Communication & Negotiation Skills in Claims Handling Flashcards
7 cards from real CCP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Communication & Negotiation Skills in Claims Handling flashcards as text
When communicating with a claimant who has limited English proficiency, the adjuster's FIRST step should be to:
Answer: Obtain a qualified interpreter to ensure accurate communication
Using a qualified interpreter ensures accurate information exchange, protects the claimant's rights, and reduces the insurer's legal exposure.
The BATNA concept in claims negotiation stands for:
Answer: Best Alternative to a Negotiated Agreement
BATNA — Best Alternative to a Negotiated Agreement — defines the course of action if negotiations fail, setting a rational walk-away point.
An adjuster discovers during negotiation that a claimant's attorney is under time pressure due to a filing deadline. This information represents:
Answer: Negotiating leverage that can be used ethically to influence timing
Understanding an opposing party's time constraints is ethical negotiating intelligence that can be used to seek timely resolution.
Which nonverbal communication signal most commonly indicates that a claimant is withholding information during an in-person recorded statement?
Answer: Increased pausing, gaze aversion, and self-touching gestures
Pausing, gaze aversion, and self-touching (e.g., touching the face or neck) are recognized nonverbal cues associated with discomfort or deception.
A coverage dispute escalates, and both parties agree to binding arbitration. The adjuster's pre-arbitration communication strategy should include:
Answer: Preparing a clear written position statement supported by policy language and facts
A documented position statement grounded in policy language and facts frames the insurer's argument clearly and consistently before the arbitrator.
In a multi-party claims negotiation involving multiple claimants, the adjuster's priority communication challenge is:
Answer: Coordinating consistent messaging while managing competing interests within a single policy limit
Multi-party claims require the adjuster to balance consistent communication and equitable treatment of competing interests within defined policy limits.
When an adjuster uses the technique of 'strategic silence' in negotiation, it is intended to:
Answer: Create pressure on the other party to fill the silence with concessions or information
Strategic silence creates psychological discomfort that often prompts the other party to speak, reveal information, or soften their position.