Simulation: Handle a Disputed Fire Claim
Maame Akua runs a provisions shop in Kejetia Market, Kumasi. She holds a fire and burglary policy with a sum insured of GHS 80,000 for stock and GHS 20,000 for fixtures/fittings. Premium is GHS 1,200/year, fully paid.
Three days ago, a fire broke out in the market at approximately 2 AM, destroying her shop and six neighbouring shops. The Ghana National Fire Service report attributes the fire to an electrical fault in a shop two units away. Maame Akua is claiming the full GHS 100,000.
However, you notice the following: the policy was taken out only 5 weeks ago; she cannot provide receipts for stock valued above GHS 30,000; and a neighbouring trader (off the record) suggests her shop had been struggling financially.
Initial Response: The First Call
Write exactly what you would say to Maame Akua in your first phone call after she notifies the claim.