What Not to Say: Claims Edition

This overview emphasizes best practices for communicating with customers during the claims process, highlighting phrases to avoid and appropriate alternatives to ensure professionalism and clarity.

Purpose:
Equip moving staff with guidance on handling claims-related conversations, protecting both the customer and the moving team.

Key Guidelines:

• What NOT to Say:

  • “You don’t have to read it all. Just sign here.”

  • “Checking off all items will take too long.”

  • “There’s no need to note damages now; just claim it later.”

  • “If you make a claim with head office, it will come out of my paycheck.”

  • “If you don’t sign, I won’t get paid.”

• What TO Say Instead:

  • “Is there anything I can clarify for you?”

  • “Please take your time to check your belongings, and let us know if we should slow down.”

  • “Please note any damages or exceptions on your bingo sheet, inventory, or Damage/Loss Report.”

  • “I’ll provide you with the Claims Services contact information so you can submit your claim.”

  • “For further questions, contact your sales representative or Atlas Van Lines Canada.”

  • “If you have any additional questions, you can also reach out to the Atlas Canada Claims team at csad@atlasvanlines.ca.”

Key Takeaway:
Guide the customer calmly, give them control over documenting damages, and provide clear instructions for submitting claims. This approach maintains professionalism, prevents misunderstandings, and protects both the member and the moving team.