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A complete walkthrough of the Navi claim process.
Navi General Insurance is a digital-first insurer with an app-led claim process, a 24/7 helpline (91 74060 12341) and an online claim portal at navi.com/insurance. Keep the policy number and the patient's photo ID handy on every call – the claims desk asks for both before discussing a case. This guide covers the full workflow – cashless at network and Cashless Everywhere hospitals, reimbursement, and the escalation path if a claim is delayed or contested.
Pull your policy schedule – policy number, sum insured, members covered, plan name and validity – and save the digital health card from the claim portal; hospital insurance desks ask for it at admission. Confirm chronic-condition disclosures (diabetes, hypertension, thyroid, asthma, cardiac history): voluntary disclosure via insurance.help@navi.com is treated far better than one forced during a claim review. Network depth varies by city – verify your preferred hospitals on the hospital locator before relying on cashless.
For planned admissions, call 91 74060 12341 at least 48 hours ahead with the policy number, admission date, hospital, treating consultant, procedure (with provisional ICD code) and cost estimate; the hospital insurance desk submits the pre-auth and Navi settles directly at discharge, with final authorisation due within 3 hours of the discharge summary and final bill – you pay only the standard refundable deposit. In an emergency the patient is admitted first and the desk files the pre-auth within 24 hours. If pre-auth stalls past the IRDAI SLA, call back with the pre-auth reference and ask the desk to flag it for priority review.
Under IRDAI's Cashless Everywhere mandate (January 2024), Navi processes cashless treatment at any hospital registered under the Clinical Establishments Act. Intimate at least 48 hours ahead for planned treatment, or within 48 hours of an emergency admission; once the pre-auth is approved Navi issues a guarantee of payment and settlement at discharge works like a network claim. The first claim at a non-network hospital may take 1–3 hours longer for tariff coordination – subsequent claims there typically run faster.
Paid out of pocket, cashless denied at the counter, or Cashless Everywhere coordination fell through? Download the claim form from naviinsurance.com and file via the claim portal, by post to the claims processing centre (address on naviinsurance.com), or at a branch – within the filing window and with the full document set below. Navi must decide the claim within 30 days of receiving complete documents.
Once a claim is registered, Navi General Insurance Ltd. gives it a claim or intimation number, and that number is what every status channel asks for. Keep it with the policy number and track the claim on the Navi claims portal, or call 91 74060 12341. A cashless request usually moves within hours; a reimbursement claim is measured in days, and the insurer has 15 days from the last document to decide, or 45 where it orders an investigation.
If the status has not moved for several days, or it reads “query raised” without anyone telling you what is missing, that is the point to stop waiting and start the escalation ladder. A query is not a rejection - it is a request for a document, and claims are lost by leaving them unanswered.
Cashless treatment only works at a hospital inside Navi General Insurance Ltd.’s network, so check yours before you need it rather than at admission. Search the Navi network hospital list by city and pin code, and confirm the hospital is listed for your plan - network depth varies by city, and a hospital can be in-network for one insurer and not another.
If your hospital is not on the list, you are not out of options. Under IRDAI’s Cashless Everywhere mandate (January 2024), cashless treatment can be arranged at any hospital registered under the Clinical Establishments Act, provided the insurer is told in advance - 48 hours before a planned admission, or within 48 hours of an emergency one.
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The Navi cashless and claim helpline is 91 74060 12341. Email queries go to insurance.help@navi.com, and the claim portal at navi.com/insurance handles claim filing, real-time status tracking and document upload – keep the policy number and claim reference handy for the fastest response.
Per the IRDAI Master Circular 2024: cashless authorisation within 1–3 hours; final authorisation within 3 hours of complete documentation; reimbursement decided within 30 days of complete documents.
Most counter denials are reversible. Get the denial in writing, call the helpline, ask whether the claim can be re-submitted with additional documentation, and coordinate with the treating doctor. If the denial is final, pay the hospital and switch to the reimbursement track post-discharge – the 60-minute action plan is in our Cashless Pre-Auth Denied playbook below.
The same cashless and reimbursement workflow applies across Navi's individual and family health cover. Plans differ in sub-limits, room-rent terms and waiting periods, not the claim process – newer or top-tier variants typically carry cleaner terms while older or entry-level plans may have specific caps, so check your policy schedule before a planned hospitalisation.
16+ years in financial services. Former investment banker at Bank of America, Kotak Investment Banking, and SBICaps, and ex-CFO of slice. Founder of NYVO and Principal Officer - IRDAI Certified.
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