Bengaluru, May 2026: Digit Insurance (Digit), one of India’s leading digital full-stack insurance companies, said it settled over 1 million claims across all lines of business in FY 2025-26. The Company, as part of its 14th Transparency Report, also revealed various service and claims-related turnaround times (TAT), showcasing how it performed against various regulator-set timelines.
Digit revealed that in FY 2025-26, 82.9% of its health insurance cashless approvals were cleared within just 30 minutes (compared to one-hour prescribed requirement), while most post-policy fixes (updation/correction service requests) were completed instantly or under two hours, well within the prescribed 7-day benchmark.
In a first, the Transparency Report also expanded its disclosures to include everyday service TATs, showing how “instant” is the new standard for post-policy operations across retail health, motor, and non-motor lines of business. Below is a quick view of customer-facing service metrics:
- Policy Fixes:Customer requests for policy changes are largely resolved on an average in a couple of hours, compared to the prescribed 7-day mandate; with the fastest TATs for most requests being addressed
- First-Time Resolution (FTR):95% of customers calling the helpdesk received a resolution on their very first call.
- Social Media Agility:The average response time (FLR) for customers reaching out via social media is now 4 minutes and 19 seconds.
- Digital Adoption:Over 7 lakh customers utilized WhatsApp self-service for real-time updates.
Digit also shared granular claims data to reinforce customer confidence. Key claims metrics from the report are outlined below:
- Cashless Facility Approvals:The fastest recorded approval took only 3 minutes in FY25-26 while the average stood at 21.38 mins.
- Reimbursement Claims Settlements:Nearly 92% of claims were settled within 7 days, with the fastest reimbursement processed in 46 hours. The highest single claim settled touched ₹30 lakh.
- Motor Insurance:Vehicle repair approvals (overall) were clocked as fast as 5 minutes and around 71% of repair approvals were done within 12 hours. The largest individual third-party motor settlements reached ₹2.02 crore (two-wheeler) and ₹3 crore (private car).
- Travel Insurance:A major travel claim of ₹18.65 lakh in Indonesia was settled in 3 days and 9 hours.
Digit also revealed critical benchmarks related to Ombudsman escalations, health insurance performance, and evolving customer behaviour. The report’s key disclosures are summarised below:
- Ombudsman Cases:Out of 11.16 lakh claims processed, only 339 complaints went to the Ombudsman.
- Health Claims Performance:Successfully settled 94 lakh health claims, maintaining a lean repudiation rate of 7.95%.
- Customer Insight:The share of customers who used WhatsApp and still called our call centre for next-step clarity dropped sharply to 11%, down from 29% in FY25.
Part of its core value of “Being Transparent”, Transparency Report is Digit’s bi-annual exercise where it goes beyond mandatory disclosures and shares various data-led insights and stories to its customers, partners and all other stakeholders. Titled “In Pursuit of Ikigai: Standardising Care, Craft, Rigour & Value in Insurance”, the report, anchored in the theme of Ikigai, brings together key disclosures and data-led snapshots that show how the Company is strengthening customer outcomes, especially across claims and service experience.
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