CCP Communication & Negotiation Skills in Claims Handling 3

Question 1

When communicating with a claimant who has limited English proficiency, the adjuster's FIRST step should be to:

Accepted Answer

Obtain a qualified interpreter to ensure accurate communication

Answer

Using a qualified interpreter ensures accurate information exchange, protects the claimant's rights, and reduces the insurer's legal exposure.

Question 2

The BATNA concept in claims negotiation stands for:

Accepted Answer

Best Alternative to a Negotiated Agreement

Answer

BATNA — Best Alternative to a Negotiated Agreement — defines the course of action if negotiations fail, setting a rational walk-away point.

Question 3

An adjuster discovers during negotiation that a claimant's attorney is under time pressure due to a filing deadline. This information represents:

Accepted Answer

Negotiating leverage that can be used ethically to influence timing

Answer

Understanding an opposing party's time constraints is ethical negotiating intelligence that can be used to seek timely resolution.

Question 4

Which nonverbal communication signal most commonly indicates that a claimant is withholding information during an in-person recorded statement?

Accepted Answer

Increased pausing, gaze aversion, and self-touching gestures

Answer

Pausing, gaze aversion, and self-touching (e.g., touching the face or neck) are recognized nonverbal cues associated with discomfort or deception.

Question 5

A coverage dispute escalates, and both parties agree to binding arbitration. The adjuster's pre-arbitration communication strategy should include:

Accepted Answer

Preparing a clear written position statement supported by policy language and facts

Answer

A documented position statement grounded in policy language and facts frames the insurer's argument clearly and consistently before the arbitrator.

(CCP) Certified Claims Professional Practice Test