The typical bike claim: The customer - a middle-aged lady - calls in and case worker 3 types all
general information about the customer. The claim cannot be closed because the customer did
not have the required information about the specific bike, she had not reported the theft to the
police, the price of the bike was unknown and she did not know the date of purchase. Her reason
to call in was to “check if she has a valid insurance for the claim”. The case workers’ all agreed
that this is a “typical case”. (Shadowing 2)