AIC Customer Service & Communication 2

Question 1

A claimant calls angry because a payment is late. What should the adjuster do first to de-escalate?

Accepted Answer

Listen without interrupting and acknowledge the frustration

Answer

Acknowledging emotions through active listening lowers tension before you move on to solving the problem.

Question 2

Which question is the best example of an open-ended question in a claimant interview?

Accepted Answer

Can you describe what happened as you approached the intersection?

Answer

Open-ended questions invite a narrative answer and draw out more detail than yes/no questions.

Question 3

An adjuster restates a claimant's concern: "So you're worried the repair shop won't be paid on time." This technique is called:

Accepted Answer

Paraphrasing

Answer

Paraphrasing confirms understanding by restating the speaker's message in the listener's own words.

Question 4

When a claimant has an attorney representing them on the claim, the adjuster should generally:

Accepted Answer

Send all claim communications through the attorney

Answer

Once a claimant is represented, communications should go through counsel unless the attorney gives permission otherwise.

Question 5

Which statement best shows empathy without admitting liability?

Accepted Answer

I'm sorry you're going through this; let's work through the next steps together.

Answer

Empathy recognizes the person's situation without making promises about coverage or fault.

AIC - Associate in Claims Practice Test