One of your long-time policyholders gets into a multi-caraccident while driving home from work one night on a rainy, slickroad. After taking a few slow, deep breaths, she makes sure she'sunhurt, 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 thefront wheels can't even move. Driving the car is obviously out ofthe question.

She immediately pulls out her cell phone and calls 911 to notifythe police. Then she reaches into her purse to find the wallet cardfrom her insurance company that lists the 24-hour claim reportinghotline number. She dials, and a live voice picks up after just tworings and greets her with words of assurance, “Thank you forcalling ABC Insurance's claim reporting line. How can I helpyou?”

Your policyholder identifies herself so that the customerservice representative (CSR) can find the policy information usingthe claim reporting software on his computer. Your customer thenlaunches into a detailed account of the accident, including thefact that her car is not drivable. Noticing that the policyholderis eligible for emergency roadside assistance, the CSR confirms thewhereabouts of the accident and dispatches a tow truck to thescene.