continuing education - webce - claims
handling best practices Exam Questions and
Answers with Verified Solutions | Latest
Updated 2026
chap 1 //
,Adjuster Kathy has been assigned Closed questions allow the responder to
an auto accident claim involving answer quickly with a "yes" or a "no."
the insured's 19-year-old daughter,
Megan Smyth. Adjuster Kathy
calls
the Smyth home to talk to Megan.
Mrs. Smyth says that Megan is not
available to talk, and she, Mrs.
Smyth, can answer all of adjuster
Kathy's questions because Megan
told her all about the accident.
Adjuster Kathy said to Mrs. Smyth,
"I appreciate that very much, but I
must talk directly with Megan."
After much discussion, Mrs. Smyth
agrees to allow adjuster Kathy to
talk to Megan for 3 minutes. In an
attempt to get the most
information in 3 minutes, adjuster
Kathy asks Megan a series of
questions about the accident that
can all be answered "yes" or "no."
This type of question is known as
a(n)
a. leading question.
b. open question.
c. closed question.
d. simple question.
, It is 11:55 a.m. and adjuster Kathy advising the caller early about time
is constraints
getting ready to go to lunch. Her and offering to call back later. -- Adjuster
phone rings and she answers after Kathy
the second ring. She pleasantly had only a limited time. Mrs. Smyth had
says, "Hello, this is adjuster Kathy. more
How may I assist you?" It is Mrs. issues to discuss than 5 minutes would
Smyth, who wants to discuss the allow.
repairs to her daughter Megan's
car. She wants all new parts, no
repaired components. She insists
that Megan was not at fault and
will not pay her deductible. She
states Megan needs a rental car.
After beginning her response,
Kathy realizes that this
conversation is going to take at
least 20 minutes. So, she says to
Mrs. Smyth, "Sorry, I have got to
go to lunch. I will call you back
this afternoon. Goodbye." Adjuster
Kathy violated the best practice
for telephone communications of
a. using a pleasant greeting.
b. advising the caller early about
time constraints and offering to
call back later.
c. answering promptly.
d. showing empathy.
handling best practices Exam Questions and
Answers with Verified Solutions | Latest
Updated 2026
chap 1 //
,Adjuster Kathy has been assigned Closed questions allow the responder to
an auto accident claim involving answer quickly with a "yes" or a "no."
the insured's 19-year-old daughter,
Megan Smyth. Adjuster Kathy
calls
the Smyth home to talk to Megan.
Mrs. Smyth says that Megan is not
available to talk, and she, Mrs.
Smyth, can answer all of adjuster
Kathy's questions because Megan
told her all about the accident.
Adjuster Kathy said to Mrs. Smyth,
"I appreciate that very much, but I
must talk directly with Megan."
After much discussion, Mrs. Smyth
agrees to allow adjuster Kathy to
talk to Megan for 3 minutes. In an
attempt to get the most
information in 3 minutes, adjuster
Kathy asks Megan a series of
questions about the accident that
can all be answered "yes" or "no."
This type of question is known as
a(n)
a. leading question.
b. open question.
c. closed question.
d. simple question.
, It is 11:55 a.m. and adjuster Kathy advising the caller early about time
is constraints
getting ready to go to lunch. Her and offering to call back later. -- Adjuster
phone rings and she answers after Kathy
the second ring. She pleasantly had only a limited time. Mrs. Smyth had
says, "Hello, this is adjuster Kathy. more
How may I assist you?" It is Mrs. issues to discuss than 5 minutes would
Smyth, who wants to discuss the allow.
repairs to her daughter Megan's
car. She wants all new parts, no
repaired components. She insists
that Megan was not at fault and
will not pay her deductible. She
states Megan needs a rental car.
After beginning her response,
Kathy realizes that this
conversation is going to take at
least 20 minutes. So, she says to
Mrs. Smyth, "Sorry, I have got to
go to lunch. I will call you back
this afternoon. Goodbye." Adjuster
Kathy violated the best practice
for telephone communications of
a. using a pleasant greeting.
b. advising the caller early about
time constraints and offering to
call back later.
c. answering promptly.
d. showing empathy.
