Insurance is fundamentally a promise, but its true test comes when a policyholder needs assistance. A policy purchase is merely the beginning; the critical moment of truth occurs during a claim, where the insurance experience either builds or erodes trust. Recognizing this, Policybazaar has strategically expanded beyond distribution to create a comprehensive customer service and claims ecosystem within the Indian insurance landscape. Today, the platform supports customers throughout their entire journey, from policy selection and renewals to claims assistance and resolution via its insurance partners, ensuring trust endures long after the purchase.
This trust is reflected in the numbers. Renewal rates on the platform have consistently exceeded 90% for protection products. This trust has also shaped Policybazaar's broader mission: ensuring customers are never left alone when they need insurance the most.
Key Figures for FY26
- Health Insurance Claims: Over 2.45 lakh claims supported, with a customer satisfaction (CSAT) score exceeding 90%.
- Motor Insurance Claims: Assisted with 1.3 lakh claims, facilitating settlements worth ₹250 crore.
- Life Insurance (Since Inception): Total settlements reached ₹2,069 crore.
- Renewal ARR (Q4 FY26): Annualized run rate of ₹1,126 crore, reflecting 63% year-on-year growth.
Building PB Fintech's Services Ecosystem
Policybazaar's role begins even before a policy is purchased. Over the years, the company has invested over ₹3,000 crore in generating awareness and helping millions of Indians understand their insurance needs. However, education alone is insufficient. Insurance requires ongoing engagement, support, and service throughout a customer's lifetime. PB Fintech has developed a suite of services to make insurance a living, ongoing commitment.
1. PB Health
In the Indian healthcare system, the core issue is not capability but the alignment of incentives. Decisions are often influenced by factors that do not always prioritize the patient. PB Health addresses this through a model where customers pay a fixed annual fee—no claims, no bills, just care. Hospitals are rewarded for keeping people healthy rather than treating illness. The vision is to create a healthcare system that works for the patient, where staying healthy is the primary goal.
2. PB Care+
When a family is in the hospital, their sole focus should be recovery. PB Care+ handles everything else, including documents, approvals, and discharge formalities. Currently, the claims experience involves multiple stakeholders—hospitals, insurers, and TPAs—each working with good intent. The next leap in customer experience will come from deeper coordination across these touchpoints, so the customer feels supported by one connected system. PB Care+ was designed to bridge this gap, bringing all parties onto the same page in real time, aiming to provide a seamless hospitalization experience for Policybazaar customers.
3. PB Wheels
On the motor side, PB Wheels was launched with the belief that car owners need more than an insurance policy; they need a trusted partner throughout the vehicle's life. This partner helps them stay ahead of maintenance and stands by them when issues arise. PB Wheels aims to make car ownership simpler, safer, and more reassuring. Recently, PB Wheels extended on-road breakdown assistance across Delhi NCR, open to all car owners, not just Policybazaar customers.
Policybazaar's Claims Infrastructure
A policy is only as good as the claim it pays. This belief underpins Policybazaar's claims infrastructure across health, life, and motor insurance. In health, initiatives like Claim Samadhan Diwas bring customers, insurers, and claims specialists together to resolve long-pending disputes. Since inception, over 400 claims have been settled, with more than ₹6.2 crore worth of health claims resolved on the spot.
In life insurance, the Dedicated Claims Assistance Programme (D-CAP) assigns a dedicated specialist to support families through every stage of the claims process, regardless of where the policy was purchased. In motor insurance, initiatives such as Claim Kavach and the Assured Delivery Programme work across a network of over 200 garages in 185 cities to accelerate repairs and reduce turnaround times by nearly 30%. These efforts reflect a simple commitment: when customers need insurance the most, they should never have to navigate the journey alone.
Building Trust in India's Insurance Ecosystem
India remains significantly underinsured. Affordability and awareness matter, but trust is what ultimately decides whether the next 500 million Indians buy insurance and stay with it. Closing this trust gap, anchored in IRDAI's regulatory direction, is Policybazaar's central focus. The companies shaping India's insurance future will not simply be those that sell the most policies; they will be the ones that keep the most promises.
Sarbvir Singh, Joint Group CEO, PB Fintech, stated: "Our responsibility starts at the point of sale and matters most at the point of need. Every claim is a family navigating uncertainty, and our job is to make sure they are not navigating it alone. We are not just helping Indians buy insurance. We are building the trust infrastructure they need to feel protected."
