How to make a claim

1) Establish entity & product

Say: “Before we begin, can I confirm your policy country (e.g., Australia/Singapore/Japan) and the product (Motor, Property/Fire, Marine, Liability, Travel, Life/Health)?”
Capture: Policy entity; product line.

2) Verify identity & policy

Do: Collect full name, DOB (if applicable), policy number, address/email, and broker (if any).
Say: “For security, I’ll verify a couple of details.”
Capture: Customer profile; policy lookup.

3) Check safety & urgent help

Say: “Is anyone injured? Are emergency services required?”
Regional cues:

• SG Motor: Advise immediate reporting and bringing the vehicle to an approved workshop within 24 hours/next working day.

• JP Auto: Offer the 24/7 accident line if language support is needed.
  Capture: Safety flag; injury flag; workshop referral.

4) Explain the process & set expectations

Say: “I’ll register your claim, give you a claim number, explain documents we need, and what happens next (assessor/surveyor, repairs, timelines).”
Regional cue (AU Motor): Mention the online claim form and recommended repairers.
Capture: Channel (phone/online); expectations.

5) Capture an incident snapshot

Do: Record date/time, location, cause, circumstances, weather, third parties, witnesses, injuries, and police report number (if any).
Capture: Incident core fields.

6) Record asset/vehicle/subject details

Do:

• Motor: Rego/VIN, make/model, driver licence.

• Property/Fire: Address, affected areas.

• Marine/Cargo: Voyage, vessel, bill of lading.

• Life/Health: Condition/event.
  Regional cue (Marine AU): Advise claim-form submission; TM may appoint a surveyor.
  Capture: Object details by line of business.

7) Confirm coverage & discuss excess

Do: Check cover against the policy schedule; explain any applicable excess.
Regional cue (AU): Mention excess payment support and potential fast-track where there’s urgent financial need.
Capture: Coverage checked; excess approach.

8) Advise required documents

Do: Request typical items—photos, invoices/quotes, medical reports, police reports, repair estimates.
Regional cue (Property/Fire ID): May require a chronology, photos, technical reports, damaged item lists, and (for some perils) police/BMKG reports.
Capture: Required docs checklist.

9) Route to the correct channel

Do: Direct the customer to the appropriate submission route.

• AU Motor: Online claim form.

• AU Marine: Email the completed claim form to the marine team.

• SG Motor: Report at an approved workshop and/or via hotline.

• JP Auto: 24/7 accident line.
  Capture: Chosen channel (URL/email/partner).

10) Register FNOL & issue a claim number

Do: Create the claim record; attach notes and documents; provide the claim/reference number; share the expected contact time from the adjuster/surveyor.
Capture: Claim number; SLA timer.

11) Set next steps & repairs

Do: Book assessment (or a surveyor for marine), provide the recommended repairer network for AU motor, and outline the inspection/triage path.
Capture: Tasks—assessment/repair.

12) Close with empathy & rights

Say (recap):

• Summary of what was captured

• Reminder to keep receipts and not admit liability

• Regional support notes (e.g., AU hardship/fast-track)

• Contact details and expected next touchpoint
  Capture: Wrap-up notes; follow-ups.

Quick call script (optional)

• Open: “Thanks for calling. I’ll help you lodge your claim now.”

• Confirm entity/product: “Which country is your policy under, and what type of policy is it?”

• Verify identity: “I’ll just confirm a couple of details for security.”

• Safety check: “Is anyone injured or do you need emergency assistance?”

• Set expectations: “I’ll register the claim, explain documents we’ll need, and give you a reference number.”

• Gather incident & asset details: “Let’s go through what happened and the items involved.”

• Coverage/excess: “Based on your policy, here’s how your cover and excess apply.”

• Docs & channel: “Please provide these documents and use this submission route.”

• Close: “Your claim number is _____. We’ll contact you by ____ with next steps.”

System capture checklist (for CRM/claims platform)

• Entity & product: Policy entity; product line

• Identity & policy: Customer profile; policy lookup

• Safety: Safety and injury flags; workshop referral (if applicable)

• Process: Channel (phone/online); expectations set

• Incident: Core incident fields (date/time, location, cause, circumstances, weather, third parties, witnesses, injuries, police report #)

• Subject/asset: LOB-specific details (vehicle, property, marine cargo, life/health)

• Coverage & excess: Coverage confirmed; excess approach explained

• Documents: Requested docs checklist recorded

• Channel routing: URL/email/partner/hotline noted

• Registration: Claim/reference number; SLA timer started

• Next steps: Assessment/surveyor/repair tasks created

• Closure: Wrap-up notes; follow-up date/time set