Page 38 - Business-11

Unit18

Settle Claims

Yoon: What do you think about this kind of crucial matter? We will do our best to settle the claim
because this is our company’s main policy. Of course, we are bound by our contract with you.

Johnson: Well, this claim is a very serious problem on our part, and if I you’ll allow me to be hon-
est with you, then I’ll tell you what’s on my mind.

Yoon: Yes, go ahead, I’d like to hear your suggestion on the claim matter, so that we may take
follow-up actions without delay.

Johnson: Thanks for hearing me out. I think you have to make a special discount of 5% in the total
invoice amount, because we have had considerable difficulties due to the delay in shipment on
the market. We won’t gain anything from the discount, we will just break even considering that
we had delays. We need that discount to get us back on our feet.
Yoon: Sure, I understand your position as to this claim. I will discuss this matter with our direc-
tor. Don’t worry, I’ll do my best to have this discount approved. I support your stand, and I’m
optimistic that it will be approved by the board.

1. Did any of your clients file for claims settlement? Has anyone of your clients
settled claims? What is the usual reason for this?

Sample answer:
Yes, we had a couple of clients who settled for claims because of late deliveries. They were not
so inconvenienced by the late service, but we had to follow what was stated in the contract.

2. Would you consider your claims policy fair and easy to follow?

Sample answer:
Yes, our claims policy is so client-friendly, but it’s also fair to us. I also believe that it’s easy to
follow, because two of our clients who availed themselves of it before, didn’t have any problem
with the process that they had to go through.

3. Do you always provide what your clients ask for in a claims settlement?

Sample answer:
Well, we can only provide what is stated in the contract. We also have to protect ourselves from
abusive clients, so we have to stick to what has been previously agreed on. Besides, all demands
should have been laid out prior to contract signing. All issues should have been addressed too
before the contract is sealed. Hence, we can only give what the contract tells us to give.

38