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[Music] read the instructions and questions and check your work all recordings are played only once the test is in four sections now turn to section one section one you will hear a conversation between a man and a woman about a home insurance claim first you have some time to look at questions one to five now the full test will begin you should answer the questions as you listen as the recording is not played twice listen carefully to the conversation and answer questions one to five good morning good morning how can i help you i dont know if you remember me i bought my car and home insurance here eight months ago ah yes i remember your face but not your name im afraid oh thats okay so what can i do for you im afraid we had a break in at our house i wasnt very sure how to start the process for the claim so i thought id come back to you i hope thats all right of course im so sorry youve had burglars id be very happy to help so heres a claim form you used clover insurance didn