Relationship Manager – Insurance Claims & Customer Success

Mumbai (on-site) · 1–3 years · Customer Success

Why this role matters

Most people only really meet their insurance on a bad day: a hospital admission, an accident, a parent's surgery. That's exactly when the industry tends to go quiet, and exactly when CoverSure has to show up.

As a Relationship Manager, you're the person our subscribers turn to when it matters. You'll own a set of subscribers, walk them through claims from start to finish, chase insurers and TPAs so they don't have to, and make sure everyone you look after knows what their policy does and doesn't cover.

This is not a sales role. We're on the customer's side, not the insurer's. Renewals and loyalty follow when people trust you.

What you'll do

Claims, end-to-end (the heart of the job)

- Guide subscribers through claim intimation, cashless pre-authorisation and reimbursement claims, mainly across health and motor.
- Tell them exactly which documents are needed, review them before submission, and catch gaps before the insurer raises a query.
- Follow up with insurers, TPAs and hospitals on status, queries and settlement, and keep the subscriber updated before they have to ask.
- When a claim is short-settled or rejected, read the reason, check it against the policy wording, and help the subscriber escalate through the insurer's grievance process and, where it applies, the Insurance Ombudsman.

Own your book of subscribers

- Be the named point of contact for your assigned subscribers across phone, WhatsApp, email and in-app chat.
- Check in proactively:



explain coverage, exclusions, waiting periods, sub-limits and upcoming renewals in plain language.
- Help subscribers get real value from the app, from Know Your Policy and CoverPro to Renewals and SOS.
- Flag coverage gaps honestly, including telling someone when they don't need more insurance.

Make the system better

- Log every interaction, claim update and follow-up in the CRM, so anyone on the team can pick up where you left off.
- Bring recurring issues back to product, operations and partnerships: an insurer that keeps delaying, a document users always miss, an app flow that confuses people.
- Help build our claim checklists, FAQs and playbooks as we scale.

What we're looking for

Must-haves

- 1–3 years in insurance claims, insurance customer service, relationship management or customer success, ideally at an insurer, TPA, broker, hospital insurance desk or insurtech.
- A working understanding of how claims actually move: cashless vs reimbursement, pre-auth, discharge, query letters, deductions.
- Calm, transparent and confident on calls with customers who are often stressed or upset.
- Clear, professional written English for emails to customers and insurers.




- Strong follow-through. You close loops without being reminded.
- Bachelor's degree in any discipline.

Good-to-haves

- Hands-on health insurance claims experience (a strong plus); motor claims experience too.
- Fluency in Hindi, Marathi or other Indian languages.
- Experience with a CRM or support tool (e.g. LeadSquared, Zoho, Freshdesk, HubSpot).
- Comfort reading policy wordings and spotting what matters.

You'll thrive here if…

- You take a customer's problem personally and don't rest until it's sorted.
- You can tell someone a hard truth about their policy, kindly and honestly.
- You like startup pace: fewer scripts, more ownership, things changing quickly.

It's probably not for you if you prefer fully scripted call-centre work or a target-driven sales role.

What you get

Real ownership of real customers from day one.

- Close exposure to leadership and to how an AI-first insurtech is built.
- A front-row seat to shape our claims experience, playbooks, and processes as we grow.

About CoverSure

CoverSure is an AI-first insurtech, founded in 2023, building India's most trusted and unbiased insurance platform. Our app helps households understand, organise and get the most from the insurance they already have: all policies in one place, coverage gaps flagged, renewals tracked, and real help at claim time. When people need new cover, we help them buy the right one, not the most expensive one.

- We're on the user's side, not the insurer's. That's the whole idea.

📌 Relationship Manager – Insurance Claims & Customer Success (Mumbai)
🏢 CoverSure
📍 Mumbai