Relationship Manager - Insurance Claims & Customer Success

Coversure; Mumbai; On-site; INR 500,000 - 900,000; Full time

Job summary

CoverSure in Mumbai is seeking a Relationship Manager for Insurance Claims Customer Success. You will own a subset of subscribers, guide them through end-to-end claims, and coordinate with insurers and TPAs to ensure clear policy coverage.

This is not a sales role; focus is on delivering trust and value. You will communicate in plain English, manage renewals thoughtfully, and log interactions in the CRM as we scale.

Qualifications

• 1-3 years in insurance claims or insurance customer service or relationship management.
• Knowledge of how claims move: cashless vs reimbursement, pre-auth, discharge, queries.
• Calm, clear on calls with stressed customers and professional written English.
• Bachelor’s degree in any discipline.

Responsibilities

• Guide subscribers through claim intimation, cashless pre-authorisation and reimbursement claims.
• Identify required documents, review them before submission, and catch gaps.
• Follow up with insurers, TPAs and hospitals and keep subscribers updated.
• Escalate short-settled or rejected claims through the insurer grievance process when needed.
• Own and be the named contact for your subscribers across phone, WhatsApp, email and in-app chat.
• Log every interaction in the CRM and help improve processes with product/ops insights.

Skills

Insurance claims

Customer service

Relationship management

Written English

Education

Bachelor's degree

Tools

LeadSquared

Zoho

Freshdesk

HubSpot

Job description

Relationship Manager - Insurance Claims Customer Success

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

Job Summary

Why this role matters

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

As a Relationship Manager, youre the person our subscribers turn to when it matters. Youll own a set of subscribers, walk them through claims from start to finish, chase insurers and TPAs so they dont have to, and make sure everyone you look after knows what their policy does and doesnt cover.

This is not a sales role. Were on the customers side, not the insurers. Renewals and loyalty follow when people trust you.

Responsibilities

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 escalation through the insurers 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 dont 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 were 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, clear 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.
• Bachelors 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.

Youll thrive here if

• You take a customers problem personally and dont rest until its 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.