Digit claims to have maintained a Claims Settlement Ratio of 97%
FinTech BizNews Service
Mumbai, May 26, 2025: Digit has claimed to have maintained a CSR of 97%, according to a Report titled ‘Building Pillars of Trust in an Insurance Ecosystem’, today unveiled by Go Digit General Insurance (Digit Insurance).
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.
Here is a snapshot of various claims-related turnaround times for FY24-25:
Claims Settlement Ratio (CSR): Digit maintained a CSR of 97%.
Efficiency in Turnaround Times (TATs):
o Health Facility Approval: Average of 26.93 minutes in H2 FY24-25.
o Hospital Discharge Approval: Average of 58.95 minutes in H2 FY24-
25.
o Motor Vehicle Repair Approval: Average of 15 hours and 36 minutes
in H2 FY24-25.
Detailed Claims Payouts: The report breaks down health insurance claims by
retail and group policies, showing 97% of total claims decisioned. It also
simplifies various jargon related to claims.
Ombudsman Complaints: The report provides details of complaints filed with
the Ombudsman during FY 2024-25 and their outcomes.
Big Ticket Claim Settlements: Digit settled major claims, with highest claims of
Rs 1.5 crore for private car Third Party Claim and Rs 1.12 crore for two-wheeler
Third Party claim.
Robust Customer Service & Tech:
o WhatsApp Self-Service: Handled 2.22 lakh live chats and served 8.49
lakh customers in FY25.
o First-Time Resolution (FTR) on Calls: FTR improved to 96% in H2FY25,
with average talk time reduced to 5 minutes 58 seconds.
o High System Uptime: Digit's core online platforms maintained 99.69% to
100% uptime in FY25, with downtime hours reduced by over 70%.
