Team & People Management

o Lead, coach, and manage the Claims Support team to ensure consistent performance and service quality.

o Allocate claims effectively across the team and ensure optimal workload distribution.

o Monitor individual and team KPIs such as TAT, accuracy, closure rate, and customer satisfaction.

o Conduct regular performance reviews, feedback sessions, and training interventions.

o Act as the first escalation point for team members on complex or sensitive claims.

Claims Operations

o Own end-to-end claim lifecycle governance across the team, from intimation, documentation, processing, approval/rejection, and closure.

o Ensure all claims are registered accurately with insurance companies and TPAs as per defined SLAs.

o Review documentation quality and ensure compliance with insurer-specific requirements.

o Proactively track aging claims and drive follow-ups to prevent delays.

o Handle high-value, critical, or escalated claims directly when required.

o Lead, coach, and manage the Claims Support team to ensure consistent performance and service quality.

Stakeholder & Escalation Management





o Serve as the primary escalation interface with TPAs and insurance companies for unresolved or delayed claims.

o Maintain robust working relationships with insurer and TPA teams to improve turnaround and issue resolution.

o Coordinate with internal sales, operations, and relationship teams to ensure alignment and timely communication.

o Ensure timely and accurate communication to travel agents/customers in case of exceptions or delays.

MIS, Reporting & Compliance

o Review and publish daily/weekly/monthly MIS on claim volumes, TAT, pendency, rejection trends, and escalations.

o Ensure accurate documentation and record maintenance to support audits and compliance requirements.

o Analyze data to identify recurring issues, bottlenecks, and insurer/TPA-related challenges.

Process Improvement

o Drive continuous process improvements to enhance efficiency, reduce claim TATs, and minimize errors.

o Implement standard operating procedures (SOPs), checklists, and quality benchmarks for the team.

o Collaborate with leadership to implement automation or system enhancements where applicable.

o Ensure adherence to regulatory, insurer, and internal compliance standards.

📌 Head - Travel Insurance Claims (India)
🏢 Trip Jack
📍 India