Communication & Collaboration Flashcards

During a first-notice-of-loss call, a homeowner whose kitchen just burned is crying and speaking rapidly. What should the claims representative do first?

Answer: Acknowledge the claimant's distress and confirm their immediate safety and needs

Expressing empathy and addressing immediate safety and living needs builds trust before gathering detailed facts.

Which type of question is MOST useful for encouraging a witness to give a full narrative of how an auto accident happened?

Answer: Open-ended questions

Open-ended questions such as 'Tell me what you saw' invite a complete, unprompted account.

A claims representative restates a claimant's concern: 'So you're worried the repair shop won't be paid on time?' This technique is called:

Answer: Paraphrasing

Paraphrasing repeats the speaker's message in the listener's own words to confirm understanding.

When a claim is denied, which approach to the written denial letter BEST supports good-faith claims handling?

Answer: A letter citing the specific policy language and the facts supporting the denial

Unfair claims practices laws generally require a reasonable written explanation that references the specific policy provisions relied upon.

A claimant's crossed arms, lack of eye contact, and short answers during an in-person interview MOST likely indicate:

Answer: Possible discomfort or distrust that the representative should address

Nonverbal cues can signal discomfort, but they are not proof of deception and should prompt rapport-building.

Which is the BEST practice when a claims representative must use a third-party interpreter to take a statement from a non-English-speaking claimant?

Answer: Speak directly to the claimant and use a qualified, neutral interpreter

A qualified, neutral interpreter and direct address to the claimant preserve accuracy and rapport, and the interpreter's use should be documented.

An adjuster's email to a claimant contains industry terms such as 'ACV,' 'subrogation,' and 'SIR.' What communication principle has the adjuster MOST likely ignored?

Answer: Using plain language suited to the audience

Effective communication adapts to the receiver, avoiding jargon that a layperson may not understand.