Liberty Approves Ex-Gratia Claims After Operation Sindoor

In the aftermath of the recent cross-border shelling during Operation Sindoor, Liberty General Insurance Ltd. demonstrated its unstinted commitment to customer care by becoming one of the first insurers to offer on-ground support and approve ex-gratia settlements for vehicle damage—even though such events fall under standard exclusions in most motor insurance policies.

Typically, losses arising from war, invasion, or acts of foreign enemies are not covered under motor insurance as per industry norms. However, guided by one of its core values, ‘Put People First’, Liberty chose to go beyond contractual terms and offer timely assistance to impacted customers during a period of extreme uncertainty and distress.

Liberty’s Claims Team was among the first to respond in the affected region. Their presence and readiness helped ensure that customers received immediate support, guidance, and assurance at a time they needed it most.

What set Liberty apart in this situation was not just its speed of response, but the spirit of compassion that drove every decision. While regulatory frameworks and policy documents are essential pillars of the insurance industry, moments like these reveal the importance of institutional empathy—when doing the right thing matters more than doing the expected.

Speaking on this development, Mr. Sachin Joshi, President-Claims, Operations and Customer Service, Liberty General Insurance Ltd. said, “When lives are disrupted by forces beyond anyone’s control, the true essence of customer service is tested. For us, this wasn’t about interpreting exclusions—it was about interpreting responsibility. Our team responded with urgency, empathy, and clarity of purpose. The surveyors acted swiftly, ensuring no time was lost in assessing the damage and guiding our customers. In moments like these, it’s not just the claim amount that matters—it’s the assurance, the presence, and the promptness. That’s what builds lasting trust.”

This gesture during Operation Sindoor reflects Liberty’s belief that insurance goes beyond paperwork—it is about standing with people when they need it the most. This is Liberty’s ‘Bharose Ka Vaada’—and what it truly means in times like these.