Claims Call Center (Pune Division)

Job Title: Claims Call Center Representative P&C; Insurance Experience 3+ years of experience in insurance claims, customer service, or claims call center operations. Experience in Property & Casualty (P&C;) Insurance is preferred. Role Summary We are looking for an experienced Claims Call Center Representative to handle customer interactions related to Property & Casualty insurance claims. The role will be responsible for managing First Notice of Loss (FNOL) , responding to claim-related inquiries, providing claim status updates, verifying policy information, and coordinating with internal claims teams to ensure timely and accurate resolution. Key Responsibilities - Handle inbound customer calls related to insurance claims, FNOL, claim status, coverage, payments, and settlements . - Accurately capture and document claim information during the FNOL process. - Verify policy details, coverage, limits, deductibles, and claim status . - Explain claims procedures, required documentation, and next steps to customers. - Provide timely and accurate updates on claim progress. - Address customer questions and resolve routine claim-related issues during the call. - Coordinate with claims adjusters, brokers, agents, payment teams, and internal departments to resolve customer queries. - Follow up on outstanding claim information and documentation when required. - Identify and escalate complex claims, complaints, coverage issues, or service requests to the appropriate team. - Maintain accurate customer, claim, and call records in the relevant systems. - Ensure all interactions are handled within defined SLAs, quality standards, and compliance requirements . - Handle sensitive customer situations professionally and demonstrate empathy during claim interactions. - Identify recurring customer issues and provide feedback to improve claims processes and customer experience. - Follow company policies, regulatory requirements, data privacy guidelines, and claims handling procedure .