Claim Letter &

its Response
 What is a Claim
"A demand for something due or believed to be due“
Legal demand or assertion by a claimant for
compensation, payment, or reimbursement for a loss
under a contract, or an injury due to negligence.

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 What is a Claim
Letter

A claim letter is a request for adjustment. When writer ask

for something to which they think they are entitled to
refund, replacement, exchange, payment for damages and
so on.

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 Types of Claim Letter
• Merchandise claims
• Amounts of money claims
• Service claims
• So on

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 Rules for Writing Claim
Letter
• Explain carefully and tactfully
• Indicate necessary details.
• Indicate the loss or inconvenience suffered.
• Don’t exaggerate claims.
• Share your suggestions.
• Avoid accusing or threatening expressions.

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 Main Elements of Claim
Letter
Core elements
• Clear explanation of the complaint.
• Explanation of shortcomings faced.
• Appeal to honesty and fairness.
• Statement of what you expect in return.

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 Main Elements of Claim
Letter
Preciseness
• Details about the defectiveness of a product or the fault in service
received.
• Include date and time.
• Receipt or order number.
• Other details.

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 Main Elements of Claim
Letter
Clarity
• Reader gets what the writer want

Recipient
• Address to the head of unit or department

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 Tips for Effective Claim
Letter
• Tone should be at least business casual level.
• Make your claim accurately and tactfully.
• Kindness goes a long way

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 Tips for Effective Claim
Letter
• For products
• Product name
• Date of purchase
• Date of arrival
• Amount paid
• Model number
• Color and size

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Example - 1 Claim Letter

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Example - 2 Claim Letter

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Example - 3 Claim Letter

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 Response to Claim Letter
Response to claim letter is a written response from a
representative of a business or agency to a writer's claim
letter. It explains how a problem with a product or service
may (or may not) be resolved.

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 Guidelines for Response
• Be polite and formal in the tone of the letter.
• Mention the previous letter you received.
• Give a brief yet concise response to the claim letter sent
to you.
• End on a positive and courteous tone.

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 Effective Response
• If your business has received a claim letter from a
customer, you'll want to handle your response
diplomatically and with the proper "you attitude" to quickly
and effectively repair or prevent any damage to your
reputation.
• Even if the complaint can't be resolved exactly as the
customer wishes or you have to give bad news, you want
to still take a positive, professional tone. 

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 Effective Response
• Be careful to never promise something your company
can't deliver (or a deadline you can't meet), or that will only
compound the problem. Convey to your customer that you
do have his or her interest in mind, and keep the door
open to keep their business and for better success in the
future.

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Example Response

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 Tips for denying a Claim
Letter
• Open with regret to deny the claim.
• State the reasons for denying.
• Include information that can get claim approved.

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 Tips for denying a Claim
Letter
• Include relevant resubmission or appeal dates.
• Add the contact details for appeal.
• Reiterate your willingness to discuss the issue further.
• Close the letter by stating value of the writer.

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THANK YOU!
ANY QUESTIONS?