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Kotak Life Claim Settlement Ratio

Understand the meaning and types of claim settlement ratio. Gain insights into the crucial aspect of insurance and make informed decisions for a secure future.

  • May 30, 2023

Updated on: 26 May 2023

We live in a world of digital transformation, and the ease of availability of information over the Internet has made today’s policy buyers well-informed and more aware than ever before. With customers becoming more vigilant, it becomes critical for insurers to stand by what they claim to offer to their customers.

Key takeaways

  • A Claim Settlement Ratio (CSR) is the ratio of the number of claims settled by an insurance provider to the total number of requests received in a given accounting period.
  • A higher Claim settlement ratio indicates that the insurer has a better track record of settling claims, instilling confidence in policyholders.
  • Insurers with a higher CSR stand out from the competition, highlighting their ability to fulfil their obligations effectively.
  • The formula to calculate the claim settlement ratio is the number of claims settled divided by the number of Claims Received and multiplied by 100.

The claim settlement ratio is one aspect that helps policy buyers determine whether an insurance company is credible, reliable and popular. Let us now guide you through the different types of claim settlement ratios, why is it important, and so much more.

What is Claim Settlement Ratio?

A Claim Settlement Ratio (CSR) is the ratio of the number of claims settled by an insurance provider to the total number of requests received in a given accounting period. This ratio is determined by the Insurance Regulatory and Development Authority of India (IRDAI); the governing body also releases the claim settlement ratios of all insurance companies in India. As such, it is always expressed as a percentage and is straightforward to measure.

To cite an example, let us say a life insurance company has received 100 claims in a given financial year. Out of which, it has successfully settled 97 claims. Thereby the company’s life insurance claim settlement ratio is said to be 97% that given year. But unfortunately, it also means that the remaining 3% of claims have been rejected. Most people overlook this, but when choosing an insurance policy, you must assess the claim settlement ratio of the insurance company before buying the product.

Another essential ratio that policy buyers must be aware of is the solvency ratio. When life insurance is bought, the insurer promises to pay a predetermined sum to your nominee in case of an unfavorable event. Now assess the problems of natural disasters like earthquakes, floods, tsunamis, etc. Such an occurrence may result in more claims than expected for the company.

What are the Types of Claims in Life Insurance Policy?

When a policyholder passes away, their beneficiaries can make a claim to receive the benefits specified in the life insurance policy. These claims serve as a vital means of financial support during difficult times. However, it is essential to understand that life insurance claims are not limited to death benefits alone. Depending on the policy terms and conditions, various types of claims can be filed, each catering to specific circumstances.

Maturity Claims

The policyholder should send the maturity claim or discharge form and the original policy bond before maturing in a maturity benefit. The policyholder must directly contact the insurance company to file the claim. After this, one can meet the concerned insurance advisor at the branch office or contact the helpline. A policyholder must submit the original policy bond that the insurance company provided.

Death Claims

Filing a claim for the policy, the beneficiary must include all the necessary information like policy number, name of insured, cause of death, place, and date of demise. You can get the claim intimation/notification form from an insurance company’s agent or advisor from the insurance company branch. You can also visit the insurer’s online website to download the form.

Why is Claim Settlement Ratio Important to Know?

A higher claim settlement ratio indicates that the insurer has a better track record of settling claims, instilling confidence in policyholders. Here are some reasons why the claim settlement ratio is important:

Trust and Reliability

Insurance is built on trust. When policyholders purchase an insurance policy, they rely on the insurer to honor their claims in times of adversity. A high claim settlement ratio is an indicator that the insurer has a strong commitment to fulfilling its promises. It instills confidence in policyholders, assuring them that their claims are more likely to be settled fairly and promptly.

Financial Security

Insurance policies are designed to provide financial security during challenging circumstances. Whether it’s a medical emergency, property damage, or loss of a loved one, policyholders expect their insurance coverage to provide the necessary support. A high claim settlement ratio ensures that policyholders can rely on their insurance company to fulfil their obligations and provide the financial assistance they need when it matters the most.

Customer Satisfaction

Claim settlement experiences significantly influence customer satisfaction levels. If policyholders face difficulties or delays in getting their claims settled, it can lead to frustration and dissatisfaction. On the other hand, a higher claim settlement ratio indicates that the insurer has streamlined its claims process, resulting in faster and smoother settlements. Satisfied customers are more likely to continue their relationship with the insurer and even recommend their services to others.

Reputation and Credibility

Insurance companies strive to build a strong reputation and establish credibility in the market. A high life insurance claim settlement ratio contributes to a positive brand image for the insurer. When potential customers evaluate insurance providers, they often consider the claim settlement ratio as an important factor. A company with a consistently high CSR is viewed as reliable and trustworthy, attracting more customers and strengthening its market position.

Market Differentiation

In a competitive insurance industry, the claim settlement ratio can act as a differentiating factor. Insurers with a higher CSR stand out from the competition, highlighting their ability to fulfil their obligations effectively. A robust claim settlement process can become a unique selling proposition for an insurance company, giving it a competitive edge and attracting customers who prioritize hassle-free claim settlements.

Regulatory Compliance

Insurance companies are subject to regulatory oversight to protect the interests of policyholders. Regulators often monitor the claim settlement ratio to ensure that insurers are operating fairly and in compliance with industry standards. A low CSR may attract regulatory scrutiny and potentially lead to penalties or other consequences. Therefore, maintaining a high claim settlement ratio is essential for insurers to meet regulatory requirements and maintain their licenses.

How is a Claim Settlement Ratio Calculated?

The claim settlement ratio is determined by dividing the total number of claims settled by an insurer during a given period by the total number of claims received and then multiplying the result by 100 to express it as a percentage. The formula can be represented as follows:

Claim Settlement Ratio = (Number of Claims Settled / Number of Claims Received) * 100

Let us break down the process into three essential steps:

Step 1: Gathering Relevant Data

Insurance companies maintain comprehensive records of all claims received and settled. These records include details such as the policyholder’s information, claim amount, date of claim filing, and the date of settlement. It is essential to collect accurate and up-to-date data to calculate the claim settlement ratio correctly.

Step 2: Determining the Number of Claims Settled

In this step, the insurer identifies the total number of claims that have been successfully settled within the specified period. These settlements may involve reimbursing the insured for covered losses, providing compensation for damages, or any other agreed-upon terms in the insurance policy.

Step 3: Calculating the Claim Settlement Ratio

Once the number of settled claims is determined, it is divided by the total number of claims received during the same period. The resulting fraction is then multiplied by 100 to obtain the claim settlement ratio expressed as a percentage.


Let’s consider an insurance company that received 1,000 claims during a particular year. Out of these, 900 claims were successfully settled within the same period. Applying the formula, the claim settlement ratio would be

Claim Settlement Ratio = (900 / 1,000) * 100 = 90%

Interpreting the Claim Settlement Ratio

The claim settlement ratio serves as a vital indicator of an insurance company’s performance in honoring claims. A higher ratio implies that the insurer settles a significant proportion of the claims received, which is generally favorable for policyholders. Conversely, a lower ratio might indicate a higher likelihood of claim rejections or delays.

Why is Disclosure Important for a Better Claim Settlement Ratio?

When an unfortunate event occurs, policyholders rely on their insurance company to settle their claims promptly and fairly. However, to ensure a smooth and satisfactory claim settlement process, both policyholders and insurance companies must prioritize disclosure.

The act of disclosing all relevant information at the time of purchasing an insurance policy or filing a claim is crucial for maintaining transparency and achieving a better claim settlement ratio. We will now explore why disclosure is essential for improving the claim settlement ratio.

Ensuring Accurate Risk Assessment

When an individual applies for an insurance policy, the insurance company assesses the risks associated with providing coverage. This evaluation is based on the information provided by the policyholder. By disclosing all relevant details about their personal circumstances, property, or business, policyholders enable insurance companies to assess the risks involved accurately.

Failure to disclose relevant information can result in an incorrect risk assessment, leading to premium miscalculations and potential claim denials. Full disclosure helps insurance companies determine appropriate premiums and terms, ensuring fair coverage for policyholders.

Preventing Fraudulent Claims

Insurance fraud is a significant concern for insurance companies and policyholders alike. Fraudulent claims not only increase the financial burden on insurers but also result in higher premiums for honest policyholders. Effective disclosure mechanisms, such as detailed application forms and claim documentation requirements, help deter fraud by encouraging policyholders to provide accurate and truthful information.

By making it clear that any misrepresentation or omission can result in claim rejection or even legal consequences, insurance companies create a strong deterrent against fraudulent activities.

Enhancing Trust and Transparency

Trust is the foundation of any successful insurance relationship. Policyholders rely on insurance companies to handle their claims promptly and fairly, while insurers expect policyholders to act in good faith. A culture of transparency and disclosure fosters trust between both parties. When policyholders provide complete and accurate information, they demonstrate their commitment to an honest and trustworthy relationship.

On the other hand, insurance companies that prioritize clear communication and full disclosure during the policy purchase process establish themselves as reliable and customer-centric organizations. This mutual trust and transparency create a conducive environment for better claim settlement experiences.

Facilitating Smooth Claim Settlement

Timely and hassle-free claim settlement is a priority for both policyholders and insurance companies. By providing comprehensive information when filing a claim, policyholders enable insurers to process their claims more efficiently. Accurate disclosure helps insurance companies determine coverage applicability, assess damages, and evaluate liability. It reduces the need for additional information requests, minimizing delays in the settlement process.

When policyholders disclose all relevant details, insurance companies can provide the necessary support and assistance, ensuring a smoother and faster claim settlement experience for everyone involved.

Legal and Ethical Responsibility

Policyholders have a legal and ethical obligation to disclose all material facts when purchasing an insurance policy. Insurance contracts are based on the principle of utmost good faith, which requires both parties to act honestly and fairly. Failure to fulfil this obligation may have severe consequences.

If an insurance company discovers deliberate misrepresentation or non-disclosure, it can legally void the policy or deny claims, leaving the policyholder without coverage. By understanding and adhering to their disclosure responsibilities, policyholders protect themselves from potential coverage gaps and claim rejections.


The life claim settlement ratio is a vital metric that provides insights into the performance and reliability of an insurance company when it comes to settling life insurance claims. A higher settlement ratio indicates that a company has a track record of honoring its commitments to policyholders and efficiently processing and settling claims.

By analyzing the settlement ratio, individuals can make informed decisions when selecting an insurance provider for their life insurance needs. A company with a consistently high settlement ratio demonstrates its commitment to serving its customers and fulfilling its obligations.



Who can be the beneficiary?

A beneficiary is an individual who will get the death benefit in the event of your untimely demise. However, there are no set rules regarding who you can select as your beneficiary in an insurance policy. Your beneficiary can be any individual from your friends, family or someone close to you.


What are the key factors to understanding the claim settlement ratio in life insurance?

To ensure you make the right decision, you should look at the insurance company’s claim settlement ratio for the last five years. You can trust the insurer if there is no inconsistency and a high claim settlement ratio. The IRDAI publishes the claim settlement ratio of all the public and private insurance companies in their annual report, available online. So consider this aspect before buying an insurance policy.


What is the time frame within which the claim has to be reported?

To expedite the processing of your claim, we strongly encourage you to report it promptly. Death claims do not have a specific time frame for reporting. However, for disability claims, it is important to report them within 120 days from the onset of disability. In the case of critical illness or major surgery, please ensure that you report the claim within 60 days from the date of diagnosis or surgery.


What are the documents required for claim settlement?

When it comes to claim settlement, the specific documents required can vary depending on the type of claim and the insurance company’s policies. However, here is a general list of documents that are commonly required for claim settlement:

  • Claim form
  • Proof of loss
  • Police report/FIR
  • Medical records
  • Photographs or videos
  • Proof of ownership
  • Identity and address proof
  • Any other relevant documents


Under what circumstances does the company decline the claim?

During an investigation, if the discovery of undisclosed or misrepresented facts occurs, a claim will be denied. ‘Non-disclosure’ refers to the failure to disclose a fact that significantly influences the decision to issue a policy. Likewise, ‘misstatement’ refers to the act of withholding information or providing incorrect information when responding to questions in the proposal form.

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