100 calls reviewed. 34 passed every check.
A review of 100 intake and sign-up calls from an example claims management phone team, scored against FCA CMCOB rules and the Consumer Duty, with the moments that matter quoted and timestamped.
01Summary
What's working
- Pressure and misleading statements are rare and concentrated in three advisers, not the whole floor.
- Your two best compliant advisers sign more cases than the floor average, not fewer.
- Almost every customer expected the call.
What needs fixing first
- The third-party payments statement is missed on 29 calls.
- Fees are explained clearly on only two in three signed cases.
- Five vulnerable customers were taken through sign-up without any adjustment.
02Scorecard by requirement
Each check is tested on the calls where it applies. Written disclosures are outside this review; we test what was said on the call.
| What we check | Requirement | Applied | Pass rate |
|---|---|---|---|
| Third-party payments statement at the start of the call | CMCOB 2.2.8R | 100 | |
| Told they can claim for free without a CMC, where a free route exists | CMCOB 2.2.8R | 38 | |
| Fees explained clearly, with an example | CMCOB 4.2.5R | 41 | |
| 14-day cancellation right explained | CMCOB 2.1.12R | 41 | |
| No high-pressure selling | CMCOB 2.1.4R | 100 | |
| Fair, clear, not misleading. No unproven promises about outcome or speed | CMCOB 3.2.1R, 3.2.6R | 100 | |
| Vulnerability recognised and responded to | CMCOB 2.1.2R · Consumer Duty | 11 | |
| Customer understanding checked before sign-up | Consumer Duty | 41 | |
| Customer expected the contact | PECR reg. 21A | 100 |
03The moments that matter
Every flag links back to the exact moment in the call, so your team can listen and decide. We flag; people decide.
If we don't get this signed today the window closes, so let's just do it now.
Why it matters: the customer asked for time to think at 00:08:55. There is no deadline on this claim. Likely high-pressure selling under CMCOB 2.1.4R.
Honestly, it won't cost you a penny either way.
Why it matters: the agreement carries a success fee. The fee was never explained on the call, and the statement is misleading if the claim succeeds (CMCOB 3.2.1R, 4.2.5R).
Since the accident I've been on medication and I'm struggling to take things in.
Why it matters: the adviser carried on to sign-up without checking understanding, slowing down or offering to send details and call back (CMCOB 2.1.2R, Consumer Duty).
Before we go any further, I want to be clear about what we charge and what you'd keep if the claim succeeds.
Why it matters: fees explained before outcome was discussed. The customer asked two questions, understood the answers and signed. This is the line to coach.
04Compliant sales: what your best advisers do
Being fair didn't cost sales. On these calls the advisers who did it properly signed more.
Behaviours to make standard
- Explain the fee before talking about what the claim might be worth.
- Ask how the accident has affected them, in their words, in the first three minutes.
- Recap and confirm understanding before asking for sign-up.
- When a customer hesitates, offer to send the details and book a callback.
Coaching priorities
- Adviser 06: pressure and vulnerability handling. Listen to C-0417 and C-0388 together.
- Advisers 03 and 07: fee explanations.
- Whole floor: the third-party payments statement in the opening.