Claims Call Center

Job Title: Claims Call Center Representative – P&C Insurance

Experience

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.
  
• Strong 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.