When a customer raises a claim that is subsequently declined due to a breach of policy terms and conditions, how would you communicate this decision to the client, and what steps would you take to retain their business?

Question

Accepted Answer

Communicate decision respectfully, explain reasons, offer alternatives, follow up

Communicate decision respectfully and clearly to the client
Explain the reasons for the claim being declined based on policy terms and conditions
Offer alternatives or solutions to address the client's concerns
Follow up with the client to ensure their satisfaction and retain their business

When a customer raises a claim that is subsequently declined due to a breach of policy terms and conditions, how would you communicate this decision to the client, and what steps would you take to retain their business?

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