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About the Case

John Miller is a 42-year-old software engineer residing in Austin, Texas. Recently, a severe storm caused significant damage to his property leading him to file a claim with your insurance company. Despite submitting all required documentation promptly, he has been waiting for several weeks without any progress on his claim settlement. 

As the insurance company representative, your primary objective is to clearly communicate information, assure effective resolution and ensure client satisfaction.  

Learning Objectives:
  • Display clarity in communication regarding delay reasons 
  • Demonstrate your commitment to resolving the issue 
  • Provide clear claim status and actions being taken 
  • Ensure availability of relevant details for speedy resolution 
  • Maintain a professional demeanor throughout the conversation
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Skills Assessed
  • Effective Communication 
  • Problem-Solving 
  • Portraying Transparency 
  • Displaying Attention to Detail 
  • Displaying Professionalism

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Delayed Claim Settlement

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