CALA Claims Investigation Process 2

Question 1

When investigating a total loss vehicle claim, which document is most critical for establishing the vehicle's pre-loss market value?

Accepted Answer

A CCC ONE or comparable market valuation report

Answer

The original purchase receipt

Answer

The owner's personal estimate of value

Answer

The repair shop's labor rate sheet

Question 2

During a recorded statement, a claimant's account of the accident contradicts the physical evidence on the vehicle. The adjuster should:

Accepted Answer

Document the inconsistency and continue investigating without confrontation

Answer

Accept the claimant's version since they were present

Answer

Immediately deny the claim based on the contradiction

Answer

Contact law enforcement to report suspected fraud

Question 3

Which type of lien search is most important when settling a total loss claim on a vehicle?

Accepted Answer

DMV title and lien search

Answer

UCC filing search

Answer

Property tax lien search

Answer

Federal tax lien search

Question 4

An adjuster discovers the insured vehicle has aftermarket modifications not listed on the policy. How should these be handled?

Accepted Answer

Investigate whether modifications were undisclosed and apply policy terms accordingly

Answer

Automatically include full value of all modifications in the settlement

Answer

Exclude all modifications since they weren't disclosed

Answer

Add the modifications' retail value to the ACV without investigation

Question 5

What is the primary purpose of an examination under oath (EUO) in the claims investigation process?

Accepted Answer

To obtain a formal, sworn statement when fraud or material misrepresentation is suspected

Answer

To intimidate the claimant into dropping the claim

Answer

To replace the need for a recorded statement

Answer

To satisfy subrogation requirements

Question 6

When should an adjuster request a vehicle inspection by a Special Investigations Unit (SIU)?

Accepted Answer

When red flags such as recent policy changes, multiple prior claims, or conflicting damage patterns are present

Answer

On every claim over $10,000

Answer

Only after a claim is formally denied

Answer

Whenever the claimant requests an attorney

Question 7

A claimant submits receipts for rental vehicle expenses that exceed the policy's daily rental limit. The adjuster should:

Accepted Answer

Pay only up to the policy's stated daily limit per the policy terms

Answer

Pay the full receipted amount to avoid a bad faith claim

Answer

Deny all rental reimbursement since the limit was exceeded

Answer

Request that the claimant return the excess to the rental company