CALA Customer Service and Communication in Auto Claims

Question 1

When an insured calls to report a new auto claim, what should the adjuster prioritize during the initial contact?

Accepted Answer

Acknowledge the loss, express empathy, and explain the claims process

Answer

Immediately request all repair estimates

Answer

Advise the insured to contact an attorney

Answer

Instruct the insured to obtain three competing repair bids

Question 2

An insured is upset about the timeline of their claim. Which communication approach is most appropriate for a CALA-certified adjuster?

Accepted Answer

Listen actively, validate their concern, and provide a specific update on next steps

Answer

Transfer the call to a supervisor immediately

Answer

Remind the insured that claim timelines are dictated by policy terms

Answer

Ask the insured to submit their concerns in writing

Question 3

Which of the following best describes the purpose of setting a 'reservation of rights' letter in auto claims communication?

Accepted Answer

To inform the insured that the insurer is investigating while reserving the right to deny coverage

Answer

To formally deny a claim

Answer

To extend the statute of limitations on the claim

Answer

To notify the claimant of the settlement amount

Question 4

When communicating a total loss determination to a claimant, what information should the adjuster provide?

Accepted Answer

The ACV calculation, deductible, payoff amount if applicable, and next steps for title transfer

Answer

Only the ACV of the vehicle

Answer

The replacement cost of a new vehicle

Answer

A list of preferred dealerships for replacement

Question 5

An adjuster receives a complaint from a third-party claimant who feels their vehicle was undervalued. What is the most professional first response?

Accepted Answer

Acknowledge the concern and review the estimate with the claimant, explaining the methodology used

Answer

Refer the claimant to their own insurance company

Answer

Deny additional payment without review

Answer

Immediately escalate to litigation support

Question 6

Which federal law governs the privacy of personal information shared by insureds during the claims process?

Accepted Answer

Gramm-Leach-Bliley Act (GLBA)

Answer

Fair Credit Reporting Act (FCRA)

Answer

Health Insurance Portability and Accountability Act (HIPAA)

Answer

Freedom of Information Act (FOIA)

Question 7

An insured asks why their rental car coverage ends before their vehicle repairs are complete. How should the adjuster respond?

Accepted Answer

Explain the policy's rental reimbursement limit and explore whether an extension or alternative is available

Answer

Advise the insured to pay out of pocket and seek reimbursement

Answer

Tell the insured the policy is non-negotiable

Answer

Refer the insured to the repair shop for an explanation