Go Digit General Insurance (Digit Insurance) has released its 12th Transparency Report titled “Building Pillars of Trust in an Insurance Ecosystem”. The bi-annual report aims to improve claims-related transparency and offers detailed information relevant to customers, including health claims data, turnaround times, and settlement metrics across multiple lines of business.
The FY24-25 edition is reportedly the first to provide granular health claims data for both retail and group policies. It also presents a transparent account of claims processing performance in terms of turnaround times. These include metrics for cashless facility approval, hospital discharge approval, reimbursement claim settlement in health insurance, vehicle repair approval under motor insurance, and claims under travel insurance.
Digit stated that this initiative is part of its core value of “Being Transparent”. The report is designed to go beyond regulatory mandates and provide data-led insights to customers, partners, and stakeholders.
The company reported a Claims Settlement Ratio (CSR) of 97 per cent for FY24-25. Health facility approval turnaround time averaged 26.93 minutes, and hospital discharge approvals were processed in 58.95 minutes on average. In the motor insurance segment, the average time taken for vehicle repair approvals stood at 15 hours and 36 minutes during the second half of the financial year.
The report breaks down health insurance claims by retail and group categories and notes that 97 per cent of all claims were decisioned. Additionally, the report includes an explanation of commonly used claims-related terminology to aid customer understanding.
Details of complaints lodged with the insurance ombudsman during FY24-25 and their resolutions are also part of the report. Among the notable claim settlements, Digit processed a ₹1.5 crore claim for a private car third-party case and a ₹1.12 crore claim for a two-wheeler third-party case.
Digit also outlined its digital service capabilities. Through WhatsApp, the company handled 2.22 lakh live chats and assisted 8.49 lakh customers during FY25. Its first-time resolution (FTR) rate on customer calls improved to 96 per cent in H2FY25, while the average talk time was 5 minutes and 58 seconds.
The report also highlights system uptime across its online platforms, with uptime ranging between 99.69 per cent and 100 per cent. Downtime hours were reduced by over 70 per cent during the financial year.
Digit’s Transparency Report continues to be a voluntary disclosure initiative aimed at providing clarity and building trust across the insurance ecosystem.
