Which statement best describes the components of effective claim communications?

• A. Only written communication is used
• B. Verbal and nonverbal cues, questioning, and listening are included
• C. Communication is limited to policy terms
• D. Feedback is unnecessary in negotiations

Answer: (B)

Effective claim communications rely on engaging with the other party in a two-way process that uses spoken language, body language, thoughtful questioning, and active listening to uncover facts, clarify issues, and build rapport. Verbal and nonverbal cues help you pick up on concerns, credibility, and emotion, while purposeful questions keep you from missing important details and help the other person explain complex situations. Listening carefully confirms your understanding, allows you to verify information, and guides how you respond and negotiate. This combination supports clear, accurate information flow and fosters trust, making it the most complete description of effective claim communications.

The other options miss key elements: writing alone doesn’t convey tone or body language; focusing only on policy terms ignores the real-world facts and the claimant’s needs; and treating feedback as unnecessary would hinder understanding and progress in the negotiation.