Claim Intimation & Registration – Call Center Process Flow

Important Pointers (for agents)

• Claims are NOT registered immediately upon intimation.
• Claim registration happens only after successful Video Verification of the nominee with the Claims Team.
• All communications sent by Claims are available in Communication Logs (Opsconsole) and must be checked before giving any update to the customer.

Scenario 1: Claimant/Nominee Calls for Claim Status

Step 1: Check Communication Logs

• Agent must first check Communication Logs in Opsconsole
• Do not give generic responses like:

“Your request has been forwarded to the claims team. You will receive an update in 5 days.”

Step 2: Identify Pending Requirements from Communication Logs

If Video Verification is Pending

Agent must clearly explain:

• Claim is not yet registered as Video Verification is mandatory.
• Claimant may also be informed that a video link has been shared on their email along with the list of pending requirements.

Agent to explain the Video Verification process:

• Customer (Claimant) should click on TAB “Schedule Appointment & Connect” received in the communication logs, enter the required details and schedule a Video Verification call with the claims team.

• The claim will be registered after successful completion of the process, subject to receipt of the additional documents and completion of the nominee connect.

Step 3: Handling Video Verification Errors

If the customer mentions:

• Error while scheduling Video Verification
• Link not opening
• Technical issue during VV

Agent must:

• Inform the customer to share a screenshot of the error.
• Clearly guide them to send the screenshot to the official claim’s email ID.
• Inform that the issue will be taken up internally with the Claims Team once the screenshot is received.

This avoids repeated follow-ups and incorrect escalations.

Quick Summary (Agent Checklist)

✔ Check Communication Logs first
✔ Explain Video Verification requirement clearly
✔ Guide customer on VV scheduling and documents
✔ Ask for error screenshots if VV fails
✔ Escalate only to Claims SPOC when no update is available