Kotak Life ranks No. 2 in customer experience study

Insurer posts Net Promoter Score of 60, reflecting strong client loyalty levels.

Kotak Mahindra Life Insurance Company Ltd. (Kotak Life) has ranked second amongst life insurers in India for customer experience in the Hansa Research Life Insurance Customer Experience Study (CuES) 2026.

The insurer recorded a Net Promoter Score of 60, indicating strong levels of customer trust, loyalty and advocacy.

The study, now in its sixth edition, assessed customer experience across leading life insurance providers in India. 

Kotak Life’s ranking reflects its focus on simplifying processes and improving engagement across the customer journey, including onboarding, servicing and claims.

The company said its approach centres on providing clear and straightforward insurance services, supported by a digital-first model aimed at helping customers make informed decisions.

Kotak Life’s customer metrics come alongside continued business growth.

The insurer recently crossed $11.0b (INR1 lakh crore) in assets under management, supported by a diversified product mix spanning protection, savings, retirement and unit-linked plans, as well as stable claims performance and customer retention.

($1.00 = INR93.35)