Script for Accident Claim Project

Hello, Can I speak with Mr. /Mrs. __________

This is_________ from Claims line. I appreciate you taking my call this (time of the day)!
(Pause for a second, your tone should be professional yet courteous, use voice Inflection)
I understand someone had an accident from your address; can I please talk to the concerned person? (Be firm and
straight forward in your voice)
(OBJECTIONS)
1) Where did you get this information from?
2) From where did your survey department get this information?
(REBUTTAL)
1) I got this information from my survey department.
2) We got this information from U.K NATIONAL SURVEY that collects their information from different sources such as
RTAM, hospital, Surgeries, Police etc.
(You Must Answer Your Rebuttal with a Question!)
Did someone had any accident from your address and is looking for compensation?
(OBJECTION)
No one had any accident ever!

(Go Slow!)
(Rebuttal) Well thats strange; the address Ive got here in my database is (read out the address of the
prospect). Now that could be any one of your family members involved in a Road Traffic Accident or a Work Related
Incident within the past 2 to 3 years; if you could recall please?
(Use voice inflections, Your tone should define the Question)

(If YES)
I am so sorry to hear that what actually happened? (Determine whose fault is it and reiterate that to confirm. From
this you should be able to get the scenario and the party at fault!)

What sort of injuries did you sustain? And how long did you suffer?
(After getting to know about the injuries, ask in a presumed manner!)
and I believe you havent claimed for your injuries yet?

(IF NO)
Im sorry for the inconvenience Sir/Mam, mustve been a mistake in my records. Thank you for your time. Your have
a great day. Goodbye.

IN CASE OF RTA

Was it your fault or would you say it was the TPs fault?
(If TP) Did the TP accept the liability on the spot?

(If on-Fault) Were you alone at the time of the accident?

(IF NO) How many passengers were there in the car at the time of the accident?
(Show that youre concerned here, use voice inflection!)

(Pitch)
(Educate the client)
Now let me explain you what actually happens at accident helpline, how we help you get you your 100%
compensation for your injuries.
(Tell the client about the standard procedure and what will happen next)
(Client name, Sir/Mam) Initially Ill get some basic details from you regarding the accident and generate a reference
number for you that youll keep with you for any correspondence you may wish to do with us. I will then forward
your case to my verification department for verification. One of our verification officers will then give you a call, at a
convenient time given by you, to verify all the details that Ill take from you regarding the accident so that theres no
mistake on my part. Once the case gets verified, hell then forward you the documents at your door step on your
address. Those documents will contain all the information regarding the accident that Ill take from you right now, for
you to read them, sign them and send them back to us.

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Your part of the job will be done and WELL take it on from there! (Use voice Inflection, this can be done with a big
smile on your face!)

(Clients name Mr/Mrs) We work on a NO WIN-NO FEE basis and provide 100% compensation to our clients; nothing
will be taken out of your pocket. Whatever compensation you and any passengers qualify for, itll be yours 100%.

(Wait for a couple of second to provide for any questions, then continue without giving a big pause)
Im sure you did exchange details with the TP at the time of the accident.

(IF YES)
TP Details:
OK, Can I have the TPs car Registration Number please?
And what type of car was it?
Did you get the name of the Insurance Company it was registered with? Get the name!
By any chance, do you have the name of the driver and his contact number?
(Use variation in your tone and make it sound like youre writing everything in your computer)
Client Details:
What kind of car were you driving?
Can I have the Registration number on it?
And what Insurance Company were you registered with?
Im sure you have like a Policy number with your Insurance Company, can I have that please?
(After getting the details regarding the accident, move on. This should reflect in your tone, use voice inflections)
Right, did you visit the GP, a Doctor, after the accident?
Can I have the name of the Surgery please?
And who was the Doctor you saw at the surgery? His contact number please?

(IF NO)
Did TP Stopped at the scene?
OK Did you reported to Police Station and took the vehicle Registration Number?
Did Police Manage to catch the driver and prosecuted Him?
(If yes, its a Valid Case otherwise drop it)

Now, did the Police arrive at the scene?

(IF YES)
Ok, then there must be a police reference number with you, if I can have that please?
(Get the Police Ref number)

Ok, (clients name) in order get the passengers their 100% compensation; Im going to need their Full names and
DOBs.
(You need to get the name, DOB and the type of injury passengers sustained in the car. Also ask for their contacts
and address if theyre living at a different address. Take passengers GP Details too, if any different)
(Every passenger will be treated as an individual case).

Confirm all the details in the Form by reiterating them to the client. You should make sure that you have
the correct address, location, DOBs and DOA before you close the call. Also ensure that you take a MOBILE
number (as an Alternative number) and ask for an email address (if they have one) so that we could keep
them updated through email.

(Closing)
(Clients name) Thats all the information that I would require to forward your case to my verification officer. (Get a
call back time for Vetting) Are you going to be available in the next two hours, should he give you a call?
Just please make sure that youre there when my verification officer calls you since hes very busy handling cases. Let
me assure you (Clients Name) theres no hassle in this process. You will be kept updated regarding your case status.
Are there any question, comments, concerns?

Thank you very much for your time, all we require is your cooperation. Have a great day. Goodbye.

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 IN CASE OF WRI

(Pitch)
(Educate the client)
Now let me explain you what actually happens at accident helpline, how we help you get you your 100%
compensation for your injuries.
(Tell the client about the standard procedure and what will happen next)
(Client name, Sir/Mam) Initially Ill get some basic details from you regarding the accident and generate a reference
number for you, that youll keep with you for any correspondence you may wish to do with us. I will then forward
your case to my verification department for verification. One of our verification officers will then give you a call, at a
convenient time given by you, to verify all the details that Ill take from you regarding the accident so that theres no
mistake on my part. Once the case gets verified, hell then forward you the documents at your door step on your
address. Those documents will contain all the information regarding the accident that Ill take from you right now, for
you to read them, sign them and send them back to us.
Your part of the job will be done and WELL take it on from there! (Use voice Inflection, this can be done with a big
smile on your face!)

(Clients name Mr/Mrs) We work on a NO WIN-NO FEE basis and provide 100% compensation to our clients; nothing
will be taken out of your pocket. Whatever compensation you and any passengers qualify for, itll be yours 100%.

(Start off with the details regarding the incident without giving a big pause)
How did you hurt yourself? What kind of injuries you had?
and how long did you suffer? (Make it interactive)
Was the accident reported in the companys accident book?
What is your job description?
Were you provided with training and safety equipments?
Were there any apologies from your Manager or anyone? (Your tone will matter here)

Did you go to see a GP after the accident?

(IF YES)
Can I have your GP Name Please? And his contact?
Can I have the name of the Surgery?

Was there a Manager or a supervisor on duty you reported the accident to?
Can I have his/her name please? And the contact?
(Type everything in the notes while taking details, use phonetics and reiterate everything to confirm)
The Name of the company please?
And the address?

Confirm all the details in the Form by reiterating them to the client. You should make sure that you have
the correct address, location, DOBs and DOA before you close the call. Also ensure that you take a MOBILE
number (as an Alternative number) and ask for an email address (if they have one) so that we could keep
them updated through email.

(Closing)
(Clients name) Thats all the information that I would require to forward your case to my verification officer. (Get a
call back time for Vetting) Are you going to be available in the next two hours, should he give you a call?
Just please make sure that youre there when my verification officer calls you since hes very busy handling cases. Let
me assure you (Clients Name) theres no hassle in this process. You will be kept updated regarding your case status.
Are there any question, comments, and concerns?
Thank you very much for your time, all we require is your cooperation. Have a great day. Goodbye.

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