Policybazaar claims support reaches 300-plus cities, 375 centres

Policybazaar has built on-ground health-claims support in more than 300 cities and PB Care+ assistance at more than 375 network centres. In H1 FY27, Policybazaar supported more than 125,000 health claims and more than 80,000 motor claims, combining hospital assistance, claims coordination and repair support after a policy is sold.

How large is Policybazaar's claims-support network?

Policybazaar's disclosed claims-support network includes health assistance in more than 300 cities and on-ground PB Care+ support at more than 375 network centres. The company describes the service as end-to-end support across health, term and motor insurance, extending beyond policy purchase and digital claims filing.

In H1 FY27, Policybazaar reported support for more than 125,000 health claims and more than 80,000 motor claims. Health therefore represented the larger of the two disclosed claim-support volumes during the half year, while motor claims were handled through a separate repair and escalation model.

Policybazaar also uses artificial intelligence across its service journey. Its claims processor is designed to classify documents, check bills and identify discrepancies, while conversational artificial intelligence addresses health queries on claims, payments, policy status and features. Policybazaar says sentiment-aware systems can escalate frustration to human agents and reports two-times faster issue resolution with 24×7 availability.

How does Policybazaar assist health insurance claims?

Policybazaar's health-claims process provides on-ground assistance from the first call through recovery, with a relationship manager meeting the customer at the hospital within 30 minutes in the stated journey. The sequence includes an adviser proposing a network hospital, in-hospital relationship-manager support and assistance during the hospital stay.

The PB Advantage 3.0 programme adds a medical counsellor from the first signs of illness to full recovery. Its three disclosed stages are pre-hospitalisation engagement, in-hospital support and post-discharge follow-up, making the service broader than claim-document collection. The presentation does not disclose a health-claim settlement rate or average resolution time.

PB Care+ is the network-hospital component of this health service. Policybazaar says PB Care+ offers app-based check-in, zero deposit at network hospitals and T-1 settlement at discharge. By comparison, its presentation describes a standard hospital journey as involving admission paperwork, an upfront deposit and verification-related discharge delays.

Policybazaar says pre-selected hospitals can reduce claims cost relative to tertiary hospitals. It also presents the model as offering insurers lower claims cost and faster settlement, while customers receive support from admission to discharge. These are stated operating mechanisms rather than disclosed data on actual savings, settlement speed or renewal outcomes.

What support does Policybazaar offer for term insurance claims?

Policybazaar offers a free grief-support programme for nominees and says it provides end-to-end assistance during a term-insurance claim. The service includes a dedicated claim manager, free document pick-up, on-ground support at the claimant's home, a physical claim-assistance card for family members and coordination with the insurer.

Policybazaar also displays claim-assurance certificates issued by insurance partners. An example from ICICI Prudential Life Insurance says the insurer is committed to paying 100% of genuine claims in accordance with policy terms and conditions. This is an insurer-issued commitment, rather than a Policybazaar guarantee that every claim will be paid.

The presentation gives a March and April 2026 case example of the programme. It says a policyholder bought a term plan in March 2026 and died in a car accident on April 4, 2026; after the family contacted Policybazaar later that month, the company says it provided free claims guidance and a family visit.

Policybazaar presents the programme as a way to reduce stress for nominees during a claim. It also identifies customer loyalty, beneficiary recommendations, sales-adviser motivation and brand trust as possible effects. The material does not state the number of term claims supported, a claim approval rate or the geographic coverage of the grief-support programme.

How does Policybazaar handle motor insurance claims?

Policybazaar combines its Assured Delivery Program, or ADP, with Claim Kavach for motor claims assistance. Under the ADP journey, a customer reports an incident and uploads photos or video through the mobile app, after which a relationship manager supports the claim and information is transferred to the insurer.

The process then includes a surveyor's remote inspection, electronic approval for the garage, repair work, vehicle delivery and final back-end settlement. Claim Kavach adds a personal claim expert, digital filing support, a 24×7 helpline, insurer-escalation assistance and surveyor or garage coordination.

Since ADP launched in Q2 FY25, Policybazaar reports supporting about 45,000 customers. The network includes 326 affiliated garages across 193 cities, and Policybazaar reports a 32% reduction in turnaround time and customer satisfaction, or CSAT, above 90%.

For small damages, Policybazaar states a repair turnaround target of within five days. Other disclosed ADP features include 24×7 support on public holidays, step-by-step claim notifications, repair warranties covering electrical, mechanical and paint work, and a dedicated claim manager. The five-day measure is a service target for small damages, not a reported average repair time for all motor claims.

How does Policybazaar deal with rejected insurance claims?

Policybazaar's Claim Samadhan Divas is a grievance-redressal initiative for repudiated or rejected claims. It provides real-time reassessment through a tripartite conversation involving the insurer, consumer and Policybazaar, and the company says claims settled through this initiative have been as high as Rs 1 crore.

The initiative applies at a different stage from PB Care+ hospital support or the ADP repair process. It addresses claims after a rejection or repudiation, whereas PB Care+ focuses on hospital admission and discharge and ADP manages repair coordination. Policybazaar does not disclose the number of cases reassessed, the proportion of decisions changed or the total value settled.

Policybazaar also runs Insurance ka Superhero 5.0, the fifth edition of a periodic event recognising claim-success stories. Customers honour staff who assisted them, according to the presentation. Together, the event and Claim Samadhan Divas are presented as customer-service measures covering claim resolution and recognition of the people involved.

Conclusion

Policybazaar's disclosures show a post-sale service strategy built around physical claims assistance and specialised workflows. Health has the widest stated reach, with support in more than 300 cities and more than 375 PB Care+ centres, while the motor programme covers 326 garages in 193 cities and has supported about 45,000 customers since Q2 FY25.

The next disclosed operating measure to watch is the ADP target of repairing small motor damages within five days. Policybazaar also reports a 32% turnaround-time reduction and CSAT above 90% for ADP, but its presentation does not provide comparable settlement-time or outcome data for health claims, PB Care+ or Claim Samadhan Divas.