UK Injury Claims Project Cold Calling Script

Script – Injury Claims (UK)

Opening:

Hello…

Am I speaking with Mr. or Mrs. XYZ? (If Yes… Then Introduction)

Introduction:

Mr. / Mrs. XYZ. My name is ABC and I am calling you from Road Traffic Collision Department.

Presentation:

We have been informed that, someone from your address has sustained injuries in an accident, and the person is still looking for compensation. Is this true?

[If customer says NO; Our record shows that someone was involved in accident from your address. Do you remember any accident in last 3 years, it could be anyone from your family member? If customer still says NO; I am talking about that accident in which someone hit in to your car from back or from the side. If still say NO; then close the call.]

Probing & Discovery:

If YES: Oh I am sorry to hear that, so can you confirm the date of accident? [2 Years limitation is preferred however maximum time for a claimable injury is within last 33-34 months. If case is older than 34 months; close the call.]

Explanation:

Mr. / Mrs. XYZ. You are eligible to get a minimum compensation of two thousand pounds to three thousand pounds (£2000 - £3000) for your personal injuries or damages. You will not pay anything for claim. And you will receive your compensation amount within 4-6 weeks. Alright?

Now, can you please tell me how was the accident happened?

Can you tell me what exactly happened in that accident? (like you were moving or stationary on a roundabout or on a junction or on a signal)

Were you alone in the car or you had some passengers with you?

What sort of injuries you sustained in that accident? [Ask in details about the injuries.]

Who paid for your car damages? [You can confirm it when you are not clear that who was on fault.]

Did you attend the GP or Hospital? [Continue even if client says NO]

I need a bit more co-operation from your side. I’d note down some important information. That’s how your case will be ready for claim. OK?

Collect following information from client:

CLIENT’S DETAILS:

-          Full legal name (first and last, as it appears on his driving license or other ID’s)

-          Shipping Address, with apartment/suite number, and postal code

-          Existing Cell phone number (if any), or an alternate number

-          Existing home phone number

-          Date of Birth

-          Car Make & Model

-          Car Registration

-          Name of insurance company

-          GP Details [If attended]

o    Name of GP

o    Hospital/Clinic Name

o    Address

I believe you must have the third party details with you. Right? [If NO, Try to recall may you would have written in your diary or somewhere else?]

(If YES, then take these details)

THIRD PARTY DETAILS:

-          Third Party Details

o    Names

o    Contact Number

o    Insurance Company Name

o    Car Registration Number/Driving License Number

Transfer the call or set an appointment.  

Transfer for verification:

Alright, I am now transfering my call to my Senior Claim Investigator who’ll guide in a better way to pursue your claim. OK?

[Get a YES, and then proceed. If customer refuses then set an appointment for paper department.]

Appointment for paper department:

Someone from my paper department may give you a ring, so what time suits you the best when they ring you? [Get a call back time and proceed.]

I am going to set the same time for our solicitor firm. You will receive the call from one of our solicitor who is going to pursue your case. I am confident that you will receive maximum compensation amount as soon as possible.

Closing:

I really appreciate your time with me. Take care [wait… until client says bye]

[Never hung up the call before your client]

… bye … bye …

[For security reasons you can issue dummy reference number to each case; so that client should not share information with any other than your own law firm. e.g. BZ8162]

ROAD TRAFFIC COLLISION DEPARTMENT

Address: 19 Rea Street South, Digbeth, Birmingham

Postal Code: B5 6LB

CALL BACK NUMBER

IN PROCESS... COMING SOON  (0121) – XXX XXXX