One of your long-time policyholders gets into a multi-car accident while driving home from work one night on a rainy, slick road. After taking a few slow, deep breaths, she makes sure she's unhurt, then climbs out of the car to check on the other driver. Thankfully, everyone's unscathed. If only her car were so lucky. The passenger-side front quarter panel is smashed so badly that the front wheels can't even move. Driving the car is obviously out of the question.

She immediately pulls out her cell phone and calls 911 to notify the police. Then she reaches into her purse to find the wallet card from her insurance company that lists the 24-hour claim reporting hotline number. She dials, and a live voice picks up after just two rings and greets her with words of assurance, “Thank you for calling ABC Insurance's claim reporting line. How can I help you?”

Your policyholder identifies herself so that the customer service representative (CSR) can find the policy information using the claim reporting software on his computer. Your customer then launches into a detailed account of the accident, including the fact that her car is not drivable. Noticing that the policyholder is eligible for emergency roadside assistance, the CSR confirms the whereabouts of the accident and dispatches a tow truck to the scene.