Practice Test GeeksAIC - Associate in Claims Practice Test
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Leadership & Management Flashcards

7 cards from real AIC practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

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  1. A claims manager tells a newly hired adjuster exactly which steps to follow on every file and checks each step closely. Under the Situational Leadership model, which style is this?

    Answer: Telling (directing)

    Telling gives high direction and close supervision, which suits an employee with low competence on the task.

  2. According to Herzberg's two-factor theory, which of the following is a motivator rather than a hygiene factor for a claims adjuster?

    Answer: Recognition for resolving a complex claim

    Herzberg classified recognition, achievement and responsibility as motivators, and pay, conditions and policy as hygiene factors.

  3. A claims supervisor believes adjusters naturally want responsibility and will direct themselves toward goals they are committed to. This view reflects which theory?

    Answer: McGregor's Theory Y

    Theory Y assumes employees are self-motivated and seek responsibility.

  4. A claims team has just formed after a merger, and members are openly arguing about roles and procedures. Which stage of Tuckman's team development model is this?

    Answer: Storming

    Storming is the stage where conflict appears as members push back on roles, leadership and processes.

  5. Which practice best shows effective delegation by a claims unit manager?

    Answer: Assigning authority to match the responsibility given, with clear expectations and follow-up

    Good delegation gives authority that matches the responsibility, sets clear expectations and includes follow-up.

  6. An adjuster's file reviews show repeated late contact with claimants. What is the manager's most appropriate first step?

    Answer: Meet privately to discuss the specific gap and find its root cause

    Performance management starts by discussing the specific issue and finding its cause before any discipline.

  7. Which emotional intelligence skill lets a claims supervisor stay calm and professional when an angry policyholder escalates a complaint?

    Answer: Self-regulation

    Self-regulation is the ability to control impulses and manage one's own emotional reactions.

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