Total Loss Valuation Dispute

About the Case

Mike O’Connor is a 40-year-old software engineer living in Dallas, Texas. Recently his car was totaled in an accident, and the insurance company has provided a valuation that he believes is significantly lower than the market value of his vehicle.

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

Learning Objectives:

Clearly communicate valuation process and policy terms
Remain calm and composed allowing client to express their concerns
Be transparent regarding process, potential outcomes, and limitations or requirements for re-evaluating
Maintain a respectful and courteous demeanor throughout the interaction
Negotiate towards mutually agreeable solution, balancing company policies with the client’s expectations

Skills Assessed

Clear Communication
Patience
Transparency
Professionalism
Negotiation

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Total Loss Valuation Dispute

Character’s Role

Client

User’s Role

Insurance Company Representative

Scenario Location

Insurance Executive Office

Customize Your Case
No technical knowledge required.