Claims Handling & Conflict Resolution Flashcards
7 cards from real CMC practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Claims Handling & Conflict Resolution flashcards as text
A carrier's adjuster makes a settlement offer that the customer rejects. The carrier's NEXT step in good faith claims handling should be:
Answer: Request additional documentation and re-evaluate, or explain in writing why the offer is final
Good faith claims handling requires the carrier to either request supporting documentation and re-evaluate or provide a written explanation justifying the final offer amount.
Which of the following best defines a 'released value' shipment in the context of moving claims?
Answer: A shipment where the customer waives Full Value Protection in exchange for the carrier's minimum liability at no extra charge
Released value means the customer has accepted the carrier's minimum liability (60 cents per pound per article) instead of purchasing Full Value Protection.
A CMC is training new staff on conflict resolution. Which communication approach is MOST effective when a customer is visibly upset about a claim denial?
Answer: Use active listening, validate the customer's feelings, and explain the decision calmly with specific reasons
Active listening, emotional validation, and a clear calm explanation build trust and are the most effective approach for de-escalating upset customers.
A carrier receives a claim for a scratched dining table. The customer provides no photos from before the move. What is the adjuster's best approach?
Answer: Inspect the item, review the origin inventory notations, and assess the plausibility of transit damage
The adjuster should inspect the item and review inventory documentation to assess whether the scratch is consistent with transit damage, using all available evidence.
Under what circumstance can a carrier legally place a lien on a customer's household goods?
Answer: When the customer refuses to pay charges lawfully owed as stated in the bill of lading
Carriers have a legal right to hold household goods and assert a lien when a customer refuses to pay the charges legally owed and documented in the bill of lading.
Which statement best describes the difference between 'mediation' and 'arbitration' in moving dispute resolution?
Answer: Mediation uses a neutral third party to help parties reach a voluntary agreement; arbitration results in a binding decision by a neutral third party
In mediation the mediator facilitates agreement but has no decision-making power; in arbitration the arbitrator renders a binding decision both parties must accept.
A customer wants to file a small claims court case against a carrier for an interstate move claim. What is the legal obstacle they will likely face?
Answer: The Carmack Amendment preempts state law claims for interstate cargo loss and damage, limiting remedies to federal law
The Carmack Amendment broadly preempts state law tort claims for interstate cargo damage, meaning customers generally cannot use state small claims court for such disputes.