First Notice of Loss Procedures 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 First Notice of Loss Procedures flashcards as text
A claimant calls to report a theft loss but becomes hostile during the FNOL intake. What is the adjuster's best approach?
Answer: Remain calm, acknowledge the claimant's frustration, and continue gathering necessary information
Maintaining professionalism and empathy while continuing to gather information is the best practice when dealing with an upset claimant.
Which of the following is NOT typically recorded during a standard FNOL intake?
Answer: The claimant's credit score
Credit scores are not relevant to FNOL intake and are not part of standard claims information gathered at first notice.
A third-party claimant (not the named insured) contacts the insurer to report a liability claim. How should the FNOL adjuster treat this contact?
Answer: Accept the FNOL, open a claim file, and attempt to verify the involved policy
Insurers must accept FNOLs from third-party claimants and investigate to determine whether coverage applies.
What does 'preserving the scene of loss' mean in the context of FNOL instructions to a claimant?
Answer: The claimant should avoid disturbing damaged areas until an adjuster can inspect them
Preserving the scene allows adjusters to assess damages in their original condition, which is critical to accurate loss evaluation.
An insured reports a loss involving a scheduled personal property item (e.g., jewelry). What additional step should the FNOL process include?
Answer: Verify whether the item was specifically scheduled on the policy and confirm its listed value
Scheduled items have specific values listed on the policy endorsement, and confirming this at FNOL is essential for accurate coverage determination.
Why is it important for the FNOL adjuster to advise the claimant of their duty to cooperate?
Answer: Because the duty to cooperate is a standard policy condition, and failure to comply can affect coverage
Most policies contain a duty to cooperate condition, and advising the claimant of this obligation is a standard FNOL best practice.
When recording FNOL information for a catastrophe event where hundreds of claims are reported simultaneously, which approach is most effective?
Answer: Deploy a catastrophe response team with standardized intake protocols and triage prioritization
Catastrophe response teams with standardized intake and triage protocols ensure efficient and consistent handling during mass loss events.