CCP Communication & Negotiation Skills in Claims Handling 2

Question 1

A claimant becomes hostile during a phone call, repeatedly interrupting the adjuster. The BEST de-escalation technique is to:

Accepted Answer

Allow brief venting, then redirect with a calm, empathetic statement

Answer

Allowing controlled venting followed by empathetic redirection lowers emotional temperature and returns the conversation to a productive path.

Question 2

When negotiating a bodily injury settlement, an adjuster should anchor the negotiation by:

Accepted Answer

Opening with a low but well-documented and defensible offer

Answer

A low but defensible opening anchor sets a psychological reference point that shapes the final settlement range.

Question 3

Which communication approach is MOST effective when delivering a coverage denial to a policyholder?

Accepted Answer

Issue a written denial letter citing specific policy language and the factual basis

Answer

A written denial referencing specific policy language and facts protects the insurer legally and gives the policyholder a clear basis for any appeal.

Question 4

During mediation of a disputed claim, an adjuster should primarily aim to:

Accepted Answer

Understand the claimant's underlying interests to find mutually acceptable solutions

Answer

Interest-based negotiation in mediation identifies what each party truly needs, enabling creative solutions beyond stated positions.

Question 5

An adjuster sends a reservation of rights letter primarily to:

Accepted Answer

Preserve the insurer's right to contest coverage while still investigating

Answer

A reservation of rights letter allows the insurer to continue investigating and defending without waiving coverage defenses.

(CCP) Certified Claims Professional Practice Test