An insurance claims officer interviews a driver involved in a multi-vehicle motorway rollover regarding accident circumstances, liability, and injury compensation.
- Claims Officer · turn 1
Good morning, Ms Liu. I’m calling about the motor vehicle claim you lodged last week. I’ve read the police report, but I need to get a detailed account from you directly. Could you start by telling me exactly what happened before the collision?
劉女士，早安。我致電給您是關於您上週提交的汽車保險索賠。我已經看過警方的事故報告，但我需要直接聽您詳細敘述。您可以先告訴我碰撞發生前究竟發生了甚麼事嗎？
- Ms Liu · turn 2
好的。那天下午雨下得很大，路面非常滑。我當時在高速公路中間的車道上正常行駛，前面的車突然減速，所以我也跟著踩了煞車。就在這個時候，後面一輛車直接撞上了我的車尾。
Sure. It was raining heavily that afternoon, and the road was very slippery. I was driving normally in the middle lane of the motorway. The car in front suddenly slowed down, so I applied the brakes too. Just at that moment, a car behind crashed straight into the back of mine.
- Claims Officer · turn 3
So, initially, it was a rear-end collision. According to the report, your vehicle then hit another object and flipped over. Can you describe what happened immediately after you were struck?
所以起初是一宗追尾事故。根據報告，您的車輛隨後撞上了另一個物體並翻車了。您能描述一下被撞後緊接著發生了甚麼事嗎？
- Ms Liu · turn 4
後面的車撞得很重，我的車一下子失去了控制，先向右邊打滑，然後撞上路邊的防撞護欄。撞上護欄之後，車翻到了側面。我當時整個人都嚇懵了，只記得安全氣囊彈了出來。
The car behind hit me very hard, and my car suddenly spun out of control. It skidded to the right first and then crashed into the crash barrier on the side of the road. After hitting the barrier, the car rolled onto its side. I was completely terrified and in shock; all I remember was the airbags deploying.
- Claims Officer · turn 5
That sounds consistent with what the police recorded. They’ve classified it as a rollover following a rear-end collision. Fortunately, it wasn’t a head-on collision, because at motorway speeds the consequences could have been much more serious.
這與警方的記錄一致。他們將此定性為追尾後導致的車輛側翻事故。幸好這不是迎面相撞，因為以高速公路的車速，後果可能會嚴重得多。
- Ms Liu · turn 6
是的，我現在想起來還是很害怕。而且當時不只是我們兩輛車，後面好像又有幾輛車撞到了一起。我不知道那算不算連環撞車。
Yes, I still feel frightened whenever I think about it now. And at that time, it wasn't just our two vehicles—several cars behind also seemed to crash into each other. I don't know if that counts as a pile-up.
- Claims Officer · turn 7
Yes, it developed into a small pile-up. One vehicle apparently swerved to avoid your car and was struck broadside by another vehicle. Police are investigating the sequence of collisions because it isn’t yet clear whether one driver caused the entire incident.
是的，事故演變成了一場小型的連環相撞。顯然有一輛車為了避開您的車而轉向，結果被另一輛車從側面撞擊。警方正在調查碰撞的先後順序，因為目前尚不清楚是否由同一名司機引發整宗事故。
- Ms Liu · turn 8
那是不是說現在還不能確定到底是誰的責任？我一直以為從後面撞我的那個司機肯定是過錯方。
Does that mean it's still not certain who is at fault? I've always assumed that the driver who rear-ended me was definitely the party at fault.
- Claims Officer · turn 9
He may well be primarily at fault, but we can’t make a final liability decision until the investigation is complete. We also need to consider whether there was any contributory negligence by the other drivers involved.
他很可能是主要責任方，但在調查完成之前，我們無法作出最終的責任認定。我們還需要考慮其他涉事司機是否存在任何共同過失。
- Ms Liu · turn 10
「共同過失」是甚麼意思？是不是說就算別人撞了我，我也有可能要承擔一部分責任？
What does 'contributory negligence' mean? Does it mean that even though someone crashed into me, I might still have to bear part of the responsibility?
- Claims Officer · turn 11
Potentially, yes. Contributory negligence means that an injured person may have contributed to the accident or to the extent of their loss. For example, if evidence showed that you were speeding, changing lanes unsafely or following another vehicle too closely, your compensation could potentially be reduced.
有可能，是的。共同過失是指受害人可能對事故的發生或自身損失的擴大負有責任。例如，如果證據顯示您當時超速、未安全變換車道或跟車太近，您的賠償金額可能會相應減少。
- Ms Liu · turn 12
可是我沒有超速，也沒有突然換車道。我只是看到前面的車減速，所以正常踩煞車。而且警方在現場也問過我，我把當時的情況全部告訴他們了。
But I wasn't speeding, nor did I change lanes abruptly. I only saw the car ahead slowing down, so I applied the brakes normally. Besides, the police questioned me at the scene, and I told them everything that happened.
- Claims Officer · turn 13
That’s helpful. Were there any independent witnesses? A witness who wasn’t involved in the crash can be particularly useful when there are conflicting accounts from different drivers.
這很有幫助。現場有沒有獨立目擊證人？當不同司機的說法存在分歧時，沒有捲入撞車事故的目擊證人會特別有用。
- Ms Liu · turn 14
有。有一位先生當時開車經過，他看到後面的車撞上我。他把車停在安全的地方，然後過來幫忙。他還打了急救電話，後來也把姓名和電話留給了警察。
Yes. There was a gentleman driving past at the time who saw the car behind hit me. He parked his car in a safe spot and came over to help. He also called for an ambulance, and later gave his name and phone number to the police.
- Claims Officer · turn 15
Excellent. We’ll contact him as part of our investigation. The police report also says that a first responder reached you before the ambulance arrived. Do you remember receiving any treatment at the scene?
太好了。作為調查的一部分，我們會聯絡他。警方報告還提到，在救護車抵達之前，有一位第一現場急救人員先照料了您。您還記得在現場接受過任何救治嗎？
- Ms Liu · turn 16
記得。有一個懂急救的人先過來幫我，他叫我不要亂動，因為我當時脖子和肩膀都很痛。過了一會兒，救護人員到了，他們幫我檢查，然後把我從車裡弄出來。
I remember. Someone who knew first aid came to help me first. He told me not to move around because my neck and shoulders were hurting badly. After a while, the paramedics arrived; they examined me and then helped me out of the car.
- Claims Officer · turn 17
The ambulance officers noted neck pain, dizziness and tenderness around your left shoulder. The paramedics then transported you to the emergency department. Were you admitted to hospital?
救護人員記錄了您有頸部疼痛、頭暈以及左肩壓痛。隨後救護人員將您送往了急診室。您當時有辦理住院嗎？
- Ms Liu · turn 18
沒有住院。我在急診室做了檢查，醫生說沒有骨折，但是可能有頸部扭傷和軟組織損傷。他讓我回家休息，如果頭痛或者暈眩變得更嚴重，就馬上回醫院。
I wasn't admitted. I had some tests done in the emergency department, and the doctor said there were no fractures, but there might be neck strain and soft tissue injuries. He told me to go home and rest, and if the headaches or dizziness got worse, to return to the hospital immediately.
- Claims Officer · turn 19
Have you had any ongoing symptoms since the crash? This is important because compensation can include reasonable medical expenses and, depending on the circumstances, loss of income resulting from accident-related injuries.
車禍之後，您是否一直有持續的症狀？這一點很重要，因為賠償可以涵蓋合理的醫療費用，並且視情況而定，還可以包括因車禍受傷所造成的收入損失。
- Ms Liu · turn 20
我的脖子現在還是很僵硬，而且晚上睡覺的時候肩膀會痛。我是一名美容師，工作時要長時間站著，也經常要抬手，所以醫生建議我至少休息兩個星期。我已經因此少了不少收入。
My neck is still very stiff, and my shoulder hurts when I sleep at night. I'm a beautician, and my job requires me to stand for long hours and frequently raise my arms, so the doctor advised me to rest for at least two weeks. I've already lost quite a bit of income because of this.
- Claims Officer · turn 21
Please keep your medical certificates, treatment invoices and evidence of your usual earnings. We’ll need those documents when assessing your claim. Have you returned to your GP or received physiotherapy since the accident?
請保留您的醫療證明、治療費用發票以及您平日收入的證明。在評估您的索賠時，我們需要這些文件。車禍之後，您有去複診看全科醫生或接受物理治療嗎？
- Ms Liu · turn 22
我昨天去看了家庭醫生，他給我開了物理治療的轉介。我下星期第一次去做治療。這些費用是不是都可以要求賠償？
I went to see my GP yesterday, and he wrote me a referral for physiotherapy. I'm having my first session next week. Can all these expenses be claimed for compensation?
- Claims Officer · turn 23
They may be claimable if they’re considered reasonable, necessary and related to injuries caused by the accident. However, I can’t guarantee reimbursement until we’ve assessed the supporting documents and determined liability.
如果這些費用被認定為合理、必要，且與車禍造成的傷勢相關，是有可能獲得賠償的。但是，在我們評估證明文件並判定責任歸屬之前，我無法保證予以報銷。
- Ms Liu · turn 24
我明白。那我的車怎麼辦？拖車公司的人說車損得非常嚴重，可能根本不值得修了。我才買了這輛車兩年。
I understand. Then what about my car? The tow truck operator said the damage is very severe, and it might not even be worth repairing. I've only had this car for two years.
- Claims Officer · turn 25
Our assessor has inspected it. There’s substantial structural damage from the impact with the crash barrier and the rollover. At this stage, it’s likely to be declared a total loss rather than repaired.
我們的定損員已經檢查過了。與防撞護欄的撞擊以及翻車造成了嚴重的結構性損壞。在現階段，它很可能會被判定為全損（報廢），而不是進行維修。
- Ms Liu · turn 26
如果車子報廢了，你們是不是直接按照我當時買車的價格賠給我？
If the car is written off, will you compensate me directly based on the price I originally bought the car for?
- Claims Officer · turn 27
Not necessarily. The settlement depends on the type of cover you purchased. Your policy is based on an agreed value, so if the vehicle is declared a total loss, we’ll calculate the settlement according to that agreed amount, subject to the policy terms and any applicable excess.
不一定。賠付金額取決於您購買的保險保障類型。您的保單是以約定價值為基礎的，因此如果車輛被認定為全損，我們將根據該約定金額計算理賠金，並受保單條款及任何適用的自付額約束。
- Ms Liu · turn 28
可是如果最後調查證明是後面的司機全責，為甚麼我還需要付自付額？這場事故根本不是我造成的。
But if the investigation ultimately proves that the driver behind was fully at fault, why would I still need to pay an excess? This accident wasn't my fault at all.
- Claims Officer · turn 29
If we establish that you weren’t at fault and we can identify and recover the loss from the responsible driver, the excess may be waived or refunded in accordance with your policy. That’s one reason we need to complete the investigation before finalising the claim.
如果我們確認您沒有責任，並且能夠查明責任司機的身分並向其追償損失，那麼根據您的保單條款，自付額可以免除或退還。這就是我們需要在結案前完成調查的原因之一。
- Ms Liu · turn 30
那大概要調查多久？我現在沒有車，上班和去做物理治療都很不方便。我也不想這件事情拖幾個月都沒有結果。
Roughly how long will the investigation take? I don't have a car now, so getting to work and going to physiotherapy are very inconvenient. I don't want this matter to drag on for months without any outcome either.
- Claims Officer · turn 31
I understand. Because several vehicles were involved, it’s more complicated than a simple fender-bender. We need statements from the drivers and witnesses, the police findings, photographs of the scene and the damage assessments. If there are conflicting versions of events, it may take longer.
我理解。由於涉及多輛車，這比普通的輕微碰擦要複雜得多。我們需要涉事司機和目擊證人的陳述、警方的調查結論、現場照片以及車損評估報告。如果各方的說法存在衝突，調查可能需要更長的時間。
- Ms Liu · turn 32
好吧。我手機裡還有事故現場的照片，包括我的車撞上護欄之後的位置，還有後面那輛車的車頭。我可以把這些照片發給你們。
All right. I still have photos of the accident scene on my phone, including where my car ended up after hitting the crash barrier, and the front of the car behind me. I can send these photos to you.
- Claims Officer · turn 33
Yes, please upload them through the claims portal. Don’t alter or delete the original files, as the date and time information may assist the investigation. If you have dashcam footage, we’d like that as well.
好的，請通過理賠專用網站上傳。請不要修改或刪除原始檔案，因為拍攝日期和時間的資訊可能有助於調查。如果您有行車記錄器的錄影，我們也希望能一併提供。
- Ms Liu · turn 34
我自己的車沒有行車記錄儀，不過那位目擊者說他的車上有。他好像已經告訴警察了，所以你們可以問問他。
My own car doesn't have a dashcam, but that witness mentioned he had one in his car. He seemed to have already told the police, so you can ask him about it.
- Claims Officer · turn 35
That could be very useful. If the footage clearly shows the initial collision, it may help us determine fault and whether contributory negligence applies to any of the parties.
那會非常有用。如果錄影清楚顯示了最初的碰撞情況，將有助於我們判定責任歸屬，以及各方當事人是否存在共同過失。
- Ms Liu · turn 36
如果最後你們認定對方全責，那除了車子的損失和醫療費，我因為不能工作而損失的收入，也可以包括在賠償裡嗎？
If you ultimately determine that the other party is fully at fault, in addition to vehicle damage and medical expenses, can the income I lost due to not being able to work be included in the compensation as well?
- Claims Officer · turn 37
Potentially, but different types of loss can fall under different insurance arrangements. Your vehicle damage is being dealt with under your comprehensive motor policy, while compensation for personal injury may need to be pursued separately through the relevant compulsory third party scheme.
有可能，但不同類型的損失可能歸屬於不同的保險機制。您的車輛損壞是由您的綜合汽車保險處理，而人身傷害的賠償可能需要通過相關的強制第三者責任保險（CTP）計劃單獨索賠。
- Ms Liu · turn 38
原來是這樣。我之前還以為所有損失都是同一份保險處理。那我是不是要另外提出人身傷害的索賠？
I see. I previously thought all losses were handled under the same insurance policy. Does that mean I need to lodge a separate personal injury claim?
- Claims Officer · turn 39
Yes, potentially. I’ll send you information explaining the process and the documents you may need. For now, continue with your medical treatment, keep records of your expenses and lost income, and let us know immediately if your condition changes.
是的，可能需要。我會向您發送相關資訊，說明申請流程以及您可能需要的文件。目前，請繼續進行治療，保留您的各項開支和收入損失記錄，如果您的病情有任何變化，請立即通知我們。
- Ms Liu · turn 40
好的。最後我想確認一下，在調查完成之前，我是不是不要自己跟對方司機談賠償或者和解？
All right. Finally, I’d like to confirm: before the investigation is concluded, should I refrain from discussing compensation or settlement directly with the other driver?
- Claims Officer · turn 41
That would be sensible. If the other driver or their insurer contacts you proposing a settlement, don’t agree to anything before you understand what rights you may be giving up. Forward any correspondence to us so it can be reviewed.
這樣做很明智。如果對方司機或其保險公司聯絡您提出和解方案，在清楚了解自己可能放棄哪些權利之前，請切勿答應任何條件。請將任何往來函件轉發給我們進行審核。
- Ms Liu · turn 42
明白了。那我今天就把照片、醫療證明和收入資料整理好，再上傳給你們。希望有了目擊者和行車記錄儀的錄像之後，可以盡快查清楚事故責任。
Understood. I will organise the photos, medical certificates, and income documents today and upload them to you. Hopefully, with the witness and the dashcam footage, liability for the accident can be determined as soon as possible.
- Claims Officer · turn 43
That will certainly help. Once we’ve completed the investigation and made a liability determination, we’ll contact you about the vehicle settlement and the next steps. In the meantime, keep your claim number handy whenever you contact us.
那肯定會有幫助。一旦我們完成調查並作出責任判定，我們就會聯絡您討論車輛理賠及後續步驟。在此期間，每次與我們聯繫時，請隨身備妥您的索賠號碼。
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