Client Consultation & Communication Flashcards
7 cards from real CA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Client Consultation & Communication flashcards as text
When a claimant becomes emotionally distressed during a consultation, what is the adjuster's best first response?
Answer: Acknowledge their feelings before proceeding with business matters
Acknowledging a claimant's emotional state builds rapport and helps de-escalate tension before proceeding.
Which written communication element is most important for establishing a clear record of a claim decision?
Answer: Documenting the specific policy provisions that support the decision
Citing specific policy provisions ties the decision to the contract and protects against disputes.
A policyholder asks why their claim was only partially paid. The adjuster should:
Answer: Provide a written itemized explanation citing policy limits and exclusions
A written itemized explanation promotes transparency and satisfies regulatory requirements for claim communications.
What does 'active listening' require an adjuster to do during a claimant interview?
Answer: Focus fully on the speaker and confirm understanding through paraphrasing
Active listening involves full attention and reflective paraphrasing to confirm accurate understanding.
Under fair claims settlement practices, how quickly must an adjuster typically acknowledge receipt of a claim in most U.S. states?
Answer: Within 10 business days
Most state regulations require acknowledgment within 10 business days of receiving a claim notice.
When communicating with a claimant who has limited English proficiency, the adjuster should:
Answer: Arrange for a qualified interpreter and provide translated materials if required
Using a qualified interpreter and translated materials ensures accurate communication and complies with federal and state language access requirements.
Which of the following best describes the purpose of a reservation of rights letter?
Answer: To notify the insured that coverage may not apply while the investigation continues
A reservation of rights letter protects the insurer's ability to deny coverage while continuing the investigation without waiving policy defenses.