With 5 million customers across 19,000+ pin codes, Livlong 365 is taking its next big leap - investing ₹100 Cr to establish 100 physical branches by 2027. In this exclusive conversation, Gaurav Dubey, Founder & CEO, Livlong 365, explains why the future of healthcare lies in a “phygital” ecosystem that bridges insurance and care, how OPD-focused innovations are reshaping access, and why underserved towns are the next frontier for India’s healthtech revolution.
Livlong 365 has announced a ₹100 Cr expansion to set up 100 physical branches by 2027, especially in Tier-2 and Tier-3 cities. What’s the strategy behind this offline push in a digital-first market?
Our decision to invest ₹100 Cr in setting up 100 physical branches by 2027 is a strategic step towards building a phygital (physical + digital) ecosystem that aligns with India’s diverse healthcare and insurance landscape.
We believe Tier-2 and Tier-3 cities represent the next growth frontier as they account for a large share of the population, yet remain underserved in terms of health insurance penetration, awareness and access to organised healthcare services.
Our presence on the ground will enable us to build stronger trust and credibility among customers and local partners, offer on-ground support, training and infrastructure for our distribution partners and agents and enable end-to-end servicing under one roof — from wellness services and OPD benefits to policy issuance, claims support and post-care guidance. This offline expansion will complement our digital backbone — creating a seamless, tech-enabled physical network that ensures accessibility, trust and personalised support. In short, this is not a shift away from digital, but a step towards integrated care delivery —to meet customers where they are and serve them how they prefer.
The company reported ₹191 Cr in revenue in FY25 while staying profitable. What are the key drivers behind this growth, and how sustainable is it going forward?
Our ₹191 Cr revenue milestone in FY25 reflects the strength of Livlong 365’s diversified business model, operational discipline and customer-centric innovation. Strong unit economics, tech-enabled operations, and rapid scale in Tier 2–3 markets have kept us profitable.
Looking ahead, we see this growth as sustainable and repeatable, supported by three factors - robust pipeline of new products and features, widening our partner ecosystem and branch network & maintaining financial prudence and capital efficiency.
Our strategy is not about chasing topline alone — it’s about building a sustainable, tech-driven health and wellness ecosystem that grows responsibly and delivers long-term value to customers and partners alike.
From a business perspective, how do you see Livlong 365 positioning itself in India’s Healthtech
-insurance space against startups and established insurers?
Livlong 365 is a full-stack health-tech ecosystem. By combining health services, wellness plans and health insurance solutions, we bridge the gap between care and cover. Our strength lies in the speed of innovation, deep distribution across emerging markets and a sustainable growth model that focuses on long-term customer servicing, not just policy volumes.
Going forward, how do you see OPD-focussed solutions, elderly care programmes and SME contributing to Livlong’s overall portfolio?
We have already established ourselves as an OPD-focussed healthcare service provider. Our OPD solutions are designed to provide end-to-end service to our customers and with elderly care programme we wish to tap the untouched vertical which focuses on preventive healthcare and support care. Livlong 365’s SME healthcare solutions leverage cutting-edge technology to deliver seamless, cashless, and
comprehensive healthcare coverage.
The company has built a robust in-house tech infrastructure that enables efficient risk management, seamless reimbursements, and real-time service accessibility.
These verticals allow us to move beyond episodic insurance into continuous care, deepen customer engagement and capture underserved segments. Each vertical is designed to deliver scale, stickiness and profitability while reinforcing Livlong 365’s positioning as an end-to-end health and wellness ecosystem.
Nearly 70 per cent of India’s healthcare spend is on OPD, yet most insurance players focus on hospitalisation. Why has this gap persisted, and how is Livlongaddressing it differently?
The industry has traditionally focussed on hospitalisation because it involves higher expenses and defined risk underwriting, while OPD is frequent, fragmented which increases risk of fraud and abuse cases and is harder to standardise. Livlong 365 is addressing this gap by building tech-enabled OPD solutions that bundle doctor consultations, diagnostics, medicines and preventive care into structured, wellness packages with quick, seamless adjudication of claims and unprecedented accuracy - making everyday healthcare more accessible and affordable.
OPD claims are often low-ticket but high-frequency. How has your DIY 4-hour claim settlement system impacted customer adoption and trust?
By introducing a DIY 4-hour claim settlement model, we’ve converted a traditionally slow process into an instant, self-serve experience. Our dedicated 24x7 Claims Buddy service ensures continuous support with a clearly defined escalation matrix, while our in-house panel of doctors with TPA expertise guide customers through medical queries and claim challenges. In cases requiring legal intervention, our network of partner lawyers provides end-to-end assistance. To further enhance efficiency, we’ve embedded advanced AI in our claims processing workflow to reduce manual intervention and improve speed and accuracy. Additionally, our integrated Fraud, Waste, and Abuse (FWA) rules engine proactively flags high-risk claims using automated checks for duplicates, backdated entries, suspicious pincodes,
and other anomalies.
This has helped build trust, increased utilisation rates and positioned Livlong 365 as a customer-first Healthtech player.
How do you plan to expand OPD coverage further—do you see opportunities for partnerships with diagnostics, pharmacies, or telemedicine providers?
We have already built a strong healthcare ecosystem through strategic partnerships with leading
diagnostic labs, pharmacy networks, and telemedicine providers across India’s major cities. Having successfully implemented our solutions in urban markets, our next focus has been to extend this integrated model to underserved regions.
To achieve this, we launched Frontier Markets — a dedicated distribution channel designed to deliver tech-enabled health insurance and wellness solutions tailored for Tier-II and Tier-III cities.
These solutions are specifically curated to address the needs of the middle and lower-middle income segments, making healthcare protection more affordable, accessible, and inclusive.
This approach not only expands our geographical footprint but also aligns with our broader vision of bridging India’s urban-rural healthcare divide and driving deeper insurance penetration across the country.
You’ve introduced programmes like Regard Elderly Care and an SME-focussed health platform. What are the unique challenges of catering to these segments, and how are you addressing them?
These are two segments where demand is high but structured solutions barely exist. Both the elderly and
SME segments require high-touch, customised solutions rather than one- size-fits-all products. With Regard Elderly Care, we’ve built a continuum of care with a personalised healthcare manager – who acts as a single touchpoint for all your healthcare needs. From end-to-end coordination of lab tests, doctor consultations and pharmacy support to assistance with elder care and mobility support and personalized
health reminders, the programme offers emergency ambulance support with assistance — to address their need for ongoing, proactive support. For SMEs, the challenge is balancing affordability with comprehensive coverage, which we solve through modular products, tech-driven servicing, and a strong partner network to simplify policy administration and claims. This dual strategy bridges the gap between access and trust, which is critical to unlock these large but underpenetrated markets.
With 5M+ customers across 19,000+ pin codes, what trends are you seeing in healthcare consumption in smaller towns compared to metros?
The biggest change is the move from reactive to proactive healthcare. In smaller towns, users are increasingly seeking structured care and insurance coverage, provided it’s affordable and supported by local touchpoints. This contrasts with metros where convenience drives behaviour — highlighting the need for hybrid models that blend digital delivery with local presence. Moreover, with the GST waiver on health insurance, healthcare penetration into tier II and tier III seems to boost the overall growth.
Beyond OPD, what’s next for Livlong 365? Do you see yourself primarily as an Insurtech player or a broader Healthtech platform?
We don’t view ourselves as just an Insurtech company. Our aim is to solve healthcare holistically — from cover to care. The future of healthcare lies at the intersection of risk cover and care delivery. Livlong 365 is building that intersection. We are moving beyond insurance distribution to becoming a unified healthtech platform that serves individuals, families, and enterprises across their entire healthcare journey.
