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Insurance & brokers
The claim that went quiet
and the customer who gave up
A claim is a customer at their worst moment. What decides whether they renew is rarely the outcome — it is whether anyone told them what was happening. Those calls are patient, apologetic and completely invisible to a sentiment score.
What goes wrong here
The calls worth a manager's attention
None of these sound like a problem while they are happening. That is exactly why they survive a QA sample and a sentiment threshold.
The update that was promised
A customer is told they will be called once the assessor reports. The report lands and nobody rings.
“Ring us back” instead of a callback
Putting the burden of chasing onto a customer mid-claim is where trust is lost, and it never sounds rude on the call.
Repeat contact on one claim
Three calls about a claim that has not moved is a measure of your process, not of the customer's patience.
Cover explained inconsistently
Two different answers about what is covered, given by two different people, is a dispute forming.
Renewals handled as admin
A renewal call where the customer hints they are shopping around is a retention conversation nobody flagged.
Hardship and vulnerability
A customer describing financial hardship or distress needs a documented, consistent response every time.
Worked examples
Same situation, opposite verdicts
Illustrative composites, not real customer calls.
| What happened on the call | Verdict | Why |
|---|---|---|
| Insurer's assessor is delayed. The broker rings the customer, explains and gives a new date. | Not flagged | A third party's delay, handled properly. |
| Assessor report arrives. The customer was promised a call and is not called; they ring a week later. | Flagged | Limb (b) — your promise, not kept. |
| Customer is angry about the insurer's decision. Your team explains the reasons and the dispute options. | Not flagged | Frustration aimed at a third party, handled well. |
| Customer rings a third time about a claim with no movement and no owner. | Flagged | Repeat contact on one matter. |
| Customer is told a different excess than they were told last week. | Flagged | Limb (a) — your inconsistency, their confusion. |
| At renewal the customer mentions they have a cheaper quote; your team reviews the cover with them. | Not flagged | Handled. A retention conversation that actually happened. |
| At renewal the customer mentions a cheaper quote and is simply told the premium is the premium. | Flagged | Limb (b) — a customer signalling churn, with no response. |
Deliberately ignored
What will not reach a manager
Refusing to report other people's problems is what keeps the alerts worth opening.
- An insurer's decision your team explained accurately
- Assessment timeframes outside your control, where the customer was kept informed
- A premium increase driven by the insurer and communicated clearly
- Calls between your office and insurers, assessors or repairers
Scope, stated plainly. WiseSentry reviews service conduct on recorded calls. It does not assess policy decisions, underwriting or claims merit, and it is not a regulatory compliance or monitoring tool. Your obligations under your licence and industry codes remain yours.
See which claims went quiet
We will show you the promised updates that were never made, and the renewal calls where a customer told you they were leaving.