CA Client Consultation & Communication 3

Question 1

A claimant disagrees with the adjuster's damage estimate. What is the most appropriate first step?

Accepted Answer

Listen to the claimant's concerns and review any additional documentation they provide

Answer

Reviewing additional documentation respects the claimant's input and may reveal information that changes the estimate.

Question 2

What is the primary risk of using jargon-heavy language in claim communications with policyholders?

Accepted Answer

It may confuse the claimant and lead to misunderstandings or complaints

Answer

Technical jargon can obscure meaning and leave claimants feeling misled or uninformed.

Question 3

An adjuster receives a voicemail from a claimant demanding a callback. Best practice is to:

Accepted Answer

Return the call within the timeframe required by the insurer's standards or state law

Answer

Timely return calls are required by most fair claims handling standards and demonstrate professionalism.

Question 4

During a recorded statement, the adjuster should begin by:

Accepted Answer

Identifying the parties, date, and purpose of the recording on the record

Answer

Establishing a clear record header ensures the statement is properly identified and admissible if needed.

Question 5

Which of the following is an example of a leading question an adjuster should avoid?

Accepted Answer

'You weren't wearing a seatbelt, were you?'

Answer

Leading questions suggest the desired answer and can compromise the objectivity and legal value of a statement.

(CA) Certified Adjuster Designation Practice Test