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'Hi, is that the low value claims call centre?
Yes, how can I help?
My car was only 3 weeks old at the time of the accident and needs £5k worth of repairs, thankfully the third party insurers have outsourced these to one of their preferred repairers so they get a kickback, but my mate who used to be a personal injury Solicitor before the reforms came into force has advised me that I can claim for something called diminution in value.
What?
Diminution in value, it's something to do with the value of my vehicle reducing because of the accident.
Sorry Sir, I've never heard of that and it's not in our (Aviva) training manual so I can't help you I'm afraid, is there anything else I can help you with?
He also mentioned something about gratuitous care, can you help with this at all?
Nope, sorry never heard of it. Anything else?
Yes, I'm due to go away to Las Vegas next week on the holiday of a lifetime, we have been saving for this for two years but I'm worried because my arm is in a sling and I was due to hire a car when we were over there and I'm not sure I am going to be able to do all of the things I wanted.
I'm sorry Sir but I have no idea what you are on about.
My mate said something about loss of holiday enjoyment damages.
Damages? Never heard of them I'm afraid, do you want me to look up the tariff for your neck injury I think it's £225 for a 6 month injury.
But I haven't injured my neck, I've fractured a bone in my wrist and my lower back is killing me, I'm having terrible nightmares and I can sleep at night.
Nightmares? That sounds awful you really should see a doctor Sir.
Is there anything else I can be of assistance with?
Line goes dead.'