---
title: "Akash S Raj - Associate Director - Customer Success and Operations in Bengaluru | Tal"
description: "Meet Akash S Raj, Insurance Expert | Driving Process Optimization, Automation, and Customer Satisfaction | Ex-Loop, Acko, Willis, TCS, IBM based in Bengaluru. AI stack includes claude, gemini, and openai."
image: "https://tal.club/meet/akash-s-raj/share-image"
---

# Akash S Raj on Tal

## Headline

Insurance Expert \| Driving Process Optimization, Automation, and Customer Satisfaction \| Ex\-Loop, Acko, Willis, TCS, IBM

## About

Dynamic insurance operations leader with 10\+ years of experience, specializing in end\-to\-end claims management for OPD, IPD, Disability, Death, Hospicash, Loan Shield, Asset Protection, and SCLIP portfolios\. I've led high\-volume claims processing \(15K/month\), leveraging automation, AI, and data analytics to optimize efficiency and enhance customer experiences\. I've driven strategic initiatives like building claims systems from scratch, implementing cost\-reduction projects \(e\.g\., salvage management, vendor onboarding\), and fostering partnerships with key stakeholders including Swiggy, Zomato, Rapido, Amazon, and CRED\. My focus on regulatory compliance and risk mitigation has reduced TAT by 40%\+ and boosted NPS from 0% to \~80%\. Skilled in team leadership \(up to 60 professionals\), process improvements using Lean methodologies, and handling complex escalations with RCA approaches\. Passionate about operational excellence and seamless customer journeys\. Always open to conversations on claims modernization, leadership roles, or advisory in the insurtech space\. Let’s connect\!

## Location

Bengaluru

## AI stack

claude

gemini

openai

## Work experience

Associate Director \- Customer Success and Operations at Onsurity, Dec 2025 \- Present · 10 mos, Bengaluru

Head of Claims Operations at Loop, Dec 2023 \- Dec 2025 · 2 yrs 1 mo, Bengaluru, Karnataka, India, Oversee the entire claims lifecycle, from submission to settlement, ensuring efficiency and accuracy\. Implement SOPs and best practices to streamline operations and enhance productivity\. Maintain proactive communication with internal teams, customers, and external partners\. Establish a structured follow\-up mechanism to minimize delays and ensure transparency\. Utilize data insights to identify bottlenecks and implement corrective measures\. Conduct in\-depth analysis of claim denials and deductions to maximize recoveries for customers\. Collaborate with insurers and TPA's to resolve disputes and improve claim approval rates\. Organize regular training sessions for teams to keep them updated on regulatory changes and process enhancements\. Develop knowledge\-sharing initiatives to improve operational efficiency and team expertise\. Handle customer escalations with a structured RCA approach\. Implement corrective actions to prevent recurring issues and improve customer experience\. Ensure seamless claim experiences to drive high customer satisfaction scores\. Implement feedback loops and service excellence programs to enhance user trust\.

Deputy General Manager at Acko, Oct 2022 \- Nov 2023 · 1 yr 2 mos, Bengaluru, Karnataka, India, Dynamic and results\-oriented Deputy General Manager with a strong background in handling diverse claims portfolios, including OPD, IPD, Disability, Death, Hospicash, Loan Shield, Asset Protection, and SCLIP claims\. Skilled in driving successful tech projects alongside claims management, ensuring efficient and accurate claim processing\. Possess a broad range of expertise in assessing claims, negotiating settlements, managing teams, and implementing technology\-driven solutions\. Proven leadership abilities, excellent communication skills, and a customer\-centric approach\. Committed to delivering superior results, optimizing processes, and enhancing customer satisfaction\. \*\*Career Highlight\*\* Proficient in overseeing the end\-to\-end claims process for diverse claims portfolios, including OPD, IPD, Disability, Death, Hospicash, Loan Shield, Asset Protection, and SCLIP\. Skilled in efficiently handling large volumes of claims \(15K a month\), prioritizing tasks, and ensuring adherence to policy terms and regulatory requirements\. Led a team of 60 claims professionals handling a wide range of claims, including OPD, IPD, Disability, Death, Hospicash, Loan Shield, Asset Protection & SCLIP\. Proficient in leading and managing technology\-driven projects in parallel with claims management\. Skilled in implementing innovative solutions, leveraging automation, data analytics, and AI to optimize processes, enhance efficiency, and improve overall claims experience\. Strong strategic thinking abilities, adept at formulating and implementing long\-term plans for claims management and technology projects\. Skilled in aligning organizational goals, optimizing resources, and driving operational excellence\. Proficient in leveraging data analytics tools to analyse claims trends, identify patterns, and generate actionable insights\. Experienced in building and maintaining strong relationships with internal and external stakeholders, including policyholders, underwriters, legal, and vendors\.

Senior Manager at Acko, Apr 2021 \- Oct 2022 · 1 yr 7 mos, Bengaluru, Karnataka, India, Senior Manager with a proven track record in handling liability and embedded claims, specializing in travel policies and group personal accident \(GPA\) policies\. Experienced in managing a diverse portfolio of claims, leading teams, and ensuring exceptional service delivery\. Strong leadership abilities, excellent communication skills, and a customer\-centric approach\. Committed to mitigating risks, protecting assets, and delivering optimal results for clients\. \*\*Career Highlights\*\* Managed a diverse portfolio of health insurance claims, including OPD, IPD, Disability, Death, Hospicash, and Loan Shield but not limited to Asset Protection and SCLIP\. Led a team of 48 claims professionals handling liability and embedded claims for travel policies and group personal accident \(GPA\) policies\. Expertise in assessing claims for OPD, IPD, Disability, Death, Hospicash, and Loan Shield\. Well\-versed in analysing policy terms, medical documentation, contractual agreements, and legal regulations to make accurate claim assessments\. Proficient in ensuring compliance with policy terms, legal requirements, and industry regulations\. Skilled in navigating complex insurance laws and regulations to protect the rights and interests of policyholders while minimizing risks\. Collaborated with underwriters to ensure policy compliance, address coverage issues, and minimize potential risks\.

Manager at Acko, Oct 2019 \- Apr 2021 · 1 yr 7 mos, Bengaluru, Karnataka, India, Results\-driven Manager with extensive experience in handling liability claims related to asset protection policies and service contract liability policies\. Proven expertise in managing a team, overseeing the claims process, and achieving favourable outcomes\. Skilled in assessing liability, negotiating settlements, and ensuring compliance with policy terms and legal requirements\. Strong leadership abilities, excellent communication skills, and a customer\-focused approach\. \*\*Career Highlights\*\* Proficient in managing the end\-to\-end claims process, including claim intake, investigation, evaluation, settlement, and recovery\. Led a team of 25 claims professionals handling liability claims related to asset protection policies and service contract liability policies\. Oversaw the end\-to\-end claims process, ensuring adherence to policy terms, legal requirements, and industry best practices\. Implemented process improvements to enhance efficiency, accuracy, and customer satisfaction within the claims department\. Collaborated with underwriters, risk management professionals, and legal experts to identify and mitigate potential liabilities, ensuring policy compliance and minimizing financial risks\. Provided exceptional customer service to policyholders and claimants, guiding them through the claims process and addressing inquiries\. Expertise in assessing liability, determining coverage, and evaluating damages for asset protection policies and service contract liability policies\. Skilled in analysing policy terms, contractual agreements, and applicable laws and regulations to make accurate liability determinations\. Strong negotiation skills with a focus on achieving fair and mutually beneficial settlements\. Experienced in negotiating with claimants, vendors, and other parties involved in liability claims\. Able to communicate effectively and build rapport to reach optimal outcomes\.

Travel at Career Break, Sep 2017 \- Jun 2018 · 10 mos, Mumbai, Maharashtra, Taking a career break proved to be an incredible opportunity for me to undergo a personal growth journey and immerse myself in different cultures through extensive travel\. This experience allowed me to broaden my horizons, gain valuable life experiences, and develop a global perspective that I now bring to the workplace\.

Senior Operations Associate at Willis Towers Watson, Mar 2015 \- Aug 2017 · 2 yrs 6 mos, Mumbai Area, India, Accomplished Senior Operations Associate with a strong background in financial services, specializing in placing, billing, and claims operations\. Recognized for exceptional expertise in optimizing processes, driving operational efficiency, and delivering outstanding client experiences\. Proven track record of successfully managing complex operations, building strong client relationships, and ensuring accurate and timely execution of key deliverables\. \*\*Career Highlights\*\* Successfully managed placing and billing operations for a portfolio of aviation clients, ensuring accurate policy issuance, endorsements, and timely invoicing\. Led process improvement initiatives, resulting in a 25% reduction in policy placement time and a 15% decrease in billing errors\. Proactively collaborated with clients to understand their insurance needs, address inquiries, and provide tailored solutions to meet their unique requirements\. Developed and implemented comprehensive training programs for operations associates, enhancing their knowledge and proficiency in placing, billing, and claims processes, leading to improved team performance\. Effectively managed complex claims operations, including coordination with various stakeholders, timely settlement, and satisfactory claim resolutions, resulting in high client satisfaction and retention rates\. Fostered strong client relationships through proactive communication, regular updates, and personalized support, resulting in client loyalty and expanded business opportunities\.

## Education

Bachelor's degree, Finance, General, University of Mumbai

[View the original profile](https://tal.club/meet/akash-s-raj)

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