The most common requests in this field
- Reporting a claim after an accident and getting a file number
- Finding out the stage of a claim file and which documents are missing
- Asking which day the loss adjuster is coming, or moving the appointment
- Confirming a premium instalment due date and when the policy ends
- Cancelling a policy after selling the car and asking about the refund
- Requesting a copy of the policy or a no-claims certificate
What does the assistant do in this industry?
Asks about safety first
In a claim call the first question is not the policy number. The assistant asks whether anyone is hurt, reads the roadside safety instructions word for word, and points the caller to emergency services and the roadside assistance team.
Asks about the accident report while the scene is fresh
An accident report cannot be filed after the fact, and without one the claim stalls at the payout stage. The assistant asks separately for the date, place and type of the event and for the other party, reads the insurer's warning text word for word when no report exists, and gives the file number in the call.
Books the adjuster where the damage is
The adjuster travels to the damaged vehicle or building, not to the policyholder's home address. The assistant asks whether the asset is at a repair shop or a car park, matches the regional adjuster, and reminds the customer that repairs must not start before the assessment.
Says where the file is waiting
A claim file moves through assessment, approval and payment, and an insured who does not know the stage calls every day. The assistant states the current stage, the next step and any missing document, together with the channel that document can be sent on.
Reminds about premiums and renewals
An unpaid premium ends cover, and the insured needs to know that date. The assistant reads the instalment amount and due date exactly as recorded, states when cover would end, and at renewal mentions the no-claims discount the customer has earned.
States the exclusions up front
A quote built on the wrong cover turns into a dispute at claim time. The assistant collects what is to be insured, the end date of the current policy and the no-claims record, then reads out the cover, the deductible and the exclusions word for word before handing the case to an agent to issue the policy.
Featured channels
- Phone
- SMS
What needs care in this industry?
The assistant's limits matter as much as what it does.
- The assistant does not decide whether a claim is payable
- Whether damage falls within cover depends on the policy wording, the deductible and the adjuster's report. The assistant does not make that call and does not argue the report or the amount; objections go to a claims specialist.
- No policies issued, no premium bargaining
- The assistant does not issue or amend a policy, calculate a premium or negotiate a discount. Those requests are passed to the agent with the context of the conversation already recorded.
- A cover warning is information, not pressure
- Saying that cover ends on a given date is a legal notification, not a collection tactic; it is read plainly and never dramatised. On quote calls consent is asked first, and a person who says no is not called again.
- The file opens for the policyholder, not the driver
- The driver in an accident is often not the policyholder; the assistant gives them no file number and no payment detail, and routes the record to the authorised person. Because claim files can contain accident and health data, they are opened only to the authorised unit.
Frequently asked questions
What happens if the insured starts repairs before reporting the damage?
Damage already under repair cannot be inspected on site, which does not mean the whole file is refused but does make the assessment harder. The assistant says so plainly while taking the notification, asks whether there are photos taken before the repair or a document from the workshop, and passes the record on with that note attached. The decision still rests on the adjuster's report.
Does the appointment fall through if the insured cannot be there when the adjuster arrives?
The adjuster travels to wherever the damaged asset is, and if the car sits at a repair shop or a car park the person giving access does not have to be the policyholder. The assistant takes the shop's name and address, asks whether the damage will be visible at that hour, and records the name of the authorised person. If access cannot be arranged the appointment is moved to another day rather than cancelled.
What happens when someone asks to cancel a compulsory policy?
Policies such as compulsory motor liability and compulsory earthquake insurance carry legal consequences when cancelled. The assistant checks in the system whether the policy is compulsory and reads those consequences word for word from the insurer's own text. If the customer still wants to cancel, the request is recorded, and the pro-rata refund and any claim already on the file are read from the system. The right to cancel is never blocked.
How does the call continue if the insured says they cannot pay the premium?
Nobody who reports payment difficulty is pressed. The assistant says the insurer has defined options such as reducing the cover or spreading the remaining premium instead of losing the policy altogether, but it does not apply those options itself: any change to an amount or a cover goes to the agent. If the premium is taken by a standing payment order, the assistant cannot stop that order; it says so in the call and records the request for the agent.
What happens when a claim file drags on and the insured complains?
The time allowed for handling a claim is set by regulation, and rights arise for the insured once it is exceeded. The assistant does not rule on whether that limit has passed; it records the delay complaint with its reason, moves the file into priority review, and says which unit will come back. The call is not closed before the complaint record is open.
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