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Insurance Claims

Filing an Initial Claim After an Accident

A policyholder calls their insurance company to report an incident (e.g., car accident, property damage) and begins the claim filing process, providing initial details and asking about next steps.

Dialogue

Listen and follow along with the conversation

1
Policyholder (Male)
Hi, I'd like to report an incident and start a claim. I was involved in a fender bender about an hour ago.
2
Claims Representative (Female)
Certainly, I can help you with that. Can I please have your policy number or your full name and date of birth to pull up your account?
3
Policyholder (Male)
Sure, my policy number is 123456789. And my name is John Smith.
4
Claims Representative (Female)
Thank you, Mr. Smith. I see your auto policy here. Could you please describe what happened? And also, did the police attend the scene?
5
Policyholder (Male)
Yes, it was a minor rear-end collision. I was stopped at a traffic light, and the car behind me didn't stop in time. The police did come; we exchanged information, and they filed a report. No one was injured, thankfully.
6
Claims Representative (Female)
That's good to hear. Do you have the other driver's insurance information or their vehicle details, like license plate number?
7
Policyholder (Male)
Yes, I have their license plate number, name, and their insurance company's name. I can provide those now, or should I email them?
8
Claims Representative (Female)
You can provide them over the phone now. I'm opening a claim for you as we speak. Once we have all the initial details, I can tell you about the next steps and what paperwork you'll need to submit.

Vocabulary

Essential words and phrases from the dialogue

incident

An event or accident that you need to report, like a car crash. Use it when describing something that happened unexpectedly.

claim

A formal request to your insurance company for payment after an accident or damage. It's a key word in insurance situations.

fender bender

A small, minor car accident with little damage, like a light bump. Common in casual American English for traffic mishaps.

policy number

The unique ID number for your insurance policy, used to access your account details quickly.

rear-end collision

An accident where one car hits the back of another car, often at low speed. Useful for describing common traffic accidents.

license plate number

The official number and letters on a vehicle's plate, used to identify cars in reports or claims.

paperwork

Official documents or forms you need to fill out and submit, like reports or proofs for insurance.

Key Sentences

Important phrases to remember and practice

I'd like to report an incident and start a claim.

This is a polite way to begin a phone call for insurance help. Use it to clearly state your purpose. 'I'd like to' is a formal expression for requests.

Can I please have your policy number or your full name and date of birth to pull up your account?

A helpful question to get customer info. 'Can I please have' is polite for requests. 'Pull up' means to access or retrieve information from a system.

Could you please describe what happened?

This asks for details about an event. 'Could you please' makes it polite. Useful in service calls to gather information without pressure.

Do you have the other driver's insurance information or their vehicle details, like license plate number?

This checks for specific info needed for claims. 'Like' introduces examples. It's practical for confirming details in accident reports.

I'm opening a claim for you as we speak.

This means starting the claim process right now during the call. 'As we speak' emphasizes immediacy. Use it to reassure customers in real-time service.

Once we have all the initial details, I can tell you about the next steps and what paperwork you'll need to submit.

This explains the process after getting info. 'Once' shows sequence. Helpful for guiding people on what follows in procedures.