NCD & pricing
Hi [name]. Thanks for getting in touch. As the claim is still open, we don’t yet have a final cost, so the exact impact on your price isn’t confirmed. What I can explain for now is…
Hi [name]. Now that the claim has been settled, we can see the total cost. I’d like to explain how that can affect your no claims discount and renewal price so you know what to expect.
Hi [name]. I know changes to price can be worrying. Insurers look at your overall claims history as well as any discounts you have, so even with a protected no claims discount the base price can still move. Here’s how that works for you…
Courtesy car & mobility
Hi [name]. Thanks for your message. Courtesy cars are usually only provided while repairs are being carried out. In write-off or unrecovered theft cases, the cover works a bit differently. What this means here is…
Hi [name]. I’ve taken a look at the hire car dates and want to clear up how the charges work once the agreed period ends. In this case…
Hi [name]. I’ve checked your cover and there isn’t a courtesy or hire car included on this policy. I know that’s not ideal, so I’ll explain what options you still have from here…
Write-off & valuation
Hi [name]. Your vehicle has been classed as a write-off and we’re now working on the valuation. Once that figure is ready, we’ll share it with you so you can review it. In the meantime…
Hi [name]. I know this isn’t the news you were hoping for. A vehicle is usually written off when the cost of repairs is close to or more than its value, or when repairs wouldn’t be safe. Here’s what that means for your claim…
Hi [name]. Thanks for sharing your thoughts on the valuation. If you’re unhappy with the figure we’ve given, there are a few things we can look at together to review it fairly…
Under review & chasing
Hi [name]. Your claim is currently being reviewed by one of our specialist teams. These checks can take a little time, but once they’re finished we’ll be able to give you a clear update on the next steps.
Hi [name]. I’ve checked your claim and at the moment we’re still waiting for some information before we can move things forward. Once we have it, we’ll be able to…
Hi [name]. We’re waiting for an update from another party involved in the claim, which is why things are taking a little longer than usual. As soon as we receive their response, we’ll review it and let you know.
Payments
Hi [name]. I can confirm we’ve processed a payment relating to your claim. Depending on your bank, it may take a few working days to appear. What this payment covers is…
Hi [name]. We’re getting everything ready for your payment but it hasn’t been released just yet. Before we can send it, we need to complete a couple of final checks…
Hi [name]. I can see we’re due to return part or all of your excess. Once the payment’s been released, it should reach you within the usual banking timescales. Here’s how that will work…
Repairs
Hi [name]. I’ve checked with the repairer and there’s currently a delay on your vehicle. The most common reasons are parts availability or workshop capacity. In your case, the delay is because…
Hi [name]. The repairer is waiting for parts before they can carry on with the work. I know that’s frustrating, so I’ll outline what they’ve told us about timescales and what happens next…
Hi [name]. Your repair booking is in place and I’d like to run through what will happen on the day, including drop-off, updates and collection…
Liability
Hi [name]. We’ve reviewed the details of the incident and reached a decision on liability. I’d like to explain what that means for your claim and how it could affect any costs or excess…
Hi [name]. Liability for the incident is still being reviewed. We’re gathering information from everyone involved so we can make a fair decision. Once that’s complete, we’ll update you with the outcome.
Hi [name]. The outcome is a split liability decision, which means responsibility is being shared between the parties involved. I’ll break down what that means in practical terms for you…
Openers
Hi [name]. Thanks for getting in touch - how can I help today?
Hi [name]. Thanks for reaching out - let me take a look at this for you.
Hi [name]. I really appreciate you getting in touch about this.
Hi [name]. Thanks for your message - I’ll walk you through what’s going on.
Empathy / Acknowledgement
I’m really sorry you’ve had to deal with this.
I completely understand why you’re concerned.
I’m sorry this has been such a stressful experience.
That’s not the kind of experience we want you to have.
Thank you for your patience while this has been going on.
I know this probably isn’t how you hoped things would go.
I appreciate you taking the time to explain what happened.
I can see how frustrating that must have been.
Reassurance / Ownership
Rest assured, I’m looking into this for you now.
I’ll make sure this is checked properly before we move forward.
I’ll keep an eye on this and update you as soon as anything changes.
You’ve done the right thing by getting in touch with us.
I’ll take ownership of this and see it through.
I’m here to help you through each step.
I’ll make sure your concerns are clearly noted on the claim.
If I need anything else, I’ll let you know straight away.
Setting expectations / Clarity
To keep things clear, I’ll quickly summarise what will happen next.
Just so you know what to expect over the next few days…
I want to be upfront about the timescales involved here.
I’ll explain this in plain English and avoid any jargon.
If anything I’ve said isn’t clear, please let me know and I’ll rephrase it.
I’ll break this down into a few simple steps for you.
So we’re on the same page, here’s where things currently stand.
If anything changes from what I’ve outlined, I’ll let you know.
Softening bad news / Difficult updates
I know this isn’t the update you were hoping for, and I’m sorry.
I appreciate this may feel disappointing.
I understand this isn’t the best news, but I’ll explain why.
I know this might not be what you wanted to hear, so I’ll go through it carefully.
I’m sorry we’re not able to do more here, and I’ll outline the options you still have.
I appreciate this may feel unfair, so I’ll explain how we’ve reached this decision.
I realise this may cause some inconvenience, and I’m sorry about that.
If you’d like to talk through this in more detail, we can go through it step by step.
Customer effort / Appreciation
Thank you for sending that information so quickly.
Thanks for sticking with us while we get this sorted.
I really appreciate you taking the time to reply with these details.
Thanks for bearing with me while I’ve checked everything.
Your quick responses are really helping us move this along faster.
Thank you for your patience while we’ve been looking into this.
I appreciate you letting us know about this straight away.
Thanks for giving me the chance to put this right.
Collaboration / Partnership
Let’s work through this together.
Here’s what I’ll do from my side, and what I’ll need from you.
We’ll take this one step at a time.
I’ll handle the next part for you and then come back with an update.
If you can do X, I’ll take care of the rest.
I’ll make sure the right team has everything they need.
We’ll keep things as simple as possible for you.
If anything feels difficult or confusing, please tell me – that’s what I’m here for.
Checking understanding / Offering more help
Does that all make sense so far?
If anything isn’t clear, please let me know and I’ll explain it another way.
Is there anything you’d like me to go over again?
Have I missed anything that you were expecting us to cover?
If you have any questions about this at any point, just reply to this message.
If you’d prefer to speak to someone by phone about this, we can arrange that too.
Please feel free to ask about anything that’s worrying you.
I’m here if you need any more clarity on this.
Closing / Comfort
I hope this helps to put your mind at ease a little.
I’ll stay with this until we reach the next stage for you.
Thanks again for your patience while we sort this out.
Take care, and please message us if anything else comes up.
I’ll be back in touch as soon as I have more information.
You’re always welcome to reach out if you’re unsure about anything.
I’m glad we’ve been able to move this forward today.
We really appreciate you being with us.