Following a policyholder's death, the insurer initiates the death benefit payment process after receiving claim intimation from the declared nominee(s). According to reports from Mint, beneficiaries must provide policy details, date and cause of death, and contact information during the initial filing process. While in-person branch visits and call center intimation remain common, insurers increasingly offer digital channels including WhatsApp, website, or dedicated mobile applications for claim notification. The insurer creates an official claim and shares the claim ID along with expected processing timelines. As reported by Chubb, claims can be reported 24 hours a day, 7 days a week through multiple channels including phone and online platforms.
Post-registration, insurers collect supporting documents such as death certificate, original policy (if needed), hospital records, or post-mortem report in case of accidental death. As reported by Mint, many insurers have simplified document requirements based on death cause and provide digital upload facilities. This digital convenience means nominees typically need not visit physical branches unless physical copies are required for further verification. The documents undergo verification, followed by bank account validation, with insurers proceeding to settlement once all queries are resolved. Chubb offers comprehensive claim reporting through various channels including phone, online forms, and downloadable claim forms to facilitate the documentation process.
During the first 72 hours after claim submission, insurers assess disclosed documents and deceased medical history, particularly for early claims. According to Mint, insurers may investigate hospital admission/discharge reports, attending physician statements (Form C), or First Information Report (FIR) for unnatural deaths. The Insurance Regulatory and Development Authority of India (Irdai) has mandated life insurers to settle non-investigated claims within 15 days and reduced investigation periods to 45 days for complex cases. Claims officers make decisions based on submitted documents, past medical records, and evidence presented, with partially or fully approved claims proceeding to payout. Chubb emphasizes their dedicated claims team and in-house technology that enables seamless integration into customer experiences.
The Indian life insurance industry maintains a claims settlement ratio exceeding 97% in recent years, as reported by Mint. In some cases, insurers may reject claims with detailed reasons and policy clauses, though such rejections typically occur due to fraud, duplicate claims, or specific policy lapses. Leading life insurers ensure proactive communication throughout the process while leveraging advanced digital technologies for fraud controls. The industry's digitalization pace is expected to deliver greater speed, fairness, and faster payouts for beneficiaries in the foreseeable future. Chubb highlights their commitment to treating customers the way they would want to be treated, emphasizing personalized service regardless of whether dealing with personal or commercial losses.
