RESPONSE FLOW:
• Clarify coverage: ‘Third-party covers damage YOU cause to OTHERS. It doesn’t cover YOUR vehicle. Think of it as protecting other people FROM you, not protecting YOU from other people.
Category: Common Scenarios
Scenario: My car has been at the garage for 3 weeks
RESPONSE FLOW:
• Verify: Get claim number and check system
• Check key dates: When did vehicle go to garage? When was LPO issued? What’s repair status? What’s the surveyor timeline?
• Determine cause: Waiting on parts? Additional approvals? No clear reason?
Scenario: I just had an accident, what do I do?
RESPONSE FLOW:
• Safety first: ‘Is everyone safe? Any injuries?’
• Police report: ‘Have you obtained the police report? This is required for any claim.’
• Document scene: ‘Take photos of all damage and exchange information with the other driver’
• Determine filing path: Ask […]
Scenario: Why haven’t I received my payment?
RESPONSE FLOW:
• Get identifier: Claim number, vehicle number, or policy number
• Check system: Look up claim
• Calculate timeline: Determine days since approval
• Respond based on timeline:
• Under 30 days: Within normal 45 day processing time
• 30-45 days: In normal timeframe, […]