Claim adjusters must be decisive, versatile, and exhibit exceptional problem-solving skills. But a quick scan of online job-posting sites reveals that companies also are looking for more specialized qualities in their new hires. Adjusters need to be proficient in using company-specific software programs. Many carriers also expect to see up-to-date certifications and years of experience before considering applicants for adjusting or file-examining positions.

One skill rarely mentioned in the classified ads, however, is the ability to write clearly and concisely. There is no denying that effectively communicating information is a major aspect of a claim professional's job. Without this skill, managers and adjusters risk the potential for confusion or misinterpretation in the daily course of doing their jobs.

The National Claims Writing Test from The Communication Workshop helps evaluate the writing aptitude of claim managers and adjusters. The test is not aimed at measuring knowledge of the claim industry, but rather seeks to measure skills in business writing by using common problems found in property/casualty claim correspondence as its milieu. Questions range over a number of writing topics, including format, phrasing, organization, breaking up lengthy sentences, e-mail etiquette, misused words, jargon, tone, punctuation, grammar, and spelling.

Do you have the kind of writing skills that would make your fifth-grade grammar teacher proud? Take this challenging test and find out.

Click “Next” to take the test!

Answer True (T) or False (F):

______1. “Between you and me,” is not preferred to “Between you and I.”

______2. “We now have enough facts surrounding this claim to enable us to make a proper liability decision.” is preferable to “We now have enough information to make a liability decision.”

______3. Parentheses are used to enclose secondary material, as in the following example: “I sent you three checks (Number 25, 26, and 27) yesterday.”

______4. Use Copy or Copy to instead of the old fashioned cc.

______5. Mitigate means to reduce, minimize, or lessen.

Choose the Correct Letter:

______6. Which of the following is the preferable format for an RE line in a letter?

a. Insured: John JayClaim Number: 223Date of Loss: 6/24/06

b. Insured: John Jay

Claim No.: 223

Date of Loss: 6/24/06

c. Insured: John JayClaim # 223Date of Loss: June 24, 2006

d. Insured: John Jay

Claim Number: 223

Date of Loss: June 24, 2006

_______7. Which of the following sentences is incorrect?

According to the National Burglar and Fire Alarm Association, the best home security system should be customized to suit your schedule and that of your children, pets, and valuables.
Please let us know if this van is being operated in an unsafe manor.
After lighting a cigar, the car swerved off the road and hit a tree.
If you or a loved one has suffered an overdose, addiction, or death due to Oxycontin, please call this number….
All are incorrect.

_______8. You receive a letter from Terry Simon but are unsure of the writer's sex. Which salutation should you use in your response?

To whom it may concern:
Dear Terry,
Dear Mr. or Ms. Simon:
Dear Terry Simon:
Dear Mr. Simon:

_______9. Which of the following denials is preferable?

Regretfully, we cannot honor your claim.
We must deny your claim.
Unfortunately, your claim cannot be paid.
We cannot afford coverage to you for your claim.
We must respectfully deny your claim.

_______10. Which of the following is the best ending for a letter in which you have requested information from a claimant?

Thank you for your anticipated cooperation in this matter.
Your cooperation in this matter is greatly appreciated.
To expedite settlement, please send these documents ASAP
To speed settlement, please send these documents by [date].

_______11. Which of the following phrases should be avoided?

Enclosed please find
Under separate cover
Pursuant to our plan
As per our discussion
Avoid all of them

_______12. Which of the following sentences is preferable?

Please be advised that in order for us to properly defend you, we will need to cooperate with the defense counsel.
Please be advised that that in order for us to properly defend you, we will need for you to cooperate with the defense counsel.
In order for us to properly defend you; you will need to cooperate with the defense counsel.
For us to properly defend you, please cooperate with the defense counsel.

_______13. Which of the following phrases is not redundant?

VIN Number
Potential fire hazard
Consensus of opinion
A multi-part series
All are redundant

_______14. Which of the five ideas about business writing is always true?

Never use I in business writing.
Never use a one-sentence paragraph.
Never end a sentence on a preposition.
Avoid “Send it to the undersigned.”

_______15. Which of the following comments is acceptable to put in a file's log notes?

We have a favorable interview from a neighbor that our insured's driver was not supposed to use the car.
Please finish investigating this claim and then deny it.
I just know this claimant doesn't want to go back to work.
I am darn near speechless on how this appeal has been handled by the other claims area.
All of the above are unacceptable.

_______16. Which of the following closings to a letter is preferable?

Yours sincerely,
Sincerely yours,
Sincerely,
Very truly yours,
I remain,
Respectfully,

_______17. Which of the following is written properly?

While drinking his coffee, the car swerved off the road.
She immediately turned her head to look where the stone came from, in doing so she inadvertently turned the steering wheel, which caused her to lose control of her car.
The attorney's exorbitant demand was much higher than our offer, which my colleagues felt was laughable.
She was very well-liked, and spoke in a thoughtful, direct manner.
Neither the cost nor the technology was studied.

_______18. Which of the following is the best set of substitute phrases for the following wordy phrases: absolutely complete, after the conclusion of, bring an end to, and despite the fact that?

complete, in conclusion of, end, despite
complete, after the, end, although
complete, after, end, although
complete, afterwards, end, although

_______19. Which statement is the least helpful in the breaking up of the following paragraph?

By March 4, 2006, the pain had increased to the point that Mr. Sand had to leave work early and was taken by his son to his doctor. An EKG taken at the doctor's office indicated that Mr. Sand was having a heart attack. Mr. Sand was then taken to the hospital and was stabilized. He began having lung and kidney problems and was transferred from General Hospital to Winston Hospital, which has the capacity to deal with these problems. Testing confirmed that Mr. Sand had a rupture in the mitral valve in his heart and was taken to surgery. The valve was repaired and grafted. We're unclear at this point how long Mr. Sand was actually hospitalized at Winston. He was transferred from there to a rehabilitation facility. He was dissatisfied with that facility and was allowed to go home to recuperate.

The first break could be after the word attack or after stabilized.
If I choose to break it after attack, my new paragraph becomes one about what happened to Sand following the heart attack.
To separate the paragraph about Sand's hospital stay from the other information that follows, I ended my second paragraph with the word grafted.
The last two lines of the entire paragraph are too vague and random to be a separate paragraph.
Since the last two lines of the entire paragraph do show a clear break from the earlier idea, they deserve to be a separate paragraph, despite being vague and random.

______20. Which of the following phrases is old fashioned or stodgy?

Should you have any questions
Send it to the undersigned
In lieu of
Deem it advisable
All are old-fashioned or stodgy

______21. If you were to break up this sentence by placing a period after the word policy, how should the next sentence begin?

“I feel this matter could have been settled if Mr. Ostland had reported the damage to his insurance carrier and had obtained confirmation of any coverage available under his policy or if none available provided me with this information and I would have made payment based on the policy coverage you carry.”

He should have provided me with
If none was available, he should have
If no coverage were available, he should have
If no coverage was available, he should have

______22. Which of the following is an example of passive language?

We are surprised to see these results.
Any of us would have done the same
It should be understood that no claim decision has yet been made
I am thinking about doing it next week.

______23. Which of the following sentences is better phrased than the others?

Let me state that I am truly sympathetic with the situation you are in due to this fortuitous accident.
Your claim will be handled professionally and expediently.
Our investigation has revealed that a furnace suffered mechanical failure.
Where is Tom at?
Which style and tone will the insured best respond to?

______24. Which of the following phrases is redundant?

hot water heater
the claim is still ongoing
personal belongings
potential fire hazard
all are redundant phrases

______25. Which of the following is a reason why spelling out a date is less confusing to most readers than writing dates within slashes?

Many in the military write dates in a different format than most of us.
Many technical people write dates in a different format than most businesspeople.
Europeans are used to writing dates in a different format that most Americans.
In slash construction, one mistaken keystroke throws the whole date off.
All are reasons to spell out dates instead of use them in slashes.

Click “Next” to see the answers!

Tally Up Your Score

Allow four points for each correct answer:

80-100: Excellent

70- 80: Good

60-70: Fair

50-60: Poor

0-50: Requires Additional Writing Training

My Score: ________

Answers: (1)F;(2)F;(3)T;(4)T;(5)T;(6)d; (7)e;(8)d;(9)b;(10)d;(11)e;(12)d;(13)e;

(14)d;(15)e;(16)c;(17)e;(18)c;(19)d;(20)e; (21)c;(22)c;(23)e;(24)e;(25)e

Gary Blake is director of The Communication Workshop, which offers on-site, claim-writing seminars throughout North America. His book, The Elements of Business Writing, is used at more than 125 insurance companies. He can be reached at 516-767-9590, garyblake@aol.com.

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