CIP C112 EXAM ACTUAL EXAM 2026 | PRACTICAL
ISSUES IN CLAIMS MANAGEMENT EXAM | ALL
QUESTIONS AND CORRECT ANSWERS | UPDATED
VERSION!
What does claims management encompass ? ---------CORRECT ANSWER-
----------------1. Handling individual claims 2. Departmental claims
processes and procedures.
(What term/s do the ) courts use to determine bad faith? ---------
CORRECT ANSWER-----------------harsh, vindictive, reprehensible, high-
handed, oppressive, malicious
What benchmark are adjusters held to? ---------CORRECT ANSWER--------
---------Utmost good faith
Broader claims management functions (6) ---------CORRECT ANSWER-----
------------1. establish procedures, 2. providing administrative support, 3.
establish a system of record keeping, 4. align operations to corporate
vision and strategy, 5. ensuring regulatory compliance, 6. staffing and
educating claims department.
,5 ways monitor claims operation ---------CORRECT ANSWER-----------------
Supervisor or team lead reviews all files of new adjusters, Claims audit,
Customer survey, Letters to claimant to confirm payments, Statistical
claims reports
(Examples of) claims Reports ---------CORRECT ANSWER-----------------
Open / close ratios, Exceptional claims for special attention, Trends
(What is the) claims managers role (8 items)? ---------CORRECT
ANSWER-----------------Planning - day to day claims procedure, Official
spokes person, Decision maker at the departmental level, Review
strengths and weakness of department, Admin functions, Inspire staff,
Handle conflicts
3 types of claims operations ---------CORRECT ANSWER-----------------
Centralized, Decentralized, Hybrid
,Describe Hierarchical Configuration ---------CORRECT ANSWER-------------
----Like multilayer wedding cake, More employees (room for
advancement, specialization)
Describe Flat configuration ---------CORRECT ANSWER-----------------Single
layer cake, Fewer designated managers, Staff are more multiline.
Successful claims strategies must demonstrate (guidelines):- ---------
CORRECT ANSWER-----------------be specific, be challenging, be capable
of being measured.
Approaches to learning (6) ---------CORRECT ANSWER-----------------
learning by doing, self paced learning, interactive e-learning, coaching
and mentoring, classroom instruction, case study approach
Processes & procedures accomplish:- ---------CORRECT ANSWER-----------
------promote productivity, reduce errors, control expenses.
, support for customers ---------CORRECT ANSWER-----------------treat with
respect, receive help in time of crisis, claims resolved efficiently,
payments made speedily
File leakage ---------CORRECT ANSWER-----------------claims overpaid,
exaggerated claims not controlled, fraud not identified.
Reasons for site visits (4) ---------CORRECT ANSWER-----------------
Complex claims, severe losses, potential denials, identify subrogation,
Good customer service.
Reasons to use IA's ---------CORRECT ANSWER-----------------volume of
claims, holiday/ busy periods, specialist knowledge, remote areas.
Who controls the claim if IA employed ---------CORRECT ANSWER----------
-------Examiner
Examiner duties (4) ---------CORRECT ANSWER-----------------analyse
reports, determine further action, document the file, ensure policy
conditions are applied.
ISSUES IN CLAIMS MANAGEMENT EXAM | ALL
QUESTIONS AND CORRECT ANSWERS | UPDATED
VERSION!
What does claims management encompass ? ---------CORRECT ANSWER-
----------------1. Handling individual claims 2. Departmental claims
processes and procedures.
(What term/s do the ) courts use to determine bad faith? ---------
CORRECT ANSWER-----------------harsh, vindictive, reprehensible, high-
handed, oppressive, malicious
What benchmark are adjusters held to? ---------CORRECT ANSWER--------
---------Utmost good faith
Broader claims management functions (6) ---------CORRECT ANSWER-----
------------1. establish procedures, 2. providing administrative support, 3.
establish a system of record keeping, 4. align operations to corporate
vision and strategy, 5. ensuring regulatory compliance, 6. staffing and
educating claims department.
,5 ways monitor claims operation ---------CORRECT ANSWER-----------------
Supervisor or team lead reviews all files of new adjusters, Claims audit,
Customer survey, Letters to claimant to confirm payments, Statistical
claims reports
(Examples of) claims Reports ---------CORRECT ANSWER-----------------
Open / close ratios, Exceptional claims for special attention, Trends
(What is the) claims managers role (8 items)? ---------CORRECT
ANSWER-----------------Planning - day to day claims procedure, Official
spokes person, Decision maker at the departmental level, Review
strengths and weakness of department, Admin functions, Inspire staff,
Handle conflicts
3 types of claims operations ---------CORRECT ANSWER-----------------
Centralized, Decentralized, Hybrid
,Describe Hierarchical Configuration ---------CORRECT ANSWER-------------
----Like multilayer wedding cake, More employees (room for
advancement, specialization)
Describe Flat configuration ---------CORRECT ANSWER-----------------Single
layer cake, Fewer designated managers, Staff are more multiline.
Successful claims strategies must demonstrate (guidelines):- ---------
CORRECT ANSWER-----------------be specific, be challenging, be capable
of being measured.
Approaches to learning (6) ---------CORRECT ANSWER-----------------
learning by doing, self paced learning, interactive e-learning, coaching
and mentoring, classroom instruction, case study approach
Processes & procedures accomplish:- ---------CORRECT ANSWER-----------
------promote productivity, reduce errors, control expenses.
, support for customers ---------CORRECT ANSWER-----------------treat with
respect, receive help in time of crisis, claims resolved efficiently,
payments made speedily
File leakage ---------CORRECT ANSWER-----------------claims overpaid,
exaggerated claims not controlled, fraud not identified.
Reasons for site visits (4) ---------CORRECT ANSWER-----------------
Complex claims, severe losses, potential denials, identify subrogation,
Good customer service.
Reasons to use IA's ---------CORRECT ANSWER-----------------volume of
claims, holiday/ busy periods, specialist knowledge, remote areas.
Who controls the claim if IA employed ---------CORRECT ANSWER----------
-------Examiner
Examiner duties (4) ---------CORRECT ANSWER-----------------analyse
reports, determine further action, document the file, ensure policy
conditions are applied.
