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

📌 Claims Call Center (Pune Division)
🏢 Fulcrum Digital
📍 Pune Division