Go Digit Insurance Releases Transparency Report 13.0
Filing Summary
Go Digit General Insurance Ltd has released its 13th Transparency Report, detailing claims processing and customer service metrics for the first half of fiscal year 2025-26. The report highlights improvements in turnaround times for health and motor insurance claims, with significant reductions in processing times. The company’s claims settlement ratio increased to 97.2% in H1FY26. The report also covers real-life claims scenarios and customer service enhancements. Go Digit received multiple awards, including the Best Fintech Insurance Award, reflecting its focus on innovation and customer-centricity.
Go Digit General Insurance Ltd has published its 13th Transparency Report, titled “The Invisible Architecture,” for the half year ending September 30, 2025. The report provides detailed insights into the company’s claims processing and customer service metrics, focusing on speed and empathy in service delivery. It covers various aspects of claims data, including turnaround times for health and motor insurance claims, and showcases real-life claims scenarios.
The report indicates that the average turnaround time for cashless pre-authorization in health insurance was 26.9 minutes, with the fastest approval at 7 minutes. Hospital discharge approvals averaged 52.5 minutes, and reimbursement claims were settled in an average of 2.4 days. For motor insurance, the overall work approval time improved to 14 hours 44 minutes, with the fastest approval at 7 minutes. The claims settlement ratio increased to 97.2% in H1FY26, up from 96.2% in H1FY25.
Operational improvements include enhanced customer service metrics, with the First Level Response time on social media reduced to 6 minutes 15 seconds. Social media closure times improved to 20.5 hours, reflecting a 37% improvement. The company also reported a reduction in call volumes by 197,200 calls in H1FY26, attributed to the adoption of WhatsApp and app-based self-service features.
The report highlights several real-life claims scenarios, including settlements related to the Air India crash, a Punjab Police officer’s line-of-duty death, and travel disruptions due to India-Pakistan tensions. These cases demonstrate the company’s commitment to swift claims processing and customer care.
Go Digit General Insurance Ltd received the Best Fintech Insurance Award at the Financial Express Best Banks Awards 2025, among other accolades. The company won a total of 11 awards in H1FY26, recognizing its leadership in innovation and customer experience.
Go Digit General Insurance Ltd, founded by Kamesh Goyal in 2016, is a publicly listed company focusing on non-life insurance products. It leverages technology for product design, distribution, and customer experience. The company is part of the Fortune India 500 List and the Hurun India 500 List, highlighting its position as a leading new-age insurance provider in India.