Study "Improving insurance claim forms"

Scenario: Stolen backpack

Below it is described how your backpack was stolen when you went on a holiday to Europe. Please read the scenario, and try to imagine this happened to you. You do not have to memorize the text, it will be available while filling in the insurance form.

[Paragraph below shown in the "objective reject" condition.]

You and your partner have just been on a five-week holiday to Europe (from the 8th of February 2014 to the 16th of March 2014). You travelled around by train and stayed in hotels in several cities in both France and Italy. The journey started in Paris, after which you spent some time at the coast in the south of France (Marseille) before travelling to Italy, where you visited Milan and Rome. From Rome you and your partner flew back home to the United States (New York, JFK airport).

[Paragraph below shown in the "subjective reject" and "accept" conditions.]

You and your partner have just been on a three-week holiday to Europe (from the 22th of February 2014 to the 16th of March 2014). You travelled around by train and stayed in hotels in several cities in both France and Italy. The journey started in Paris, after which you spent some time at the coast in the south of France (Marseille) before travelling to Italy, where you visited Milan and Rome. From Rome you and your partner flew back home to the United States (New York, JFK airport).

[Remainder of this text was shown to all participants.]

Unfortunately, on the last day (the 15th of March, 2014), your backpack was stolen. You and your partner were having one last pizza for lunch in a restaurant before travelling to the airport to fly back home. The restaurant, Ristorante Pizzeria il Secchio, was located close to the Termini train station in Rome (Via Daniele Manin, 30/40, 00185 Rome Italy), from where you were planning to take a train to the airport. Because the weather was so nice, you were having lunch outside at a little deck between the restaurant and the street. The deck was shielded off from the street with a 3-foot high fence. You and your partner arrived at the restaurant around 1pm and left around 2.30pm. Upon arrival, you had stacked your suitcase and backpack on top of each other in the corner behind your table, so it would not get in the way. After paying for lunch, you wanted to gather your belongings, and only then you noticed that the backpack was missing. You and your partner looked everywhere in the restaurant, and asked the staff and other customers, but no one had seen what had happened to the backpack. The staff kindly directed you to the nearest police station, where you filed a report of your stolen backpack. As part of the police report, you created a file of items that were in the backpack when it was stolen.

This list involved a photo camera (Canon EOS Rebel T3, $220, 2013), a tablet (Ipad Air, $500, 2013), two travel guides (DK Eyewitness Travel Guide: France, $22, 2014; DK Eyewitness Travel Guide: Italy, $22, 2014), sunscreen (L’Oreal Paris SPF 50, $10, 2014), sunglasses (Ray-Ban Aviator sunglasses, $155, 2012) and a sweater (brand and price unknown, 2011).

After filing the police report, you managed to catch your flight and returned safely to the United States. Upon return, you contacted your travel insurance company to file a claim for the stolen backpack, which you will now fill in.


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