Leadership & Management Flashcards

Under Adams' equity theory, an adjuster who learns a peer with similar results earns more is likely to:

Answer: Feel underrewarded and may reduce effort

Equity theory says perceived unfairness in the input-to-outcome ratio leads people to reduce effort or seek balance.

A claims manager who puts adjusters' growth and well-being first, removes obstacles and supports the team's success is practicing which style?

Answer: Servant leadership

Servant leaders focus on serving and developing their team members.

Which control is MOST effective for a claims manager to detect inconsistent claim handling across the unit?

Answer: Regular file audits using a standard quality checklist

Standardized file audits show deviations from best practices and reveal inconsistency across the unit.

A leader motivates adjusters with an inspiring vision of excellent customer service and encourages new ideas. This is characteristic of:

Answer: Transformational leadership

Transformational leaders inspire through vision, intellectual stimulation and individual consideration.

A claims manager must assign a severe bodily injury claim. Which factor matters MOST when choosing the adjuster?

Answer: The adjuster whose experience and authority level match the claim's complexity

Matching complexity to experience and authority supports accurate, timely and good-faith handling.

When giving constructive feedback to an adjuster, which approach is MOST effective?

Answer: Describe specific, observable behavior soon after it happens

Feedback works best when it is timely, specific and focused on behavior rather than personality.

In Maslow's hierarchy, a claims adjuster who wants a promotion to senior examiner for prestige and recognition is seeking to satisfy which need?

Answer: Esteem

Esteem needs include recognition, status and respect from others.