The letter below was drafted by a trainee claims handler as an acknowledgement of a first notification of loss. It contains six errors — casual language, wrong terminology, missing professional phrases, or a legally risky statement. Read the letter carefully. For each numbered box below, type the incorrect word or phrase exactly as it appears in the letter. If you identify it correctly, a correction option will appear.
Read the email from the claims department. Then answer the questions below.
Dear Mrs Ahmed,
Re: Claim Reference CL-2026-4471 — Acknowledgement of First Notification of Loss
Thank you for contacting us to notify us of the incident at your property. I am writing to confirm that we have registered your claim and that the claims process is now underway.
We understand that your property suffered damage following an escape of water from a faulty washing machine on the fourteenth of June. We also note that a third party — your neighbour in the flat below — has reported water damage to their ceiling as a result of the same incident.
In order to progress your claim, we ask that you take the following steps as soon as possible. Please photograph all affected areas before moving or cleaning anything, as this will provide important evidence to support your claim. Please also retain any receipts or invoices for items that have been damaged.
Please be aware that your policy is subject to an excess of two hundred and fifty pounds, which will be deducted from any settlement we make.
An assessor will be in contact with you within three working days to arrange a convenient time to visit the property and assess the damage. Your claim reference number is CL-2026-4471. Please quote this number in all future correspondence with us.
If you have any questions in the meantime, please do not hesitate to contact your claims handler directly.
Yours sincerely,
Claims Registration Team
The email uses formal professional language. For each informal phrase below, select its formal equivalent from the email.
The informal version is shown in italics. Choose the correct formal version from the dropdown.
Complete the conversation between the claims handler and Mrs Ahmed. Choose the correct word or phrase for each gap.
The email below was written by a trainee claims handler. It contains six errors — wrong vocabulary, wrong register, or unprofessional phrasing. Read the email carefully. For each of the six numbered boxes below, type the incorrect word or phrase exactly as it appears in the email. If you identify it correctly, a correction option will appear.
Dear Mrs Ahmed,
Thanks for letting us know about the flood at your house. We have opened up a case for you.
We understand that your washing machine leaked and caused damage to your kitchen. We also know that your downstairs neighbour has been affected.
Please take some photos of the damage and keep your receipts. Also, we confirm that the flood was caused by your faulty washing machine, so the claim will definitely be paid.
Your policy has an excess of two hundred and fifty pounds, which will be knocked off your payment.
Someone will be in touch within three working days to arrange a visit. Your case number is CL-2026-4471.
Give us a ring if you need anything.
Best,
Claims Team
There are 6 errors. For each one, type the incorrect word or phrase exactly as it appears in the email above, then click Check. If correct, a correction option will appear.
Listen to the assessor calling Mrs Ahmed to arrange the visit. Then answer the questions below.
Each sentence is from the conversation. One word or phrase is missing. Listen and type it.
| Section | Score | Out of |
|---|---|---|
| 1 – Vocabulary Matching | – | 10 |
| 2 – Reading Comprehension | – | 5 |
| 3 – Language Focus | – | 8 |
| 4 – Conversation Practice | – | 10 |
| 5 – Error Correction | – | 6 |
| 6a – Listening: Comprehension | – | 5 |
| 6b – Listening: Gap Fill | – | 5 |
| Total | – | 49 |
Complete all sections to see your total score.