Executive 2 - Health Insurance Claims
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- 0 - 3 years
- Bengaluru
- 5 months ago
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Job Description
About the Team
The Claims team at Navi is responsible for delivering a fast, transparent, and customer-first claims experience. From initial intimation to final settlementwhether cashless or reimbursement - they manage the end-to-end process with a strong focus on accuracy and turnaround time. The team works closely with the Hospital Partnerships team to streamline coordination and uses data-driven insights and process automation to improve claim resolution speed and customer satisfaction.
About the Role
As an Executive 2, Health Insurance Claims, you will play a critical role in ensuring customers experience a smooth and transparent journey during their claims process. You will be the voice of the customer within Navi, owning their end-to-end claim journey from admission intimation to final settlementwhile collaborating with multiple stakeholders such as doctors, hospitals, field investigators, and internal business teams. Your role requires empathy, high ownership, and problem-solving skills to balance customer delight with process compliance.
What We Expect From You
- Act as the primary point of contact for customers during their health insurance claim journey.
- Assist and guide customers through the cashless and reimbursement claim process across multiple touchpoints (calls, chat, emails).
- Coordinate with hospitals, doctors, field investigators, and internal teams to resolve queries and ensure smooth claim approvals.
- Track and monitor claim progress, keeping customers informed proactively until settlement.
- Identify and escalate fraud indicators or discrepancies in claims.
- Meet defined SLAs for turnaround time, quality, and customer satisfaction.
- Deliver a high CSAT experience by handling customer interactions empathetically and professionally.
Must Haves
- Ability to take ownership, drive progress independently, and meet timelines.
- Strong focus on solving customer pain points with empathy.
- Clear and effective communicator in English, Hindi, and at least one regional language.
- Ability to validate documents, identify inconsistencies, and ensure compliance.
- Willingness to work in rotational shifts (24/7 support) and rotational weekly offs as per business requirements.
- Team player with the ability to coordinate across multiple stakeholders.
- Should have completed 2nd PUC (Pre-University Course) or higher.
Inside Navi
We are shaping the future of financial services for a billion Indians through products that are simple, accessible, and affordable. From Personal & Home Loans to UPI, Insurance, Mutual Funds, and Gold were building tech-first solutions that work at scale, with a strong customer-first approach.
Founded by Sachin Bansal & Ankit Agarwal in 2018, we are one of Indias fastest-growing financial services organisations. But were just getting started!
Our Culture
The Navi DNA
Ambition. Perseverance. Self-awareness. Ownership. Integrity.
Were looking for people who dream big when it comes to innovation. At Navi, youll be empowered with the right mechanisms to work in a dynamic team that builds and improves innovative solutions. If youre driven to deliver real value to customers, no matter the challenge, this is the place for you. We chase excellence by uplifting each otherand that starts with every one of us.
Why You'll Thrive at Navi At Navi,
its about how you think, build, and grow. Youll thrive here if:
Youre impact-driven : You take ownership, build boldly, and care about making a real difference.
You strive for excellence : Good isnt good enough. You bring focus, precision, and a passion for quality.
You embrace change : You adapt quickly, move fast, and always put the customer first.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: Navi General InsuranceLocation(s): Bengaluru
Keyskills: Solving Queries Customer Queries Escalation Management Blended Process Customer Support Email Process Chat Process
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