Care says 99.5% of new policies are digital as app hits 13.8m

Religare Health Insurance, referred to as Care in its presentation, says 99.5% of new policy applications are digital and its customer app has reached 13.8 million installations. Care also reports 96% automated policy renewals, 2.54 lakh app-based renewals and 80% of cashless claims processed in less than 30 minutes.

How digital are Care’s new-policy and renewal processes?

Care says 99.5% of new policies are applied for digitally, making digital application the reported route for nearly all new policy acquisition. The presentation lists 46 products as available through its digital setup. It also reports more than 60% growth in direct-to-consumer, or D2C, new business, although it does not provide the comparison period, premium value, policy count or starting base for that growth measure.

Care reports that 96% of policy renewals are automated. This measure sits alongside the company’s 97% renewal rate for retail health indemnity in H1 FY27, compared with 91% in H1 FY26. The presentation reports both figures but does not attribute the six-percentage-point increase in the retail health indemnity renewal rate to automated renewal processes.

The difference between automated renewals and app renewals is material to interpreting the figures. Care reports 2.54 lakh policy renewals via its app, up 69% year on year, while the 96% automation figure covers policy renewals more broadly. The presentation does not disclose the total number of renewals, the app share of all renewals or the method used for the remaining automated renewal activity.

How fast has Care’s customer app grown?

Care’s app installations reached 13.8 million in H1 FY27, up from 12.5 million in FY26, 8.4 million in FY25 and 4.7 million in FY24. The reported series shows an increase of 9.1 million installations between FY24 and H1 FY27, including a 1.3 million increase from FY26 to H1 FY27.

Care reported 12 lakh monthly active users in both FY26 and H1 FY27, despite the 1.3 million increase in installations over that interval. The company also says 67% of retail customers are available on the mobile app. Its reported Android rating is 4.2 and its iOS rating is 4.6, although the presentation gives no review count, rating date or methodology.

The installation and active-user figures measure different aspects of app reach. Installations increased from 4.7 million in FY24 to 13.8 million in H1 FY27, while monthly active users rose from 8 lakh to 12 lakh over the same reported span. Care does not disclose a monthly-active-user-to-installation ratio, user retention measure or a breakdown between new and returning app users.

What can Care customers do through the app?

Care lists policy purchase, claim intimation, claim tracking, document upload, service-request tracking and a network locator as app functions. ClaimGenie is among the named claims tools, while policy-related services include placing or tracking a request. These functions position the app as a stated acquisition, servicing and claims interface.

The app also includes outpatient department, or OPD, services, such as Scan to Pay, service and balance details, transaction history, cashless access, OPD frequently asked questions and an OPD locator. Care further lists appointment booking, report downloads, e-pharmacy access, e-consultation, diet plans, fitness coaching, wellness content, a fitness tracker, a body mass index calculator and face scanning.

Care reports average monthly health checkups of 32,000 in H1 FY27, compared with 30,000 in FY26 and 21,000 in FY24. Average monthly doctor consultations rose to 8,100 in H1 FY27 from 7,100 in FY26 and 3,000 in FY24. These reported service volumes increased even as monthly active users were unchanged at 12 lakh between FY26 and H1 FY27.

How much customer servicing is moving through Care’s app?

Care reports 1.38 lakh claim intimations and submissions through the app, up 18% year on year, as well as more than 14 lakh service requests. Together with 2.54 lakh app-based renewals, these figures cover three self-service workflows. The presentation does not provide comparable totals for all claims, renewals or service requests, so their share of overall customer activity is not disclosed.

The company separately reports a cashless-claims Net Promoter Score, or NPS, of 74. Care says 80% of cashless claims were processed in less than 30 minutes. The presentation does not state the number of cashless claims in the timing measure, the period of observation, or whether processing refers to claim initiation, authorisation or final settlement.

Care’s listed app tools also include document upload and claim tracking, which can be used alongside claim intimation and submission. The presentation does not quantify the number of documents uploaded, the number of claims tracked through the app or the completion rate for digital claim submissions. It therefore reports workflow volumes rather than an end-to-end digital claims conversion measure.

What customer indicators accompany Care’s digital measures?

Care reported 9.2 lakh claims paid in H1 FY27, compared with 7.9 lakh in H1 FY26. Claims paid by value rose to Rs 3,500 crore from Rs 2,727 crore over the same periods, while the claim settlement ratio increased to 97% from 96%. These are reported claims and service measures presented alongside the digital disclosures, not evidence of a stated causal relationship.

Care also reported 0.42 grievances per 10,000 policies in H1 FY27, down from 0.81 in H1 FY26. Grievances per 10,000 claims declined to 46 from 47. The company describes the app as an engagement engine intended to improve health activity, retention and recurring usage, but does not disclose an app-specific retention rate, customer-acquisition cost or claims-cost outcome.

Conclusion

Care’s disclosures show that digital channels are used across policy acquisition, renewal, claims and health services: 99.5% of new policy applications are digital, 96% of renewals are automated and the app has 13.8 million installations. App activity includes 2.54 lakh renewals, 1.38 lakh claim intimations and submissions, and more than 14 lakh service requests, while health checkups and doctor consultations increased from FY26 to H1 FY27.

The next relevant disclosure is whether app usage rises in line with installations, because monthly active users remained at 12 lakh in FY26 and H1 FY27 while installations increased to 13.8 million. Care provides no future target or timetable for app installations, active users, automated renewals or cashless-claims processing, leaving the next stage of measured digital adoption unresolved.