Step 1: List five (5) weaknesses in the ineffective negative/bad news message below denying an insurance claim
step 2: read the back ground scenario and re-write the Ineffective Message
During a recent storm, several trees fell on Elizabeth Sampson’s porch,damaging the porch and its roof. Ms. Sampson claimed the trees belonged to Nelson Insurance’s client, so the claims field representative, Carl Anderson,inspected the damage. Mr. Anderson discovered that the trees were on Ms.Sampson’s side of the lot line. Ms. Sampson contested Mr. Anderson’s investigation and took her claim to the field claims manager, Mee Vue. Shereviewed Ms. Sampson’s claim and responded with the message below
Ineffective Message to Rewrite
July 1, 2014
Ms. Elizabeth Sampson
10586 California Avenue
Hayward, WI 54843
Dear Ms. Sampson:
As you requested I have completed a review of this matter. I am sorry but I agree with our representative’s assessment that we are not responsible for the claim. As you are aware Carl Anderson, field claims representative, completed a comprehensive investigation your claim. You claimed that you believe our insured, Mr. Conrad Dodge,is responsible for the cost of replacing the porch roof the dented siding and the torn screens because the trees that fell were his. Nelson Insurance has secured a copy of the most recent survey of the properties I have enclosed a copy of those documents.
My review of this matter has come to the same conclusion as Mr. Anderson’s review.Unfortunately, we simply cannot honor your claim the current survey of your property and Mr. Dodge’s property clearly shows that the trees are yours. While I can understand your disappointment you can obviously see these are your trees if you look at the survey. Therefore, Nelson Insurance has determined the following your claim lacks legal standing and our insured is not liable to you in any way.
If you have any further evidence that you wish for me to consider please provide it tome and I will review that information promptly. If you have any questions or concerns I can be contacted at 715-432-4321, ext. 4. I apologize for any inconvenience.
Mee Vue, CPCU, AIC, AIS
Nelson Insurance: Field Claims Manager
Phone: 715-432-4321, ext. 4E
Enclosure: Property Survey Results