Life Insurance payouts rise, but lakhs still await claims

Infographics: TBS

Claim settlement in Bangladesh's life insurance sector improved significantly in the final quarter of 2025, yet many policyholders remain unpaid, deepening the sector's persistent crisis of confidence.

According to unaudited data from the Insurance Development and Regulatory Authority (Idra), total claims in the life insurance sector stood at Tk13,158 crore by the end of the October-December quarter.

Of this, companies managed to settle Tk8,755 crore, leaving Tk4,403 crore in unpaid claims. In percentage terms, the settlement rate rose to 67%, a sharp increase from just 35% in the previous quarter.

A similar trend is visible in terms of policy numbers. Out of a total of 28.43 lakh matured policies, claims for 16.58 lakh have been settled. However, around 11.85 lakh policyholders are still waiting for payments.

Industry insiders said increased regulatory pressure and closer monitoring by the authorities played a key role to the higher settlement rate in the final quarter. As companies approached the year-end, the need for licence renewal also pushed them to settle claims. Besides, higher business volumes during this period improved liquidity, enabling insurers to pay more claims.

Despite this progress, structural weaknesses in the sector remain evident. Stakeholders said that while a handful of well-performing companies are committed to timely claim settlements, many others continue to show little urgency. As a result, delays persist, leaving policyholders in uncertainty. In many cases, customers wait years, even after policy maturity, to receive their dues.

Insurance expert and UNDP consultant SM Zialul Haque explained that typically 40% to 45% of life insurance business is conducted in the final quarter, compared to 20% to 25% during other periods.

"This increases cash flow for companies, allowing them to settle more claims," he told TBS, pointing out that regulatory pressure related to licence renewal further compels companies to act.

He added that nearly one-third of insurers show a strong reluctance to settle claims. However, a segment of companies remains proactive, especially when they have sufficient funds. "The good companies always try to pay customers on time. But the reluctance of some players is affecting the entire sector."

Top insurers pay over 95%

Data shows that MetLife Bangladesh settled 98.3% of its claims during the period. Its Chief Executive Officer Ala Ahmad said, "The true value of insurance is proven at the moment a claim is made. In 2025, we are proud to have settled Tk2,853 crore in claims, the highest in the industry."

He added that MetLife operates through disciplined financial management and significant technology investments. "We have ensured the largest life fund and a digital process that delivers claim payments in just three to five days."

Pragati Life Insurance also set a positive example by settling 98.5% of its claims. Managing Director and CEO Md Jalalul Azim said that around seven to eight companies are consistently working to improve settlement rates. However, others are moving in the opposite direction, showing little commitment to paying customer claims, which is harming the sector as a whole.

Sheikh Rakibul Karim, Chief Executive Officer of Guardian Life Insurance, said, "Every settlement reflects our commitment to keeping our promises. By ensuring transparency and prompt support, we strive to stand beside our customers and their families when it matters most." The company settled 97.5% of its claims within the stipulated period.

Regulatory interventions

Idra spokesperson Saifunnahar Sumi told TBS that the recent improvements are the result of a series of regulatory interventions. The authority is working to maintain a non-corrupt and unbiased regulatory environment while implementing reforms. These include introducing a grading system for insurers, placing lower-ranked companies under special audits, and rewarding better-performing firms.

The regulator has also strengthened accountability through governance review meetings, where board chairmen and senior management are required to attend. In addition, an interview system has been introduced for the appointment and reappointment of CEOs and advisers to ensure compliance.

The Idra spokesperson said efforts were under way to introduce the proposed Insurers' Resolution Act, which would allow authorities to place non-performing companies under resolution if they fail to improve.

"Amendments to the Insurance Act are also being finalised, including provisions for strict penalties if claims are not settled within the stipulated time," Sumi said. "The regulator is regularly monitoring and following up on unresolved claims to ensure faster settlements."