Motor Claims Handler

Job purpose:
• The incumbent will be on customer contact, garage contact, claim survey pick up and survey arrangement (within in-house limit), assessment and processing of auto claims), queries on claim flow, admissibility. Liability and status of claims.
• Manage and take decisions on process and settlement of auto claims over the call based on photographs share d by the customer using technological passement tools available in the claims function. Technical explanation of claim decision, type of settlement and assessments to the customer during the conversation.
• Transfer and reassign major and complex claims to region based on defined allocation parameters in consultation with team leaders and seniors.
• Liaise, and Coordination with CAT-1 Team, regional claims team, garages & surveyors for follow-up endure claims are processed with shortest possible time and dispense the role as the set KPIs.
• To ensure auto claims related queries of customers are directly managed within the claims team and resolved

successfully in the shortest possible time.
• Ensure customers are given quick and fast claims service with as much as possible paperless, hassle-free claims journey with minimum documentation, strive to ensure customer experience is at the helm of your responsibility.
• Adopt and work in a digital and digitized work atmosphere using modern and advanced technological enablers.

KRA’s

Auto -Claims Management 60%

• The candidate will be managing auto claims from inspection to payment.

• To carry out strict 6p checks, verify and tally COL / NOL, check all parameters and make a decision on admissibility and arrive at a decision in quick and shortest time.

• Evaluate every claim on the required documents to process the claim based on the circumstantial evidence provided by the customer in claims intimation and also on the documents shared by the customer / claimant /Insured and must be able to take the decision on claim admissibility.

• Inform and educate customers on NCB benefits, explain customers on withdrawal of claim in case of minor to save NCB benefits.

• Follow up with customers for any pending documents, ensure reminders and communications are sent to them using the standard communication templates for any such reminders and communications.

• Hand Holding the customers on loss minimization in scenarios where the claim is non-admissible.

• Manage and take decisions on the settlement of non-complex claims based on photographs shared by the field

executive/Customer. Technical explanation of claim assessments to the customer during the conversation.

• Should have Customer convincing skills to Convince customers and ensure diversion of non-network garage customers to our client network garages and promote our client advantage program which is also directly attributing towards CSE- CAT2“KPIʼs.

• Should have good negotiation skills with respect to Repair V/s Replacement and labour charges for repair to attain loss minimization.

• Allocate complex claims to region based on defined allocation parameters.

• Manage all queries related to Auto claims when received calls/emails regarding the status of claims, settlement- related details, documents related queries, rejection/closure related queries, etc. in coordination with the internal claims team.

• Manage non-complex claims from intimation to settlement under the scope of “on account-settlements and based on delegated financial authority.

• To provide proactive customer assistance to achieve customer delight and high-level customer satisfaction for the

insured and internal stakeholders through high-quality call management, resolution and excellent client service on the telephone and electronic media (like emails, etc.)

• Ensuring the customer is treated fairly, transparently and that the customer receives an excellent service experience in accordance with the set expectations & SLA.

• Maintaining quality and customer service standards, keeping accurate records and ensuring claims records on Clients systems are up to date.

• Must work efficiently on set goals and work to avoid any escalations and maintain the relevancy and quality while

providing service to the customers.

Drive an Operational efficiency – 20%

• To attempt to resolve Auto -claims/complaints within specified timelines / TAT (as applicable) referring any unresolved claims promptly to clients specialized claims team for immediate resolution.

• Along with managing Auto non-complex -claims / low severity claims on priority basis giving immediate settlement

option without seeking repair Invoice which helps customers to get the repair done in their convenient date and time.

Drive a culture of performance– 20%

• Coordinate within claims team and with Operations and finance wherever necessary.

• To bridge the time gap in receiving and sending communication between the team members at various levels both in the CAT1 team and regional team.

• To provide feedback to the claims team to ensure a motivated and committed team works together to drive better results