Senior Executive - OD Claims

Job title: 

Claims Network Garage Coordinator 

Location: 

Bhandup Office / Delhi Office 

Employee Type: 

Full time 

Grade: 

E To JM Grade. 

Requirements: 

Working Days + Weekend work 

About Project: 

Promote PPN network for all FNOL customers & improve Diversion to network garages for loss minimization. 

About the role: 

Serve as the primary contact for policyholders reporting motor insurance claims, guiding them through the claims process and facilitating the use of our extensive network of preferred (PPN) garages to ensure a seamless and efficient repair experience. 

Responsibilities & Duties: 

• First Point of Contact: Answer inbound calls from policyholders to register first notification of loss (FNOL) for motor insurance claims. 

• Customer Guidance: Clearly explain the claims process, policy coverage details, and the benefits of using a preferred/network garage for cashless repairs. 

• Network Diversion: Proactively guide and persuade customers to use one of the company's network garages, addressing any concerns and providing location details from the Preferred Garage List or internal systems. 

• Coordination: Coordinate with network garages, surveyors, and internal claims teams to ensure PPN Services, prompt damage assessment and repair approvals. 

• Documentation: Accurately document all claim details, customer interactions, and claim status in the CRM or claims management software (GC). 

• Issue Resolution: Resolve customer queries and minor complaints related to the claims process or garage selection, ensuring a high level of customer satisfaction. 

• Target Achievement: Meet established Key Performance Indicators (KPIs) and targets related to call handling times, customer satisfaction, and the percentage of claims diverted to network garages. 

Qualification & Required Skill: 

• Experience: Prior experience in a call center, customer service, or insurance claims handling role is essential. Experience in motor insurance is highly preferred. 

• Communication: Excellent verbal communication skills in [mention relevant languages, e.g., English, Hindi, Marathi, Telgu, Tamil, Kannada], with the ability to explain technical details clearly to customers. 

• Persuasion & Negotiation: Strong interpersonal skills and the ability to persuade and influence customers to utilize network services while remaining calm and professional. 

• Technical Skills: Basic computer proficiency and familiarity with CRM software or claims databases. 

• Knowledge: An understanding of motor insurance principles, claims procedures, and the benefits of cashless facilities is an advantage. 

• Attributes: Detail-oriented, organized, empathetic, and capable of working in a fast-paced, target-driven environment.