In Aug. 2006, Claims Magazine published the National Claims Writing Test, a series of 25 objective questions that aimed to give claim professionals a “snapshot” of a their writing skills when writing up reports. Part two of the test goes further, offering even more breadth and accuracy in helping to assess the talents of new hires, and showing which people should be on a fast track toward management. It also helps identify the specific needs of future writing training.

You are about to answer 25 questions about writing skills. These questions range across a number of writing topics that were either missing from the earlier test or were mentioned in passing, including the formatting of inside addresses of letters, capitalization, organization, breaking up lengthy sentences, misused words, jargon, tone, use of apostrophes, serial commas, slash constructions, visual appeal of letters, and correct spelling.

Please note that these questions are not aimed at measuring knowledge of the claim industry; they are meant to measure skills in and sensitivity to business writing, using common problems found in property/casualty claim correspondence as its milieu. Of course, writing is only one aspect of a claim professional's job. They must also be decisive, adaptable, and versatile problem solvers — coincidentally, a skill set shared by effective writers. Good luck!

Click “Next” for the test!

The National Claims Writing Test, Part Two(TM)

1. _______ Which of the following boldface words is being used properly?

A) The customer is always right, irregardless of the circumstances.

B) In regards to your letter, we are making a new offer to settle the claim.

C) Hopefully, you will fly to Chicago tomorrow.

D) We will effect a change in the students' spirits.

2. ______Which of the following is correctly written?

A) The September 15, 2006, meeting started on time.

B) The September 15th, 2006, meeting started on time.

C) The September 15, 2006 meeting started on time.

D) The September 15, 2006; meeting started on time.

3. ______Which of the following is preferable?

A) him/her

B) they're

C) he/she

D) s/he

E) none of the above

4. ______Which of the following is incorrect?

A) It's a pleasant day.

B) Gus's coat is torn.

C) The 1990s were a lively time.

D) The insured's did state that they were out of down during the fire.

E) He used even numbers (e.g., 2, 4, 6, 8 etc.).

5. _____Which of the following is preferable?

A) Sheila is in charge of underwriters; Bill is in charge of claim staff.

B) Sheila is an underwriter, however, she didn't assess this risk.

C) Sheila is in charge of managers — Bill is in charge of claim staff.

D) Sheila is in charge of underwriters. Bill is in charge of claim staff.

E) Sheila is in charge of underwriters Bill is in charge of claim staff.

6. ______Which of the following sentences is punctuated properly?

A) It was a crisp, October day.

B) We sat through a dull, repetitive trial.

C) The outline was good but the final reservation-of-rights letter was too long.

D) It's time for action not words.

7. ______Which of the following words is spelled correctly?

A) noticable

B) embarass

C) supersede

D) accidently

E) accomodate

8. ______Which of the following sentences is correct?

A) He asked, “When will you be finished?”.

B) He asked, When will you be finished?”

C) He asked, “When will you be finished”?

D) He asked 'When will you be finished?”

E) He asked, “When will you be finished?”

9. ______Which of the following is incorrect?

A) He asked me to do the following: complete the form, sign it, and send it back to him.

B) We went to Orlando, Fla.; New York, N.Y.; and Kansas City, Mo.

C) We hired three new managers: John Tompkins, Claim Manager; Ryan Jones, VP of Claims; and Sue Dean, Claim Director.

D) Dear Mr. Potemkin,

E) Dear Mr. Potemkin:

10. ______”We are in receipt of your second invoice in regards to the claim.” Which of the following is helpful in editing the previous sentence?

A) “Regards” is not the right word; use “regard.”

B) It's okay to use “I” if you are the one receiving the information.

C) It's okay to use the more conversational “We've received…” instead of the stodgy “We are in receipt of … .”

D) “We” is appropriate if you are referring to the company or to others as well as yourself.

E) All are helpful.

11. ______Which of the following sentences is in the greatest need of a serial comma before the word and?

A) The book covers memos, letters, and reports.

B) He went to Jacksonville, Salt Lake City, and the Bronx.

C) My favorite TPAs are Smith Ltd., Wishney & Todd, and Claims, Inc.

D) I need paper, a pen with black ink, and an eraser.

12. ______Why should you avoid the phrase “Thank you in advance”?

A) It is presumptuous; the reader hasn't agreed to do it.

B) It is a weak way to motivate a reader to do something that is a chore.

C) The word “please” is enough for most simple requests.

D) It is not as helpful as spelling out the reasons why it's in the best interests of the reader to cooperate.

E) All of the above are reasons not to use the phrase.

13. ______Which of the following is punctuated correctly?

A) He was, of course, happy to comply.

B) It's time for action not words.

C) December, 31 2005

D) It was a crisp, reservation-of-rights letter.

E) Out of the automobile, walked the President himself!

14. _______Which of these words/phrases can aid in making a successful transition between thoughts?

A) Therefore

B) Finally

C) In addition

D) On the other hand

E) All of the above

15. ______Which of the following is incorrect?

A) A vacuum cleaner produces 90 decibels — beyond the permissible standard.

B) Dear Mr. & Mrs. Weber:

C) I think he said, “Jim told me 'No.'”

D) Adjusters must strive to avoid bad-faith lawsuits.

E) She finds nobody's work satisfactory.

16. ______Which of the following is an incorrect, awkward, or empty phrase?

A) Thank you for your attention.

B) Please let us hear from you soonest possible.

C) ASAP

D) As per your request.

E) All of the above.

17. ______Which of the following is correct?

A) Mississippi has four s's.

B) Neither the adjuster nor the plaintiff was there.

C) We went to the zoo, circus, and amusement park — a day we won't soon forget.

D) On the supervisor's desk was an order to increase all of the adjusters' salaries.

E) All are correct.

18. ______ Which of the following is preferable?

A) Mr. Phil Cotton

Vice President, Claims

Acme Insurance Company

10 Park Avenue

New York, NY 10024

B) Ms. Laurie Henry

Claims Manager

Division of Workers' Compensation

CN 381

Atlanta, GA. 30304

C)Mr. Paul Potter

Vice President and Human Resources

Senior Manager

Everest Industries

60 Webb Street

Corning, NY 12334

D)Morning Insurance

Attention: Lee Frame, VP

Suite 101, 20 Young Street

Salisbury, MD 34543

19. ______Which of the following is true of business letters?

A) Use wide margins to add visual appeal.

B) Use 12 pt. or at least 10 pt. type size.

C) In lengthy informative letters, summarize early and tell your reader where the rest of the letter is headed.

D) Active language is more dynamic than passive language.

E) All are true.

20. ______Which of the following is not wordy, stodgy, passive, clich?, or vague?

A) I trust you will understand our position.

B) Please note that …

C) Receipt is acknowledged of your letter …

D) Please do not hesitate to call me.

E) What type of physical activities do you engage in?

21. ______Which of the following is considered a sexist term?

A) Gal

B) Anchorman

C) Freshman

D) Workmen's Compensation

E) All are considered sexist.

22. ______Which of the following contains an incorrectly capitalized word?

A) London, Thanksgiving, Southern California

B) Scotch Tape, Proof of Loss

C) Impressionism, Fifth Avenue, Library of Congress

D) Business Interruption claim, a nearby clinic, Social Security

E) All are correctly capitalized.

23. ______Which of the following is the least correct slash (/) construction?

A) A 40/60 split

B) The total output was 10,000 claims/year.

C) he/she

D) Oral/written tests

E) d/b/a

24.______ Which of the following is correct?

A) John, George and myself met to discuss the claim.

B) After finding the missing log notes, the search was ended by the adjuster.

C) You projected a claim settlement rate of 80 percent, however, this figure may vary because of a number of factors.

D) Each claim supervisor must fill out their personnel reviews by Friday.

E) An order form, as well as a postpaid envelope, is enclosed.

25. ______Which of the following is not true?

A) Write out all numbers below 15.

B) When two or more numbers are presented in the same section of writing, write them as numerals.

C) Place a hyphen between a number and a unit of measure when they modify a noun.

D) Write decimals and fractions as numerals, not words.

E) Never begin a sentence with a numeral.

Gary Blake is director of The Communication Workshop in Port Washington, N.Y., 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 may be reached at garyblake@aol.com.

Special Reports /

The National Claims Writing Test, Part Two

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