A letter of claim - letter that is written to notify someone of incomplete or unsatisfactory work

on a specific project; also known as a letter of complaint

Typically, a claim letter opens (and sometimes closes) with a request for adjustment, such as a
refund, replacement, or payment for damages. A reply to a claim letter is called an adjustment
letter.

A claim could be of many kinds:

- Car insurance claim

- Health insurance claim

- Life insurance claim

- Claim against theft

- Claim against fire

- Accidental claim

- Compensatory claim

- Deposit refund claim

- Retrenchment reimbursement claim

Observations and Methods:

I. Main Elements of a Claim Letter

Your claim letter should generally contain the following four elements :

1. A clear explanation of what has gone wrong. Give full information for quick identification of
the defective product or faulty service.

2. A statement of the inconvenience caused or the loss suffered as a result of the mistake or
defect.

3. An appeal to the reader’s sense of fair play, honesty, reputation or professional pride with a
view to motivating him to take necessary action promptly to rectify the situation.

4. A statement of what adjustment you would consider fair.

To secure a prompt and satisfactory response, a claim letter is usually written to the head of
the unit or the department responsible for the mistake

Characteristics of a Well-Written Claim Letter

A bungling claim letter is likely to be given little consideration. A well-written claim letter:

- Should state precisely what is wrong

- Should make tracing easier by referring to definite dates, invoice numbers, etc.

- Should state what remedy or adjustment is desired

- Should be addressed to the person, or company, responsible for the damage or omission
How to Write a Claim Letter:

1. At the beginning of your letter, indicate that you are making a claim and specify the type of
claim you are making (e.g. an insurance claim)

2. State the policy number, if applicable.

3. Describe the specific circumstances or details of the claim (e. g. that a product is defective
or the details of an accident)

4. Indicate the amount you are claiming or what action you would like the reader to take and
the date by which you expect the action to be taken

5. Refer to any documents you are including in your letter, including claim forms, repair
estimates warranty, or records or receipts.

6. Indicate by when you would like to receive a reply to your letter and include contact
information that will allow the person to easily reach you.

Tips for writing a claim letter:

1. Remain courteous and respectful.

2. Send your claim letter within the prescribed time period so that the claim will be valid.

3. If there are any necessary forms, etc., that you need to fill out or send, include them with
your letter for faster approval.

4. Clearly state what it is that you hope to accomplish in sending your claim letter.

A letter of adjustment is a letter that is written in response to someone who had complained
about a product or service that you have sold to them. Its main goal is to offer reparation for
your actions (if warranted) and offer a short explanation for your actions.

Objectives:

- to notify the reader that their claim or complaint letter has been received.

- it should include a sincere apology when the customer is right and explain the reason clearly.
When the customer is not right, explain the reasons clearly and with every courtesy.

- Counter any negativity that may be in the complaint letter with a positive approach. Be
gracious and emphasize the corrective steps being taken.

Tips for writing Adjustment Letters:

1. Organize the material - collect all the relevant documents, previous correspondence,
company policy, record of previous such cases and other required material.

2. Drafting - is the rough copy of your letter. It is open to mistakes and editing. The opening
and conclusion are of utmost importance.

3. Admit your mistake and make prompt rectification - Once it has been established that your
client is actually a victim, initiate an instant rectification process. Words like ‘it is good to know
that you have brought this matter to our light, we will ensure that these incidents never happen’
etc.

4. Maintain a positive tone - Adjustment letter with an adjusted tone towards positive attitude
works both ways.

5. Use diplomatic language - It comes across many times that clients are not right. Here you
have to be diplomatic so that complainer or claimer is satisfied with your reasoning or logic.

6. Politeness - often stressed in most type of letters. This is because it is a virtue which exudes
a positive vibe, especially in a conflict situation.

7. Personal Touch - it means making the client comfortable and giving him the respect. To do
this, address your client with his name.

8. Use a Letter Head - as a rule in terms of official and business letters, claim adjustment
letters should always have a company letter head on the Top Margin of the page, left, right or
middle

9. Proofreading - check your grammar, spellings, sentence formation and structure.

When denying a claim, make sure to:

- Open by stating your regret that the claim must be denied.

- Include the policy number, if applicable.

- Give the reasons why the claim was denied or rejected.

- Include information about what the claimant must do or change to have the claim approved, if
desired.

- Include any important dates, such as the date by which an appeal or resubmission must be
made, if applicable.

- Reiterate your regret that the claim must be denied and express your willingness to discuss
the matter further or work to resolve the problem, if necessary.

- Close by stating that you value the reader’s business or that you appreciate him/her as a
customer.

Suggestion in making and adjustment letter:

- Begin with a reference to the date of the original letter of complaint and to the purpose of your
letter. If you deny the request, don’t state the refusal right away unless you can do so tactfully.

- Express your concern over the writer’s troubles and your appreciation that he had written
you.

- If you deny the request, explain the reasons why the request cannot be granted in as cordial
and noncombative manner as possible. If you grant the request, don’t sound as if you are
doing so in a begrudging way.

- Conclude the letter cordially, perhaps expressing confidence that you and the writer will
continue doing business.