English speaking lesson · Services & Admin
Courier claim
A parcel you sent has arrived damaged, and you're calling the courier to sort it out. You practice it as a real conversation, at whichever of the four levels fits you — the room and the steps stay the same, only the words get harder.
A call to a courier · you talk to the claims agent
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What you have to do
Report the damage, identify the parcel, describe what's wrong, and agree a resolution. You finish the lesson by getting there in conversation — not by answering questions about it. The tutor never stops to correct you; the feedback appears beside your own messages, and the completion screen collects it all.
How it opens
Hello, courier claims — what's happened with your delivery?
Spoken aloud by the tutor playing the claims agent.
The 5 steps that finish it
A step clears when you say the thing that clears it. The steps are identical at all four levels — only the example line fades, and at Natural there is none at all.
- 01
Report the problem
Say what's happened with the parcel.
“Hello! My parcel is damaged — I sent it last week.”
- 02
Identify the parcel
Give the tracking number or reference.
“The number is 4821.”
- 03
Describe the damage
Describe the damage and what it was worth.
“The box was open, and the cup inside is broken. It cost about $40.”
- 04
Check the claim
Check the claim details are right.
“Yes, that's right.”
- 05
Agree a resolution
Say which resolution you'd prefer, and finish.
“Could I get my money back? Thanks for your help!”
The words, at all four levels
The same room and the same steps, four vocabularies. These are the words the lesson listens for and scores you on — with what each one means and how it sounds when you are talking to the claims agent.
Starter
A1 – A2Simple, everyday words with a full hint on every step.
- parcel
- a wrapped package
- “My parcel is damaged.”
- damaged
- harmed or broken
- “My parcel is damaged.”
- sent
- posted to someone
- “I sent it last week.”
- number
- a set of digits
- “The number is 4821.”
- box
- a container things come in
- “The box was open.”
- inside
- within something
- “The cup inside is broken.”
- cost
- how much something is worth
- “It cost about $40.”
- right
- correct
- “Yes, that's right.”
- money
- cash or funds
- “Could I get my money back?”
- thanks
- a short way to say thank you
- “Thanks for your help.”
Conversational
A2 – B1Common words at a natural pace, with hints to lean on.
- delivery
- goods brought to a destination
- “The delivery arrived damaged.”
- arrived
- reached its destination
- “It arrived damaged.”
- tracking
- following where a delivery is
- “Here's the tracking number.”
- contents
- what's inside something
- “The contents were broken.”
- packaging
- the wrapping something comes in
- “The packaging was crushed.”
- value
- how much something is worth
- “The value was around $40.”
- refund
- money paid back to you
- “Could I get a refund?”
- correct
- right, with no mistakes
- “Yes, that's correct.”
- postage
- the cost of sending something
- “And the postage too?”
- appreciate
- to be grateful for something
- “I appreciate you sorting it.”
Confident
B1 – B2Richer, more specific words, with only light hints.
- consignment
- a batch of goods sent together
- “The consignment was damaged.”
- transit
- the period while goods are being moved
- “It was damaged in transit.”
- compensation
- money paid for loss or harm
- “Am I entitled to compensation?”
- entitled
- having the right to something
- “Am I entitled to a refund?”
- declared
- officially stated in value
- “The declared value was $40.”
- liability
- responsibility for damage or harm
- “Where does liability sit here?”
- retain
- to keep something for later use
- “Should I retain the packaging?”
- assessed
- officially judged or valued
- “How is the claim assessed?”
- sorted
- arranged and settled
- “That's sorted, thanks.”
- appreciate
- to be grateful for
- “I'd appreciate that.”
Natural
B2 – C1Advanced, idiomatic words — no hints at all.
- battered
- badly knocked about and damaged
- “The box arrived battered.”
- smashed
- broken into pieces
- “The contents were smashed.”
- manhandled
- handled roughly and carelessly
- “It's clearly been manhandled.”
- payout
- the money paid to settle a claim
- “What's the likely payout?”
- hassle
- annoying trouble or difficulty
- “It's been a real hassle.”
- goodwill
- kindness beyond what's required
- “Any goodwill on the postage?”
- chase
- to follow up on something (informal)
- “When should I chase it?”
- obliged
- grateful for a favour
- “Much obliged, thank you.”
- sorted
- dealt with and settled
- “Great, that's sorted.”
- cheers
- informal thanks
- “Cheers, appreciated.”
More Services & Admin lessons
- Opening a bank account
- Customer service call
- Making an insurance claim
- Registering at the town hall
- Renewing your ID
- At the tax office
- Visa appointment