There was two parts. interview with all the usual questions and practical part when you need to read the script. The interview was on the video call. There was the option to read the script over the phone or while on video call. If you would like to get ready for the script - my best advice - call HomeServe customer service and just set up the policy or try to do it. Sssh do not tell anyone I told you. I might answer your call though. But if you really want to work for the company and to know how it needs to be - that’s the best way to get ready and to understand. Good luck