| Good morning. Total Insurance. |
| Judy speaking, how may I help you? |
| I recently shipped my belongings from overseas back here to Australia |
| and I took out insurance with your company. |
| Some items were damaged during the move so I need to make a claim. |
| What do I have to do? |
| Okay, well first I need to get a few details about this. |
| Can you give me your name please? |
| Yes. It's Michael Alexander. |
| Okay. And your address, please? |
| My old address or my current one? |
| Your current one. |
| It's 24 Manly Street, Milperra near Sydney. |
| What was the suburb, sorry? |
| Milperra. |
| MILPERRA. |
| Right. |
| Now, who was the shipping agent, Mr Alexander? |
| You mean the company we used? |
| Yes, the company who packed everything up at the point of origin. |
| Oh, it was... erm... |
| First Class Movers. |
| Okay... |
| where were the goods shipped from? |
| China, |
| but the ship came via Singapore and was there for about a week. |
| Don't worry, all of that information will be in the documentation. |
| Now, the dates. |
| Do you know when the ship arrived? |
| It left on the 11th of October |
| and got to Sydney on the 28th of November. |
| Okay. |
| I need one more thing. |
| There's a reference number. |
| It should be in the top right-hand corner of the pink form they gave you. |
| Uh... let me have a look. |
| Uh, yes, here it is. |
| It's 601ACK. |
| Thanks. |
| I need to take down a few details of the actual damage over the phone before you put in a full report. |
| Can you tell me how many items were damaged and what the damage was? |
| Yes, well four things actually. |
| I'll start with the big things. |
| My TV first of all. |
| It's a large one... very expensive. |
| Our insurance doesn't cover electrical problems. |
| It isn't an electrical problem. |
| The screen has a huge crack in it so it's unusable. |
| I see. |
| Any idea of the price to repair it? |
| No. |
| Well, I don't think it can be repaired. |
| It will need a new one. |
| Okay. |
| I'll make a note of that and we'll see what we can do. |
| Now, what was the second item? |
| The cabinet from the bathroom was damaged as well. |
| It's a lovely cabinet, we use it to keep our towels in. |
| And what is the extent of the damage? |
| Well, the back and the sides seem okay |
| but the door has a huge hole in it. |
| It can't be repaired. |
| I'm really not very happy about it. |
| And how much do you think it will cost to replace it? |
| Well, when I bought it last year, I paid $125 for it. |
| But the one I've seen here in Sydney is a bit more expensive, |
| it's $140. |
| Right, and what was the third item? |
| My dining room table. |
| It's a lovely table from Indonesia. |
| It must have been very hot inside the container |
| because one leg has completely split down the middle. |
| The top and the other three look okay, thank goodness. |
| Any idea of the price to repair it? |
| Well, I had an estimate done on this actually because it is a very special table to us. |
| They quoted us $200, which is really pricey |
| so I hope the insurance will cover the total cost. |
| I'm sure that will be fine. |
| What was the last item, Mr Alexander? |
| Well, we have a lovely set of china plates and dishes, |
| you know, with matching cups, saucers, the lot. |
| They were all in the one box which must have got dropped because some plates were broken - six actually. |
| And can you tell me the replacement value of these? |
| Well, it's hard to say because they were part of a set |
| but they can be up to $10 each as it's such a good set. |
| Okay, so that would be around $60 altogether? |
| Yes, that's right. |
| And is that all of the items? |
| Yes. |
| So what do I have to do now? |