Motor Claim Intimation Script


<<<Phone rings >>>


Agent: 

Hello Sir/Madam, I’m <agent_name> from Paytm Insurance Broking. How can I help you today?


Customer: 

I have met with an accident on my 2W/4W recently and I wish to register a claim on my Motor policy.


Agent: 

Sorry to hear about the incident. I hope you & anyone else involved in the incident is fine.


Customer: 

  • Yes, all are fine                            OR

  • Yes, there are minor injuries but everyone is fine            OR

  • There are major injuries & hospitalization involved.        OR


Agent: 

  • Glad to hear that. Pls take care of the concerned & do not worry about the claim. We shall provide you with an end-to-end assistance for your Motor claim.

  • We wish a speedy recovery for them. Please take care of the concerned & do not worry about the claim. We shall provide you with an end-to-end assistance for your Motor claim.


Customer: 

Thank you


Agent:

We will need to capture a few details for registering a claim with the Insurance Company. Please help us with responses to a few questions. This won’t take long.


Customer:

Sure. Pls go ahead.



Questions

Details

Remarks

Can you please confirm your name since you’re registering the claim

Claimant name


Please provide us with your contact number

Claimant contact number

{person who is registering the claim}

Can you please confirm the name of the insured/owner of the vehicle?

Insured name


Please provide us with the registered contact number of the insured

Insured contact number


Please provide us with the registered email id of the insured

Insured email id



Policy number

{capture from policy details}


Vehicle make & model

{capture from policy details}

Can you please confirm the date on which the accident occurred?

Date of loss


Can you please confirm the time at which the accident occurred?

Time of loss


Please help with the cause of loss resulting into the accident

Cause of loss


Can you please confirm the location at which the accident took place?

Place of loss (address, city, state)

{try to capture loss location pincode if possible}

Can you please confirm the current location of the vehicle? Is it with you or at any garage?

Current location of vehicle (address, city, state)

{capture address, city & state}

Can you please confirm the names of the panels which were damaged in the accident?

Name of panels damaged


Please help us with an approx. amt of loss incurred due to this accident

Estimated loss amount


Was the vehicle moving or parked at the time of the accident?

Vehicle parked/moving at the time of loss?


Please confirm the name of the person driving the vehicle at the time of accident

Name of driver (person driving the vehicle at the time of accident)

{only if vehicle was moving}

Do you have any preferred garage of your choice where you will be moving your vehicle? If yes, please share the name of the garage.

Garage opted name

{if garage not already selected, assist customer in opting for a cashless garage from Insurer’s list}

Can you please confirm the location of the garage for surveyor’s reference?

Garage location (address, city, state)


Please also confirm the name of the garage representative with whom we can connect for further process

Garage representative name


Please share the contact number of the garage representative for future correspondence

Garage representative contact number


Is there any injury to any person seated inside the vehicle or anyone outside person involved in this accident?

Any injury to third party/occupants?


Any additional details that you wish to inform about this incident?

Other noteworthy details



<<Post capturing all the details>>


Agent:

Sir/Madam, thank you for successfully providing all the required information for registering this claim. We will now be sharing these details with the Insurance Company and the claim registration will happen within 02 working hours. Once the claim is registered, we shall share the claim registration number with you. Please bear with us till then.


Customer:

What are the next steps for the claim?


Agent:

You may shift your vehicle to the preferred garage in the meanwhile. Once the claim is registered, our Dedicated Claims Manager will connect with you to provide you an end-to-end assistance on your claim. Please bear with us till the claim is registered.


Customer:

Thank you. I will wait for your call.


Agent:

Thank you sir. Is there anything I can assist you further?


Customer:

No. Thanks.


Agent:

Thank you sir for calling Paytm Insurance Broking. Have a nice day!


<<<End of conversation>>>