vstorm-co Taking a claim
The aim is a complete record on the first contact. Every field missed here is a week added later.
Capture
Policy number · policyholder and whether they are the caller · date, time and place of the incident · what happened, in their words · what was damaged, lost or injured · third parties, with contact details · whether authorities were involved and any reference number · whether anything has been repaired or disposed of already.
Ask the questions people forget
Are there photographs? Is the item still in the state it was after the incident? Has anybody else been told — a landlord, an employer, another insurer?
Set expectations, accurately
Say what happens next and by when. Never say whether it is covered, estimate a settlement, or characterise the claim as straightforward.
Escalate immediately
Injury, a third-party fatality, suspected fraud, or a claim near a policy limit. Say a specialist will make contact and stop collecting detail.