.
• For private cars work approval, turnaround time improved by 51 minutes, down from 14 hours 46 minutes to 13 hours 55 minutes. Fastest work approval delivery came in as fast as 10 minutes.
• For two-wheelers, work approval time improved by an impressive 1 hour 9 minutes, bringing the average TAT down from 14 hours 32 minutes to 13 hours 23 minutes, with the fastest approval blazing in at just 9 minutes.

CUSTOMER SERVICING IMPROVEMENTS

• Faster First Responses: In H1FY26, our First Level Response TAT on social media improved from 20 minutes 7 seconds to just 6 minutes 15 secs, showcasing our commitment to real-time engagement.
• Quicker Social Media Closures: Our Social Media Closure TAT dropped from 32.5 hours in H1FY25 to 20.5 hours in H1FY26, reflecting a 37% improvement in resolving customer queries faster.
• Claim Settlement Ratio^: Digit Insurance’s Claims Settlement Ratio rose to 97.2% in H1FY26 from 96.2% in H1FY25, with the Fire line of business making a stellar leap from 91.6% to 98.9%.
• Call Volume Reduction: Call volumes improved as the company received 197,200 fewer calls in H1FY26 powered by WhatsApp and App self-service features.

AWARD AND ACCOLADES

Digit Insurance was awarded the prestigious Best Fintech Insurance Award at the Financial Express Best Banks Awards 2025, in a ceremony graced by the Hon’ble Union Minister of Home Affairs Shri Amit Shah, along with Maharashtra Chief Minister Shri Devendra Fadnavis and Deputy Chief Minister Shri Eknath Shinde. This recognition underscores company’s commitment to innovation, customer-centricity, and excellence in digital insurance. Digit Insurance bagged a total of 11 awards during H1FY26, reinforcing its leadership in innovation, customer experience, and operational excellence.

Also Read: GST on Health and Life Insurance Cut to 0%: Here's What It Means to You

As per “Master Circular on IRDAI (Insurance Products) Regulations 2024- Health Insurance; ^ Claims Settlement Ratio = (Claims Paid + Claims Closed)/(Claims outstanding at beginning of the year + Claims Reported - Claims outstanding at the end of the year).

This report is a testament to our belief that while the best care may be invisible, transparency about that care should never be. We invite you to explore the full report to see how Digit Insurance continues to redefine customer experience in insurance.