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About Job

The Sr. Associate 2 will be responsible for managing customer contact, garage contact, claim survey pickup and arrangement (within in-house limits), assessment, and processing of auto claims. This includes queries on claim flow, admissibility, liability, and status of claims. The incumbent will also manage and take decisions on the process and settlement of auto claims over the call based on photographs shared by the customer using technological tools available in the claims function.

The role involves transferring and reassigning major and complex claims to the regional claims team based on defined allocation parameters in consultation with team leaders and seniors. The Sr. Associate 2 will also liaison with the CAT-1 Team, regional claims team, garages, and surveyors for follow-up and ensuring that claims are processed within the shortest possible time and in accordance with the set KPIs.

Skills & Qualification

• Graduate from a recognized University(Mechanical/ Automobile) /Institution with proficiency in MS office and Internet applications.

• Good command on written and spoken English and Hindi/Other spoken languages in India.

• Having multilingual abilities and electric vehicle knowledge will be considered an advantage.

• Experience in the insurance sector (claims department) or motor workshop for at least two to three years of overall service.

• Customer handling, queries resolution, motor insurance Claims handling for least two to three years.

• Technical ability on automobiles Anatomy is a must, and the overall experience of 2-3 years preferred.

Responsibilities

• Manage auto claims from inspection to payment, ensuring timely and efficient processing.

• 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 the shortest time.

• Evaluate every claim on 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 make a 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. Provide technical explanation of claim assessments to the customer during the conversation.

• 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 the region based on defined allocation parameters.

• Manage all queries related to Auto and extended warranty 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” based on delegated financial authority.

• 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.).

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

• Maintain quality and customer service standards, keep accurate records, and ensure claims records on Acko systems are up to date.

• Work efficiently on set goals and work to avoid any escalations and maintain the relevancy and quality while providing service to the customers.

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

• Manage Auto non-complex-claims/low severity claims on priority basis, giving immediate settlement options without seeking repair invoices, which helps customers to get the repair done in their convenient date and time.

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

• Bridge the time gap in receiving and sending communication between the team members at various levels