Diary Management & File Review 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 Diary Management & File Review flashcards as text
When a diary entry is missed and a deadline passes unnoticed, which corrective action should the adjuster take FIRST?
Answer: Document the missed diary, assess any prejudice to the claim, and notify a supervisor
The adjuster must document the oversight, evaluate any harm caused, and escalate per company protocol.
Which of the following best describes a 'suspense diary' in claims handling?
Answer: A future-dated reminder to follow up on a specific action or response
A suspense diary is a tickler system that prompts the adjuster to act on a file by a specified future date.
During a file review, the examiner notices coverage was never formally confirmed in writing. What is the appropriate response?
Answer: Obtain a coverage confirmation letter or reservation of rights letter before proceeding
Coverage must be formally documented via confirmation or a reservation of rights before further claim handling.
How often should diary intervals typically be set for a litigated claim compared to a routine property claim?
Answer: More frequently, due to court deadlines and attorney activity
Litigated claims have court schedules, discovery deadlines, and attorney filings that require shorter, more frequent diary intervals.
A file review reveals the adjuster has not documented any contact with the claimant in 90 days. What does this most likely indicate?
Answer: A diary control failure or lack of proactive claims management
A 90-day gap in contact documentation suggests inadequate diary management and failure to proactively advance the claim.
Which metric is MOST useful when supervisors conduct periodic file reviews to evaluate adjuster performance?
Answer: Reserve adequacy and diary compliance rate
Reserve accuracy and diary compliance directly reflect the quality of a file's management and the adjuster's technical skill.
What is the primary risk of setting diary intervals that are too long on a bodily injury claim?
Answer: Missed statute of limitations, delayed treatment updates, or stale evidence
Infrequent diaries on bodily injury files risk missing critical deadlines and allowing evidence or medical records to become outdated.