AIC 30 - Assignment 5 Practice Test

Agent

A person who understands insurance language, the claim process, and communicates on behalf of the insured

Reflective listening

A technique that helps listeners correctly interpret messages

Stella was discussing the new claim distribution process with her team. The team was supplying information on the results and performance metrics after the first week of implementation for the new distribution process. The team spoke about the drop in cycle time for the period between assignment and pickup of the claim by the claim representative. Stella determined that the delay was user error, because the team advised that the system did not contain any deliver errors in the follow up reports. Stella's determination is best identified as which one of the following?

Decoding

Sally knew that the data entry process for claim submissions was behind so she called the administrative team together to implement a new plan to streamline entry of like claims to specific individuals. Sally's communication with the administrative team is best identified as which one of the following?

Encoding

Kevin was handling a complex bodily injury claim and was in regular discussions with all parties involved in the claim. Kevin was hosting a formal meeting with the claimant and the claimant's attorney and was requesting the claimant sign a release for a settlement of the claim. Which one of the following best identifies the purpose of Kevin's communication at this stage?

Negotiation

Annie was working on an automobile liability claim and attempting to obtain a recorded statement of the events that lead up to the accident from the policyholder. As the person answering questions for the recorded statement from Annie, the policyholder is best identified as which one of the following?

Receiver

Melissa was working on an automobile liability claim and attempting to obtain a recorded statement of the events that lead up to the accident from the policyholder. As the person taking the recorded statement and asking questions of the policyholder, Melissa is best identified as which one of the following?

Sender

As a claim representative for Reliable Insurance, Dan would handle various liability claims. On any given claim, Dan could be working with an insured, agent, claimant, or attorney. In order for Dan to be an effective communicator he should use which one of the following?

The perspective of the other party

When a sender shares information in the communication process, which one of the following phases is occurring?

Transmission

Feedback

When a receiver responds during the communication process