1Good morning. Total Insurance.
2Judy speaking, how may I help you?
3I recently shipped my belongings from overseas back here to Australia
4and I took out insurance with your company.
5Some items were damaged during the move so I need to make a claim.
6What do I have to do?
7Okay, well first I need to get a few details about this.
8Can you give me your name please?
9Yes. It's Michael Alexander.
10Okay. And your address, please?
11My old address or my current one?
12Your current one.
13It's 24 Manly Street, Milperra near Sydney.
14What was the suburb, sorry?
15Milperra.
16MILPERRA.
17Right.
18Now, who was the shipping agent, Mr Alexander?
19You mean the company we used?
20Yes, the company who packed everything up at the point of origin.
21Oh, it was... erm...
22First Class Movers.
23Okay...
24where were the goods shipped from?
25China,
26but the ship came via Singapore and was there for about a week.
27Don't worry, all of that information will be in the documentation.
28Now, the dates.
29Do you know when the ship arrived?
30It left on the 11th of October
31and got to Sydney on the 28th of November.
32Okay.
33I need one more thing.
34There's a reference number.
35It should be in the top right-hand corner of the pink form they gave you.
36Uh... let me have a look.
37Uh, yes, here it is.
38It's 601ACK.
39Thanks.
40I need to take down a few details of the actual damage over the phone before you put in a full report.
41Can you tell me how many items were damaged and what the damage was?
42Yes, well four things actually.
43I'll start with the big things.
44My TV first of all.
45It's a large one... very expensive.
46Our insurance doesn't cover electrical problems.
47It isn't an electrical problem.
48The screen has a huge crack in it so it's unusable.
49I see.
50Any idea of the price to repair it?
51No.
52Well, I don't think it can be repaired.
53It will need a new one.
54Okay.
55I'll make a note of that and we'll see what we can do.
56Now, what was the second item?
57The cabinet from the bathroom was damaged as well.
58It's a lovely cabinet, we use it to keep our towels in.
59And what is the extent of the damage?
60Well, the back and the sides seem okay
61but the door has a huge hole in it.
62It can't be repaired.
63I'm really not very happy about it.
64And how much do you think it will cost to replace it?
65Well, when I bought it last year, I paid $125 for it.
66But the one I've seen here in Sydney is a bit more expensive,
67it's $140.
68Right, and what was the third item?
69My dining room table.
70It's a lovely table from Indonesia.
71It must have been very hot inside the container
72because one leg has completely split down the middle.
73The top and the other three look okay, thank goodness.
74Any idea of the price to repair it?
75Well, I had an estimate done on this actually because it is a very special table to us.
76They quoted us $200, which is really pricey
77so I hope the insurance will cover the total cost.
78I'm sure that will be fine.
79What was the last item, Mr Alexander?
80Well, we have a lovely set of china plates and dishes,
81you know, with matching cups, saucers, the lot.
82They were all in the one box which must have got dropped because some plates were broken - six actually.
83And can you tell me the replacement value of these?
84Well, it's hard to say because they were part of a set
85but they can be up to $10 each as it's such a good set.
86Okay, so that would be around $60 altogether?
87Yes, that's right.
88And is that all of the items?
89Yes.
90So what do I have to do now?