Role Summary This role is responsible for handling calls and emails related to in‑scope inquiries across all lines of general insurance business, with a primary focus on motor insurance policies.

The role supports customers, agents, and internal stakeholders to ensure timely and accurate service delivery in line with company service standards.

Role Responsibilities Manage customer and agent inquiries received via hotline, email, and walk-in channels for all general insurance product lines, with a strong focus on motor insurance Respond to queries and provide support for coverage clarification, premium payments, policy renewals, quotations, policy endorsements, Claims-related queries Deliver accurate, clear, and customer-friendly responses in line with Service Levels and KPIs Identify cases requiring escalation and ensure timely escalation to the relevant teams Maintain proper case documentation for all interactions across phone and email Perform any additio...