Claim Professionals Can Now Learn Negotiation And Other Skills Via Audiocassette

N/Arofessionals can now enhance their communication, negotiation and claims management skills while driving to and from work or to inspect the damage to a policyholder's car. The <%=company%> (IIA) has just introduced a set of five audiocassettes to accompany its Associate in Claims (AIC) program that gives claim reps and examiners a new and convenient way to sharpen their skills.

"Applying Communication, Negotiation, and Claims Management Skills" is an optional supplement for the AIC 33 text, The Claims Environment. AIC 33 is one of four courses and national examinations that constitute the AIC program. The tapes can benefit not only students of AIC 33 but also claim trainees, claim representatives, or anyone with a serious interest in claims handling, the Institute says.

The audiocassette program uses case studies, dialogues, and a question-and-answer format. The tapes present real-life situations that claim professionals might face and practical solutions that they can apply. In a module on communication and human relations, listeners learn both verbal and nonverbal techniques to focus insureds' attention on what's needed to settle a claim. In a business scenario between a claim representative and an attorney, listeners learn tactics to enhance their negotiation skills in confrontational situations. Another case illustrates methods to facilitate communication with insureds who are not fluent in English. N/Arofessionals who handle workers compensation, property and liability claims in companies, agencies, and independent adjusting firms can benefit from the AIC program. It deals with the principles of handling claims in a professional manner using policy analysis, human relations skills and legal and financial principles. IIA developed it with support from the National Association of Independent Insurance Adjusters. The AIC designation is the most widely recognized and respected credential in the insurance claims field.

The four courses and examinations in the AIC program are AIC 33—The Claims Environment; AIC 34—Workers' Compensation and Medical Aspects of Claims; AIC 35—Property Loss Adjusting; and AIC 36—Liability Claims Adjusting.