CCP Diary Management & File Review 2

Question 1

When a diary entry is missed and a deadline passes unnoticed, which corrective action should the adjuster take FIRST?

Accepted Answer

Document the missed diary, assess any prejudice to the claim, and notify a supervisor

Answer

The adjuster must document the oversight, evaluate any harm caused, and escalate per company protocol.

Question 2

Which of the following best describes a 'suspense diary' in claims handling?

Accepted Answer

A future-dated reminder to follow up on a specific action or response

Answer

A suspense diary is a tickler system that prompts the adjuster to act on a file by a specified future date.

Question 3

During a file review, the examiner notices coverage was never formally confirmed in writing. What is the appropriate response?

Accepted Answer

Obtain a coverage confirmation letter or reservation of rights letter before proceeding

Answer

Coverage must be formally documented via confirmation or a reservation of rights before further claim handling.

Question 4

How often should diary intervals typically be set for a litigated claim compared to a routine property claim?

Accepted Answer

More frequently, due to court deadlines and attorney activity

Answer

Litigated claims have court schedules, discovery deadlines, and attorney filings that require shorter, more frequent diary intervals.

Question 5

A file review reveals the adjuster has not documented any contact with the claimant in 90 days. What does this most likely indicate?

Accepted Answer

A diary control failure or lack of proactive claims management

Answer

A 90-day gap in contact documentation suggests inadequate diary management and failure to proactively advance the claim.

(CCP) Certified Claims Professional Practice Test