Best Practices for Claims Consultations

Course Description
Effective consultation and communication in the claims adjustment process are critical to successful claims handling. This course covers the behavioral elements that significantly help communicate insurance concepts and terminology to laypeople and consumers, how to determine the purpose/
objective of consultations, contact priority (who best to contact first) and the information that will be needed, methods for developing active consultative and listening skills, and the ability to ask appropriate questions in a timely manner. The course includes a discussion of the effective utilization of telephone communications and other communications tools. Although the course emphasizes oral consultations, it includes a brief discussion of written documentation and concludes by emphasizing the importance of ethics in claims communications.

The course includes the following chapters:

  • Effective Communication for Effective Consultation
  • Consultation and Communication Skills

By IRMI
International Risk Management Institute, Inc. (IRMI) is the premier provider of risk and insurance continuing education and reference services. IRMI publications are considered the ultimate authority by leading insurance practitioners and even federal appellate courts when interpreting insurance coverage. Use the knowledge you gain from IRMI CE courses with confidence, knowing they are written by seasoned insurance professionals who employ diligent quality assurance standards to provide the most up-to-date, practical, and reliable information possible.

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