A total-loss settlement was badly mishandled — a lowball first offer, slow responses — until the policyholder escalated and it was corrected. The file is closed and they were paid fairly. Renewal is in four months. Walk me through your follow-up.

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Stay specific. One example, told well, beats three told fast. Make your decisions visible — what you chose between. End on what changed, for whom.

A total-loss settlement was badly mishandled — a lowball first offer, slow responses — until the policyholder escalated and it was corrected. The file is closed and they were paid fairly. Renewal is in four months. Walk me through your follow-up.

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