FY26 Digital Channel Highlights
Star Health and Allied Insurance Company Limited reported that in FY26, 66 % of customers purchasing fresh health‑insurance policies through its direct‑to‑consumer (D2C) digital channel were under 40 years of age, and nearly 60 % were salaried professionals. These digitally‑acquired customers chose an average sum insured of ₹14 lakh, compared with the company‑wide fresh‑policy average of ₹12 lakh for the same period. Approximately 10 % of the fresh policies bought via the digital channel were for higher‑benefit add‑ons such as critical‑illness cover or hospital‑cash.
The D2C channel delivered 38 % year‑on‑year growth in the number of fresh policies, accounting for 16 % of FY26 gross written premium (GWP); only 22 % of this growth originated from the six largest metropolitan areas, indicating expanding adoption in Tier‑2 and non‑metro regions.
The digital purchase journey is fully electronic: 100 % of premium collections are completed online and every customer interaction is monitored by artificial‑intelligence tools. Star Health has deployed a technology‑led ecosystem that includes nearly 1,600 trained tele‑calling and customer‑care professionals, multilingual support in nine Indian languages via both human agents and AI‑powered voice bots, and the rollout of AI‑enabled chat‑bots. Each policyholder is assigned a dedicated Relationship Manager to provide personalised assistance, and AI monitors 100 % of conversations to ensure quality and compliance.
Company leadership highlighted the strategic importance of this shift. Mr. Deepakh Himmatsinghka, Chief Business Officer – D2C Vertical, said the data “reflects a clear shift … with younger Indians buying health insurance earlier and opting for higher levels of protection.” Mr. Himanshu Walia, Whole‑Time Director and Chief Marketing Officer, added that younger customers expect a digital‑first experience complemented by trust, clarity and expert support.
Star Health, which commenced operations in 2006 as India’s first standalone health‑insurance company, now operates a multi‑channel distribution network of over 900 offices, more than 8.5 lakh agents, 16 000+ network hospitals and a workforce of 18 500 employees. The insurer has settled over 1 crore claims to date and offers specialised products for cancer, diabetes, cardiac illnesses, senior citizens, women and children. Policyholders can obtain guided support through the toll‑free number 7200 222 333, and non‑policyholders can access free 24/7 Virtual OPD consultations via the Star Health Customer app. More information is available at www.starhealth.in.
Overall, the FY26 digital data underscores a broader transformation in health‑insurance purchasing behaviour, driven by a young, digitally‑savvy workforce that prefers higher‑value coverage and self‑service digital channels.