CCP First Notice of Loss Procedures 2 — Questions and Answers
Question 1: A claimant reports a vehicle theft but cannot locate the original title. Which FNOL action is most appropriate for the adjuster?
- Deny the claim until the title is produced
- Note the missing document and advise the claimant on how to obtain a duplicate title (Correct answer)
- Close the file and reopen when the title is available
- Transfer the file to the SIU immediately
Correct answer: Note the missing document and advise the claimant on how to obtain a duplicate title
Adjusters should guide claimants on obtaining necessary documents rather than denying or closing claims prematurely.
Question 2: During an FNOL intake for a commercial property loss, which piece of information is critical to determine coverage applicability?
- The claimant's preferred communication method
- The business's hours of operation
- The policy number and named insured verification (Correct answer)
- The number of employees affected
Correct answer: The policy number and named insured verification
Verifying the policy number and named insured is essential to confirm coverage exists before proceeding.
Question 3: An FNOL is received for a slip-and-fall at a retail store. The store manager says the incident happened three weeks ago. What is the adjuster's primary concern?
- Whether the injured party retained an attorney
- Late reporting and any potential policy notice provision violations (Correct answer)
- The cost of surveillance footage retrieval
- Whether the store has a maintenance log
Correct answer: Late reporting and any potential policy notice provision violations
Late reporting may implicate policy notice provisions and could affect coverage or the insurer's ability to investigate.
Question 4: Which of the following best describes the purpose of an FNOL diary system?
- To log adjuster vacation schedules
- To track claim milestones and ensure timely follow-up actions (Correct answer)
- To record premium payment history
- To document underwriting decisions
Correct answer: To track claim milestones and ensure timely follow-up actions
Diary systems help adjusters track deadlines, follow-up tasks, and claim milestones to ensure timely handling.
Question 5: A homeowner calls to report water damage but is unsure whether the cause was a burst pipe or flooding. How should the adjuster handle the FNOL?
- Assign only flood coverage and close the pipe inquiry
- Record both potential causes and schedule an inspection to determine the actual cause (Correct answer)
- Deny the claim because the cause is unknown
- Ask the claimant to determine the cause before calling back
Correct answer: Record both potential causes and schedule an inspection to determine the actual cause
At FNOL, adjusters should capture all potential causes and investigate further to determine coverage applicability.
Question 6: What is the significance of capturing the claimant's exact description of the loss at FNOL in their own words?
- It speeds up subrogation recovery
- It creates a baseline record that can be compared against later statements for consistency (Correct answer)
- It eliminates the need for a recorded statement
- It automatically triggers coverage confirmation
Correct answer: It creates a baseline record that can be compared against later statements for consistency
Recording the claimant's own words at FNOL provides a baseline for evaluating consistency in subsequent statements.
Question 7: When an FNOL involves a multi-vehicle accident with multiple claimants, what organizational step should the adjuster prioritize?
- Assign all claimants to a single file to save resources
- Open separate claim files for each claimant to track individual damages and coverage (Correct answer)
- Defer all contact until liability is determined
- Immediately issue settlement checks to all parties
Correct answer: Open separate claim files for each claimant to track individual damages and coverage
Separate claim files for each claimant ensure accurate tracking of individual damages, coverage, and reserves.
CCP First Notice of Loss Procedures 2
A claimant reports a vehicle theft but cannot locate the original title.
Which FNOL action is most appropriate for the adjuster?