Deepali Shah

• Managed a portfolio of key accounts to maintain optimal service levels.
• Manage insurer relationships, including Zurich, Kotak, Universal Sompo, and Zuno General Insurance Ltd.
• Lead a team of seven, focusing on claims processing efficiency and operations.
• Advised senior management on facilities needs and delivered ongoing operational support.
• Coordinated with cross-functional teams to resolve complex customer issues promptly.
• Conduct regular review meetings with corporate HR and insurers to track performance.

• Managed MD and COO desk grievances, coordinating investigations and timely resolutions.
• Maintained open stakeholder communication for grievance tracking and follow-up actions.
• Reviewed UIIC payment error processes and rebuilt workflows for greater efficiency.
• Compiled retail RFQs for PSU requirements, including NIAC, NIC, and LIC.
• Oversaw claim status refresh process and machine learning initiatives for NME highlights.
• Coordinated interdepartmental meetings to identify branch-level gaps and remedial actions.
• Review cashless payment error processes and track fixes with stakeholders.
• Managed escalations for Marsh Bangalore clients, coordinating timely issue resolution and follow-up.
• Analysed outstanding data and prepared for weekly calls with Marsh broker and Corporate HR.
• Successful retention of PHS Bangalore clients.

Managed single point of contact duties for SBIG HO claims teams.

Handled daily calls, emails, grievances, and walk-in client enquiries efficiently.

Prepared and analyzed reports, distributing to SBIG within agreed turnaround times.

Attend weekly and monthly calls with SBIG claims team, brokers, agents, HR.

Monitor claim processing workflow to maintain compliance with applicable TAS requirements.

• Coordinated with IT department to upgrade systems, enhancing operational efficiency by 25%.

• Maintain accurate health policy data for assigned agents’ records and updates.
• Follow up with customers for timely renewal of insurance policies.
• Follow up with insurance company for policy document completion and delivery.
• Provide claim assistance to clients during hospitalisation, handling required documentation.