Star Health and Allied Insurance Company said as it enters the final quarter of the fiscal year, the company’s priorities remain firmly anchored in value-driven growth, disciplined underwriting, strong fraud analytics and deeper partnerships with hospitals and distributors.
The Chennai-based standalone insurance major is reinforcing its position as a customer-focused health insurer backed by strong claims outcomes, rising customer advocacy scores and deepening digital adoption across its value chain.
During 9M FY2026, the company settled over 2 million claims amounting to ₹8,900 crore, reflecting operational scale and execution rigour. The consolidated claims settlement ratio stood at 90%, underlining consistency in claims servicing even at elevated volumes, top management of the company told the analysts, at the latest earnings call.
Key customer experience indicators showed sustained improvement during the period. Grievances per 10,000 policies declined to 20, from 22 a year earlier, while renewal retention remained robust at 99.2% on a value basis, pointing to strong customer confidence in the franchise.
Net Promoter Scores (NPS) improved sharply across touchpoints. Claims NPS rose to 63 in December 2024, while cashless claims NPS increased to 72 from 63, positioning Star Health among the industry leaders in cashless servicing. At the company level, overall NPS improved from 55 to 64 between December 2024 and December 2025, reflecting broad-based gains in customer satisfaction.
According to MD & CEO Anand Roy, the improvement in persistency, NPS and grievance metrics validates the company’s sustained investments in disciplined execution and customer-first processes.
Star Health continues to be one of the largest investors in technology within the health insurance sector, with digital now embedded across sales, servicing and claims. Modernisation of legacy platforms, workflow automation and straight-through processing have translated into tangible productivity and service improvements.
On the acquisition side, 94% of new policies originated digitally, while 76% of premiums were collected through digital channels during the period. In Q3, the company’s distributor app, ATOM, facilitated 85% of fresh policy acquisitions, highlighting strong adoption among agents and partners.
On the claims front, the company’s AI-powered claims platform now handles around 57% of claims traffic, improving productivity while also reducing fraud, waste and abuse (FWA).
Star Health expanded its home healthcare services to over 300 locations, up from around 250 in the previous quarter. Growth in doctor availability and specialties drove a 73% increase in telemedicine usage, indicating rising consumer engagement with the insurer’s wellness ecosystem.
Digital engagement through the customer app has scaled rapidly. App downloads crossed 13 million by December 2025, with monthly active users exceeding 1.5 million. Self-service adoption continues to rise, with over 60,000 claims submitted via the app during the period—more than double the volume seen in the previous year’s nine months.
Additionally, over 300,000 policies were renewed through the app, reinforcing its role as a central servicing and engagement platform.