Communication & Negotiation Skills in Claims Handling 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 Communication & Negotiation Skills in Claims Handling flashcards as text
A claimant becomes hostile during a phone call, repeatedly interrupting the adjuster. The BEST de-escalation technique is to:
Answer: Allow brief venting, then redirect with a calm, empathetic statement
Allowing controlled venting followed by empathetic redirection lowers emotional temperature and returns the conversation to a productive path.
When negotiating a bodily injury settlement, an adjuster should anchor the negotiation by:
Answer: Opening with a low but well-documented and defensible offer
A low but defensible opening anchor sets a psychological reference point that shapes the final settlement range.
Which communication approach is MOST effective when delivering a coverage denial to a policyholder?
Answer: Issue a written denial letter citing specific policy language and the factual basis
A written denial referencing specific policy language and facts protects the insurer legally and gives the policyholder a clear basis for any appeal.
During mediation of a disputed claim, an adjuster should primarily aim to:
Answer: Understand the claimant's underlying interests to find mutually acceptable solutions
Interest-based negotiation in mediation identifies what each party truly needs, enabling creative solutions beyond stated positions.
An adjuster sends a reservation of rights letter primarily to:
Answer: Preserve the insurer's right to contest coverage while still investigating
A reservation of rights letter allows the insurer to continue investigating and defending without waiving coverage defenses.
Which listening technique helps an adjuster most effectively gather accurate claim information from a distressed witness?
Answer: Using open-ended questions and reflective listening to encourage disclosure
Open-ended questions combined with reflective listening build rapport and elicit more complete, accurate information from distressed witnesses.
A claimant's attorney submits a demand package with specials of $15,000. The adjuster evaluates the case at $25,000 total value. The adjuster's BEST initial response is to:
Answer: Counter with a figure below $25,000, supported by documented rationale
Countering below the internal evaluation with documented support leaves room for negotiation toward the fair value without overpaying initially.