Sr Associate 2 - Motor Claims at ACKO

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

23 Aug, 26

Salary

0.0

Posted On

25 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Motor Insurance Claims, Claim Assessment, Customer Interaction, Negotiation, Claim Verification, Automobile Anatomy, MS Office, Conflict Resolution, Operational Efficiency, Technical Assessment, Case Management, Communication Skills

Industry

technology;Information and Internet

Description

ABOUT US ACKO is the protection destination for over 200 million tech-savvy families across India, protecting their families, assets and money. Launched in 2016, ACKO started by reimagining insurance, making it simple, hassle-free and customer-first. Today, our mission goes beyond that: we aim to touch the lives of 1 million users, building products that solve real-world problems with technology at the core. We are not just another insurance company, our DNA is product-tech, and our approach is bold, innovative, and digital-first. From zero commission, zero paperwork, and instant renewals to same-day claims settlements and app-based tracking, ACKO is a Welcome Change from traditional insurers. But what truly sets us apart? Our people. At ACKO, every Ackerʼs voice and ideas matter. Weʼre a vibrant, inclusive team of creators, thinkers, and doers, building products that redefine protection while ensuring each Acker grows, thrives and does meaningful work. Join us at ACKO, where bold ideas, real impact and tech-driven innovation redefine protection and peace of mind - and where YOU can make a real difference in people's lives. ACKO is a product-tech company, launched in 2016, solving real-world problems for customers, starting with insurance. And as a customer-first organization serving the digitally-savvy, ACKOʼs value proposition of ʻWelcome Changeʼ focuses on offerings that make insurance simple and hassle-free! With features such as zero commission, zero paperwork, instant renewal, same-day claim settlements, and app-based updates on claims, ACKO is a 'Welcome Change' from traditional insurers. Having said that, we are not just another conventional insurance firm, or the people consulted solely for "claims”! Anchored in a tech-centric philosophy, ACKOʼs approach fuels innovation, empowering us to develop comprehensive products that cater to every aspect of our customers' insurance requirements. And while we are at it, we put our Ackers at the heart of everything we do. We're not your typical 9-to-5 workplace; we're a vibrant and inclusive bunch of innovators and creators making sure every Ackerʼs idea matters, their voice is heard, and their growth is part of our mission. Role overview: The role primarily involves managing end-to-end motor insurance claims with a strong focus on customer interaction, claim assessment, and quick claim settlement. The individual will coordinate with customers, garages, surveyors, and internal claims teams to ensure smooth and timely claim processing while maintaining high customer satisfaction. The candidate will handle claim verification, assess claim admissibility based on documents and vehicle damage photographs, support customers through the claims journey, and ensure faster turnaround time with minimal documentation. The role also requires negotiation skills, operational efficiency, and the ability to manage customer queries and escalations effectively. Job Purpose * The incumbent will be on customer contact, garage contact, claim survey pick up and survey arrangement (within in-house limit), assessment and processing of auto claims), queries on claim flow, admissibility. Liability and status of claims. * Manage & take decisions on process and settlement of auto claims over the call based on photographs shared by the customer using technological passement tools available in the claims function. Technical explanation of claim decision, type of settlement and assessments to the customer during the conversation. * Transfer and reassign major and complex claims to region based on defined allocation parameters in consultation with team leaders and seniors. * Liaise, and Coordination with CAT-1 Team, regional claims team, garages & surveyors for follow-up endure claims are processed with shortest possible time and dispense the role as the set KPIs. * To ensure auto claims related queries of customers are directly managed within the claims team and resolved successfully in the shortest possible time. * Ensure customers are given quick and fast claims service with as much as possible paperless, hassle-free claims journey with minimum documentation, strive to ensure customer experience is at the helm of your responsibility. * Adopt and work in a digital and digitized work atmosphere using modern and advanced technological enablers. * The candidate would be placed at one of our PPN garages in the said locations (Bangalore/Hyderabad/Chennai/Pune/Mumbai/Delhi/Ahmadabad/Kolkata), Where a workstation would be provided in our preferred garages. * The candidate would be shifted to any PPN garage in the same seated location. * The candidate would be working on weekends (Saturday & Sunday) based on their roster. KRA Auto -Claims Management – 60% * The candidate will be managing auto claims from inspection to payment. * To carry out strict 6p checks, verify and tally COL / NOL, check all parameters and make a decision on admissibility and arrive at a decision in quick and shortest time. * Evaluate every claim on the required documents to process the claim based on the circumstantial evidence provided by the customer in claims intimation and also on the documents shared by the customer / claimant /Insured and must be able to take the decision on claim admissibility. * Inform and educate customers on NCB benefits, explain customers on withdrawal of claim in case of minor to save NCB benefits. * Follow up with customers for any pending documents, ensure reminders and communications are sent to them using the standard communication templates for any such reminders and communications. * Hand Holding the customers on loss minimization in scenarios where the claim is non-admissible. * Manage & take decisions on the settlement of non-complex claims based on photographs shared by the field executive/Customer. Technical explanation of claim assessments to the customer during the conversation. * Should have Customer convincing skills to Convince customers and ensure diversion of non-network garage customers to Acko network garages and promote Acko advantage program which is also directly attributing towards “CSE- CAT 2“KPI’s. * Should have good negotiation skills with respect to Repair V/s Replacement and labour charges for repair to attain loss minimization. * Allocate complex claims to region based on defined allocation parameters. * Manage all queries related to Auto claims when received calls/emails regarding the status of claims, settlement-related details, documents related queries, rejection/closure related queries, etc. in coordination with the internal claims team. * Manage non-complex claims from intimation to settlement under the scope of “on account-settlements” & based on delegated financial authority. * To provide proactive customer assistance to achieve customer delight and high-level customer satisfaction for the insured and internal stakeholders through high-quality call management, resolution and excellent client service on the telephone and electronic media (like emails, etc.) * Ensuring the customer is treated fairly, transparently and that the customer receives an excellent service experience in accordance with the set expectations & SLA. * Maintaining quality and customer service standards, keeping accurate records and ensuring claims records on Acko systems are up to date. * Must work efficiently on set goals and work to avoid any escalations and maintain the relevancy and quality while providing service to the customers. Drive an Operational efficiency – 20 % * To attempt to resolve Auto -claims/complaints within specified timelines / TAT (as applicable) referring any unresolved claims promptly to the Acko specialized claims team for immediate resolution. * Along with managing Auto non-complex -claims / low severity claims on priority basis giving immediate settlement option without seeking repair Invoice which helps customers to get the repair done in their convenient date and time. Drive a culture of performance– 20 % * Coordinate within claims team and with Operations and finance wherever necessary. * To bridge the time gap in receiving and sending communication between the team members at various levels both in the CAT1 team and regional team. * To provide feedback to the claims team to ensure a motivated and committed team works together to drive better results. External Skills And ExpertiseDesired Qualifications * Graduate from a recognized University/Institution. Proficiency in MS office and Internet application. * Good command on written and spoken English & Hindi/Other spoken languages in India. * Multilingual ability is an added advantage Desired Experience * Experience in the insurance sector (claims department) or motor workshop for at least two to three years of overall service. * Customer handling, queries resolution, motor insurance Claims handling for least two to three years * Technical ability on automobiles Anatomy is a must and the overall experience of 2-3 years preferred Personal Attributes * Big Picture: You have a clear understanding of the organizations’ vision and strategy and how your contribution helps Acko Claims succeed. You should be able to understand the link between customer service in support functions and business success. * Commercially Smart: You understand the importance of the insurance industry and the role it plays in safe-guarding Acko’s future. You understand the short and long-term importance of anticipating and exceeding customer needs and how your role contributes to sustainable, profitable growth for our business. * Learning & Developing: You should be willing to be coached for self-development and achieving organizational goals. * Innovation: You are open to different ways of thinking and new opportunities and approaches. * One Team: You interact effectively within and across teams and contribute towards the success of shared team goals. You build a constructive team environment by demonstrating the Attitudes and supporting others to develop them. * Strategic Relationships: You use clear and effective communication to build and maintain strong relationships within and across different business areas and partnerships within and external to our business.

Responsibilities

Manage end-to-end motor insurance claims including assessment, verification, and settlement while coordinating with garages and surveyors. Ensure high customer satisfaction by providing fast, paperless claim processing and resolving queries efficiently.