Customer Service & Communication Flashcards

After a major hurricane, what communication strategy best serves a large number of affected policyholders?

Answer: Send proactive updates on timelines, temporary repairs, and how to report claims

Proactive, consistent catastrophe updates set expectations and reduce call volume and complaints.

An insured posts a complaint about their claim on social media. The adjuster's best response is to:

Answer: Follow company protocol, which usually means moving the conversation to a private channel

Claim details are confidential, so public complaints should be moved to private, protocol-approved channels.

Which behavior is a barrier to effective listening?

Answer: Planning your rebuttal while the other person is still speaking

Mentally preparing a reply while someone talks keeps you from fully understanding their message.

Why should adjusters avoid leading questions when taking a recorded statement?

Answer: They can suggest answers and weaken the statement's credibility

Leading questions can put words in the witness's mouth, which hurts the statement's reliability and usefulness.

Repeatedly failing to return a claimant's calls within a reasonable time may be seen as:

Answer: An unfair claims practice and evidence of bad faith

Unfair claims practices laws require prompt responses to claim communications, and ignoring them can support bad faith allegations.

When delivering bad news, such as a reduced settlement offer, the adjuster should:

Answer: Explain the reasoning clearly, show empathy, and outline the claimant's options

Clear reasoning, empathy, and stated options help the claimant accept or respond to the decision constructively.

Which approach best handles a customer whose cultural background differs from the adjuster's?

Answer: Stay respectful, notice communication preferences, and adapt your approach

Cultural awareness and adapting to the customer's preferences improve understanding and trust.