IS-1107: Adjuster Customer Service Answers

1

Which of the following describes “The Platinum Rule?”

  • Do unto others as you would have them do unto you
  • Treat others as you would treat yourself
  • Always let your conscience be your guide
  • The good that you do comes back to you
2

Which of the following defines the word sincerity?

  • Seeing oneself in another’s shoes
  • Acting in a kind and pleasant manner
  • Showing regard and appreciation for someone’s worth
  • Being without deceit or pretense
3

Which of the following defines the word empathy?

  • Seeing oneself in another’s shoes
  • Acting in a kind and pleasant manner
  • Showing regard and appreciation for someone’s worth
  • Being without deceit or pretense
4

Which of the following best defines active listening?

  • Demonstrating that you have heard and understand the policyholder’s concerns
  • Acting in a kind and pleasant manner
  • Hearing the policyholder’s words
  • Seeing yourself in the policyholder’s shoes
5

What is the most appropriate way for an adjuster to dress when inspecting a claim?

  • A collared shirt, such as a polo shirt; slacks, such as chinos; and shoes
  • T-shirt, jeans, and sneakers
  • A button-down shirt and tie
  • It depends on the claim
6

Ed, an adjuster, has a heavy caseload after a recent flood. He arrives at a property to adjust a claim and thinks, “Well, this place was obviously a dump to begin with. I can get through this claim quickly and move on to the next property.” How did Ed violate the principles of a customer-centric focus?

  • By letting the modest nature of the property affect how he adjusted the claim, Ed did not treat the policyholder with dignity and respect
  • By calling the customer back within the promised timeframe, Ed demonstrated good communication skills
  • By explaining coverages to the policyholder, Ed instilled confidence
  • By actively listening to the policyholder’s concerns

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