Communication & Collaboration Flashcards

In claim negotiations, what does the term BATNA refer to?

Answer: The best alternative to a negotiated agreement

BATNA is the best outcome a party can obtain if negotiations fail, which helps define when to walk away.

A claimant's attorney sends a time-limited policy-limits demand. What is the MOST important communication step for the claims professional?

Answer: Respond in writing before the deadline and promptly inform the insured of the demand

Failing to respond to or communicate a time-limited demand can expose the insurer to bad-faith claims for excess judgments.

Which characteristic BEST describes interest-based (principled) negotiation in claims?

Answer: Focusing on the underlying needs of both parties rather than fixed positions

Principled negotiation separates people from the problem and seeks options that satisfy each side's interests.

During mediation of a bodily injury claim, what is the mediator's role?

Answer: To facilitate communication and help the parties reach a voluntary agreement

A mediator is a neutral facilitator who has no authority to impose a decision, unlike an arbitrator.

An adjuster discovers red flags of possible fraud. How should the adjuster communicate with the claimant while the SIU investigates?

Answer: Continue professional, neutral communication without disclosing suspicions

Maintaining courteous, neutral communication protects the investigation and avoids defamation or bad-faith allegations.

Which channel is generally MOST appropriate for delivering complex, sensitive news such as a partial denial on a large loss?

Answer: A phone or in-person conversation followed by a written confirmation

Rich, two-way channels let the representative explain and answer questions, and written follow-up creates a clear record.

A claims team member from a different cultural background tends not to speak up in meetings. What is the BEST way for a team lead to encourage collaboration?

Answer: Invite input in multiple ways, such as one-on-one check-ins or written contributions

Inclusive teams offer varied ways to contribute, respecting different communication styles.