Customer Service & Communication Flashcards

Which channel is usually best for confirming settlement terms the parties agreed to by phone?

Answer: A follow-up written confirmation such as a letter or email

Written confirmation creates a clear record and prevents disputes about what was agreed.

An insured repeatedly demands an answer the adjuster has already explained. The most effective technique is to:

Answer: Rephrase the explanation, check understanding, and offer it in writing

Rephrasing and confirming understanding addresses the gap that keeps the question coming back.

Internal customers in a claims organization include:

Answer: Underwriters, agents, and other company departments

Internal customers are colleagues and departments who rely on the claim professional's work.

What is the most likely result of consistently good claim service?

Answer: Better customer retention and fewer complaints and lawsuits

Good claim service builds loyalty and reduces disputes, complaints, and litigation costs.

When coordinating with vendors such as contractors or appraisers, the adjuster should:

Answer: Clearly communicate the scope of work, deadlines, and who has authority

Clear instructions and defined authority prevent delays and keep coverage decisions with the insurer.

Which statement to a claimant could create an unauthorized commitment?

Answer: Don't worry, the policy will definitely cover the full replacement cost.

Promising coverage before the investigation is done can create estoppel or waiver problems and false expectations.

Tone of voice is especially important in phone communication because:

Answer: No visual cues are available, so tone carries much of the emotional message

Without body language, listeners rely heavily on tone to read the speaker's attitude and intent.