Insurance · Claims Rep · 8-12 minutes

Insurance Claims Intake Script

A calm, empathetic first-notice-of-loss script that gathers required information without adding stress to the caller.

Script

Agent

Thank you for calling [Carrier]. This is [Your Name] and I'm here to help. Before we start, I need to let you know this call may be recorded for quality and training. Is that alright with you?

Agent

I'm sorry you're dealing with this. Take your time. First, is everyone safe right now?

Agent

Okay. Can you tell me what happened, in your own words? I'll take notes and ask follow-up questions once you finish.

Note

Do not interrupt for the first 60 seconds. Let them tell the story.

Agent

Thank you. I have a few short questions so I can open your claim. Can you share the date, time, and location of the incident, and the names of anyone else involved?

Agent

Here's what happens next. I'm assigning claim number [X]. An adjuster will reach out within one business day. Is the number you're calling from the best way to reach you?

Use cases

· Auto claims
· Homeowners claims
· Small commercial claims

Compliance reminders

· Read the state-required consent to record before saving audio.
· Do not commit to coverage decisions during intake.
· Confirm caller identity per your carrier's KBA process.

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