Executive - 2 Health Insurance Claims

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 reimbursementthey 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 journeyfrom 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

At Navi, were a place where ambition meets opportunity and ideas turn into impact quickly. We empower people with high ownership from the start, encouraging them to solve meaningful problems and build with excellence. Teams here work in an environment that values speed, collaboration, and craftsmanship, while celebrating learning, growth, and shared wins along the way. Whether youre shaping the future of

fintech products or driving innovation behind the scenes, life at Navi means being part of a high-energy, talent-driven workplace where your contributions truly make a difference.

We’re guided by our own operating system - The Navi OS - a set of principles that shape how we work and win together. You can explore them at navi.com/our-values to see what drives us every day.

If this feels like you, Navi is the place to grow, thrive, and make a real impact.