ClaimSurance Live Coaching Library (Starter 50)

 ClaimSurance Live Coaching Library (Starter 50)

This document outlines 50 real-time coaching scenarios for Property & Casualty claims handling. Each

scenario is designed to assist adjusters during live calls by identifying key moments and suggesting

compliant, effective responses.

1. Flood Coverage Uncertainty – Offer agent/policy verification; do not confirm coverage.

2. Water vs Flood Confusion – Clarify water source affects coverage.

3. Deductible Surprise – Explain deductible as shown in file.

4. ALE Hotel Question – Verify habitability before approval.

5. Loss of Kitchen Use – Consider additional food expense.

6. Rental Car Question – Verify rental coverage first.

7. Attorney Mention – Document and avoid argument.

8. Complaint / Bad Faith – Acknowledge and document concern.

9. Coverage Denial Confusion – Clarify claim status.

10. Translator Opportunity – Offer language assistance.

11. Elderly Caller – Slow down and summarize.

12. Mitigation Question – Encourage reasonable protection.

13. Contractor Freedom – Avoid coercion.

14. Inventory Overwhelm – Break into steps.

15. Injury Mention – Separate handling required.

16. Fraud Indicators – Clarify without accusing.

17. Catastrophe Delay – Acknowledge and set expectations.

18. Claim Closed Confusion – Explain status.

19. Multiple Policies – Avoid allocation statements.

20. Mortgage Check Issue – Explain lienholder process.

21. Spoiled Food Claim – Verify sublimits.

22. Pressure for Yes/No – Avoid speculation.

23. Emotional Distress – Lead with empathy.

24. Recorded Statement – Explain purpose.

25. Proof of Loss – Explain document clearly.

26. Payment Delay – Check and explain status.

27. Estimate Dispute – Offer review.

28. Depreciation Confusion – Explain reduction.

29. Replacement Cost – Clarify policy type.

30. Coverage Limits – Explain limits carefully.

31. Silence After Cue – Prompt follow-up.

32. Contractor Higher Estimate – Review fairly.

33. Advance Payment Request – Verify eligibility.

34. Mold Concern – Sensitive coverage issue.

35. Roof Age – May affect claim outcome.

36. Policy Cancellation – Avoid underwriting speculation.

37. SIU Concern – Document neutrally.

38. Neighbor Liability – May involve liability review.

39. Subrogation – Avoid commitment.

40. Contents vs Structure – Clarify classification.

41. Temporary Repairs – Keep receipts.

42. Documentation Reminder – Encourage records.

43. Interruptions – Regain control politely.

44. Dead Air – Maintain engagement.

45. Supervisor Request – Escalate properly.

46. Timeline Confusion – Clarify process.

47. Partial Denial – Explain split handling.

48. Payment Method – Explain clearly.

49. Effective Date – May affect coverage.

50. Repeat- Caller – Acknowledge frustration.