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
A claimant refuses to cooperate with the investigation. What should the adjuster document?
Answer: All attempts to contact and obtain cooperation, including dates, methods, and responses received
Documenting all contact attempts establishes the record needed to support a denial based on non-cooperation.
When an insured's attorney requests claim file materials, the adjuster should:
Answer: Consult with the insurer's legal team before releasing any materials
Legal counsel should review disclosure requests to protect privileged materials and comply with applicable discovery rules.
What communication technique helps an adjuster confirm that the claimant understood what was explained?
Answer: Asking the claimant to summarize what was discussed in their own words
Teach-back or summarization confirms comprehension and catches misunderstandings before they become disputes.
An adjuster is negotiating a settlement and the claimant makes an unreasonably high demand. The adjuster's best response is to:
Answer: Calmly explain the basis for the insurer's valuation with supporting documentation
Presenting documented support for the insurer's position is professional, defensible, and often leads to resolution.
Which of the following is a prohibited practice under most state unfair claims settlement laws?
Answer: Failing to respond to a claimant's communications within a reasonable time
Failure to respond within required timeframes is specifically prohibited under most state unfair claims settlement practice acts.
What is the adjuster's obligation when a claimant appears to be under the influence during a consultation?
Answer: Reschedule and document the reason for rescheduling
Taking a statement from an impaired individual can render it inadmissible and raises ethical concerns, so rescheduling is appropriate.
How should an adjuster handle a situation where the claimant contradicts an earlier recorded statement?
Answer: Note the inconsistency in the file and ask open-ended questions to explore the discrepancy
Documenting inconsistencies and exploring them with open questions preserves objectivity and gathers relevant information.