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 settlement—whether cashless or reimbursement—they 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
We are seeking a dedicated and compassionate Medical Officer to join our De-Escalation Team. This role will involve managing & mitigating escalated claim-related issues, with a focus on handling sensitive customer interactions in a calm and empathetic manner. The Medical Officer will work closely with customer service, claims teams, and healthcare professionals to provide expert medical advice and support in resolving claims disputes. The ideal candidate will have strong
communication skills, a deep understanding of medical protocols and insurance claims, and the ability to help diffuse complex situations.
What We Expect From You
Medical Expertise in Claims Escalation
Provide clinical expertise and insight into escalated claims, particularly where medical treatment, procedures, or diagnoses are involved. Review and assess the medical aspects of claims to ensure they align with policy coverage.
De-escalation of customer issues
Serve as the primary contact for escalated customer claims and concerns, responding with calm empathy, addressing issues diplomatically, and ensuring satisfaction while adhering to company policies
De-escalation of customer issues and conflict Resolution through internal collaboration
Be the voice of the customer in Navi and work closely with the claims processing and other related teams to ensure smooth resolution of escalated cases.
Rejection Call Handling
Manage rejection calls with empathy, clearly explaining the reasons behind claim rejections and offering guidance on next steps
Customer Experience & Retention
Enhance the overall customer experience by demonstrating patience, empathy, and understanding, and provide clear, understandable, & compassionate communication to customers regarding the claim
Must Haves
About Navi
We are on a mission to make finance simple, accessible and affordable for a billion Indians. Guided by a strong customer-first approach, we are building tech-first solutions that work at scale. Our offerings include a range of financial products and services across Loans, Insurance, Mutual Funds, Digital Gold and UPI.
Founded by Sachin Bansal & Ankit Agarwal in 2018, we are one of India’s fastest-growing financial services organisations. But we’re just getting started!
To know more about us, our work, people, culture, values, etc., check out
navi.com/careers
.
Our Culture
At Navi, we’re 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 you’re 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.
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