Follow-up on Claim Status
A policyholder calls to check on the progress of their filed claim, inquiring about timelines, pending actions, and estimated resolution dates.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
follow up
To check or inquire about the progress of something, like a request or process. Use this phrase when calling to get updates on services or applications.
claim
A formal request for payment from an insurance company after an incident, such as an accident. In insurance contexts, it's the main term for filing for coverage.
policyholder
The person who owns an insurance policy and can make claims. This term is commonly used in customer service calls for insurance.
timeline
A schedule or expected time frame for completing a process. Ask about this when you want to know how long something will take.
processing time
The amount of time it takes to handle or review a request, like an insurance claim. It's useful for understanding delays in official procedures.
under review
Being examined or checked by someone in authority. Use this to describe the current stage of applications or claims that are not yet approved.
adjustor
A person who investigates insurance claims to decide on coverage and payments. Also spelled 'adjuster'; common in auto or property insurance discussions.
pending
Waiting to be done or decided. Say 'pending actions' when asking if there's anything left for you to do in a process.
resolution
The final settlement or decision on an issue, like approving a claim. Inquire about an 'estimated resolution date' to know when things will be finalized.
Key Sentences
Important phrases to remember and practice
I'm calling to follow up on the status of my claim.
This is a polite way to start a call for updates. It's useful for any follow-up situation; uses present continuous for ongoing action and 'status' to ask about progress.
That's right. I'm just wondering what the typical timeline is for these claims.
Confirms information and asks about expected time. 'That's right' agrees politely; 'I'm just wondering' softens the question, making it useful for inquiries without sounding demanding.
Our average processing time for similar claims is 7 to 10 business days.
Provides expected duration using 'average' for typical cases and 'business days' to exclude weekends. Useful for giving or receiving time estimates in professional settings.
Currently, your claim is under review by our adjustor.
Describes the current stage with 'currently' for now-time and passive voice 'is under review' to focus on the process. Good for updating someone on bureaucratic steps.
And when can I expect to hear an update or get an estimated resolution date?
Asks for future communication using 'can I expect' for polite expectation and 'or' to offer options. Essential for follow-ups to push for specific timelines.
The adjustor should be in touch with you directly within the next 2-3 business days.
Gives a future timeline with 'should' for probability and 'within the next' for a short period. Useful for reassuring callers about upcoming actions.
At this moment, there are no pending actions required from you.
Confirms nothing is needed using 'at this moment' for current status and 'required from you' to specify responsibility. Helps end conversations clearly in service calls.
Is there anything else I can assist you with today?
Standard closing question in customer service with 'can assist' for offering help. Use it to check if the conversation is complete and show politeness.