At this point under no circumstances should you indicate or suggest to your customer that the Insurance Company will pay. That is a matter for them to decide once all the facts have been presented by your customer via a claim form.
There are however certain things the customer must do at the time of loss in order for the policy to respond.
There are three parts to this section which are loss, theft or damage and we have shown below what to do in the three types.
We suggest you advise the customer...
At this point the customer may wish to receive reassurance that they will be paid before replacing the item(s) locally. Under no circumstances should this be given, it is the customer's choice as to whether they wish to replace the items immediately or await the outcome of their claim.
These go together as sometimes it is difficult to know whether an item has simply been lost or whether it has been stolen.
We suggest you do the following: