Insurance claims at scale: from handling files to leading the team
At Teleperformance in Casablanca, I work on a French insurance account. I started by handling water-damage claims myself, then complex complaints, and moved up to Assistant Manager in the quality department. Today I track a 13-advisor team and defend the results to the client.
- Company
- Teleperformance · Casablanca
- Current role
- Assistant Manager – Quality
- Period
- Jul 2022 – present
- Account
- French insurer · property claims
At a glance
advisors whose performance I track and coach
team expert-referral rate after my action plan
client webinars I host each year
roles held since 2022
Figures reported by the author; the 13-advisor team and quarterly figures are not independently audited.
Progression
I learned the job on the phone before managing it
Insurance Advisor – Water-Damage Claims
End-to-end handling of water-damage claims: liability analysis, application of inter-insurer conventions and coverage rules, settlement.
Complaints Advisor – Complex cases
Complex complaints from policyholders and agents: water damage, climate events, natural catastrophes, electrical damage. Sensitive situations and escalations.
Assistant Manager – Quality department
Performance tracking for a 13-advisor team, quality monitoring, coaching, complaint handling and client reporting.
What I do today
Track team KPIs
Expert-referral rate, direct settlement rate and end-of-journey customer satisfaction, followed advisor by advisor.
Listen, debrief, coach
Quality call monitoring, then one-to-one debriefs and coaching sessions to close the gaps.
Handle complaints
I still take on customer complaints alongside the team follow-up.
Face the client
Every quarter I host the webinar with the French insurer: quality results, alignment on expectations and business rules.
Stabilise the metrics instead of chasing them
Quality work is not about pushing a number as far as possible. It is about bringing it back into range and keeping it there. My team sent 30% of files to an expert, against an expected 25%. I put targeted actions in place and brought the team average down to 27%.
What I carry forward
In claims, an unverified assumption has a financial consequence. That is where my engineering bias comes from.
Domain depth
Three years inside property-claims rules built the insurance-domain expertise behind the backend platforms I now design at Hard Machine Labs.
Management by the numbers
KPIs are a conversation starter with each advisor, not a sanction.
Client alignment
Reporting to a demanding client every quarter, in a regulated environment.