Max Life Insurance achieves Claims Paid Ratio of 99.22% during FY 2019-20
- Paid 15,342 death claims during the financial year 2019-20*
- Digital forensic controls and predictive analytics underwriting models decrease repudiation ratio to 0.78%
Max Life Insurance Company Ltd. (“Max Life” / “Company”), in line with its continued promise of trust to its customers, announced that it has paid off 15,342* claims received in FY 2019-20, thereby settling INR 562.54 crores* worth of individual claims received in FY 2019-20. The Company has achieved high claims paid ratio of 99.22%* – in comparison with the company’s last five-year performance.
With consistent investment in fraud detection and mitigation at the issuance stage through robust predictive analytical based underwriting models, Max Life has demonstrated steady improvement of 226 bps in claims paid ratio over the last five years from 96.95%** in FY 2015-16 to its current figure of 99.22% in FY 19-20*. During FY 2019-20, out of total death claims received, only 120 were rejected and 1 case was pending for closure at the end of the financial year. The company’s repudiation ratio has fallen to 0.78% at the back of best-in-class digital forensic controls.
Since its inception till March 2020, Max Life has paid INR 3801 crores towards 128,288 policies for individual death claims.
Commenting on the accomplishment, Mr. Manu Lavanya, Director and Chief Operations Officer, Max Life said, “Over the years, we have remained steadfast in our commitment towards our customers by working towards improving our claims paid ratio - the ultimate moment of truth that defines a life insurer’s relationship with its customers. Our consistent performance in achieving 99.22% claims paid ratio in FY 19-20 bears testament to the devotion we have towards our customers. We are committed to further enhancing our investments in the areas of improved underwriting capabilities, technological interventions, and an overall robust claims ecosystem to ensure that we scale newer heights when it comes to settling claims in a timely and efficient manner.”
Given the disruption caused by the COVID-19 pandemic, Max Life has digitized its claims management process to ensure that all support documents are accepted online, and customers can submit claims on time through WhatsApp, email or by using self-service options - website, digital bots, and AI-driven interactive voice response.
*Basis IRDAI Annual Report 2019-20
**Basis IRDAI Annual Report 2015-16