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

The initial contact should focus on acknowledging the loss, offering empathy, and setting clear expectations about the claims process to build trust.

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

Active listening combined with a concrete update demonstrates professionalism and helps de-escalate frustration.

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

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.

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

A complete total loss communication includes the ACV, deductible, any lien payoff coordination, and the process for transferring the title.

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

Acknowledging the concern and transparently explaining the valuation methodology demonstrates professionalism and may resolve the dispute without escalation.

(CALA) Certified Automotive Loss Adjuster Practice Test

(CALA) Certified Automotive Loss Adjuster Practice Test

CALA Customer Service and Communication in Auto Claims