Customer Service and Communication in Auto Claims Flashcards
7 cards from real CALA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Customer Service and Communication in Auto Claims flashcards as text
When an insured calls to report a new auto claim, what should the adjuster prioritize during the initial contact?
Answer: Acknowledge the loss, express empathy, and explain the claims process
The initial contact should focus on acknowledging the loss, offering empathy, and setting clear expectations about the claims process to build trust.
An insured is upset about the timeline of their claim. Which communication approach is most appropriate for a CALA-certified adjuster?
Answer: Listen actively, validate their concern, and provide a specific update on next steps
Active listening combined with a concrete update demonstrates professionalism and helps de-escalate frustration.
Which of the following best describes the purpose of setting a 'reservation of rights' letter in auto claims communication?
Answer: To inform the insured that the insurer is investigating while reserving the right to deny coverage
A reservation of rights letter notifies the insured that coverage is being evaluated and the insurer reserves the right to deny coverage if the investigation warrants it.
When communicating a total loss determination to a claimant, what information should the adjuster provide?
Answer: The ACV calculation, deductible, payoff amount if applicable, and next steps for title transfer
A complete total loss communication includes the ACV, deductible, any lien payoff coordination, and the process for transferring the title.
An adjuster receives a complaint from a third-party claimant who feels their vehicle was undervalued. What is the most professional first response?
Answer: Acknowledge the concern and review the estimate with the claimant, explaining the methodology used
Acknowledging the concern and transparently explaining the valuation methodology demonstrates professionalism and may resolve the dispute without escalation.
Which federal law governs the privacy of personal information shared by insureds during the claims process?
Answer: Gramm-Leach-Bliley Act (GLBA)
The Gramm-Leach-Bliley Act requires financial institutions, including insurers, to protect the privacy of nonpublic personal information shared by customers.
An insured asks why their rental car coverage ends before their vehicle repairs are complete. How should the adjuster respond?
Answer: Explain the policy's rental reimbursement limit and explore whether an extension or alternative is available
The adjuster should explain the policy's rental limits clearly and proactively explore any available options to assist the insured within policy guidelines.