Claims and Customer Communication

Reporting a claim, documents, the loss adjuster and supporting the customer at a hard moment.

FreeWhatsApp2 min a day32 activities

What’s inside

  • First contact and empathy at the moment of loss
  • Reporting a claim
  • Documents and evidence
  • The loss adjuster and managing expectations
  • Sharing the outcome and difficult conversations

Sample question

A customer's claim has been declined because it falls outside the policy cover. Which is the best way to share the news?      
State the decision clearly, explain the reason in plain language with reference to the cover, and explain the appeal and complaint optionsSoften it by saying "I'll try to do something" and leave it vagueSend a short message with the decision and no explanation

Questions arrive on WhatsApp like this and are answered with one tap.

How it works

  1. 1Start the programLeave your name and number; the first question reaches your WhatsApp within seconds.
  2. 2Two minutes a dayShort, interactive questions: fill in the blank, ordering, matching and more.
  3. 3Points and rankingEvery correct answer earns points, and the team ranking keeps people coming back.

What the manager sees

Once the program runs for your team, the dashboard shows who takes part, which topics are answered correctly and where people struggle most, so knowledge gaps surface before they turn into lost sales or complaints.

This program can be part of your annual training plan

Let us prepare a 12-month training plan around your roles and documents, free of charge.

Get my annual plan

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