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 procedures.

Required Skills

- Strong understanding of P&C; insurance and claims processes.

- Experience handling customer calls in an insurance/claims environment.

- Strong verbal and written communication skills.

- Excellent customer service and active listening skills.

- Ability to handle difficult or escalated customer interactions professionally.

- Solid problem-solving and decision-making skills.

- Good attention to detail and accurate documentation skills.

- Ability to manage high call volumes and multiple customer requests.

- Ability to work effectively within a team and meet defined SLAs/KPIs.

- Good working knowledge of MS Office and claims/customer service applications.

Key Performance Areas

- Call quality and customer satisfaction.

- FNOL and claim information accuracy.

- First-call resolution and effective query handling.

- Adherence to SLAs and turnaround times.

- Documentation and data accuracy.

- Compliance with claims and customer service procedures.

📌 Claims Call Center (India)
🏢 Fulcrum Digital
📍 India