MedVR
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About the Case

Graham West, a 35-year-old independent contractor in Birmingham, is at the insurance office to discuss a settlement claim for damages incurred during his home renovation. He finds the initial offer insufficient to cover the full repair costs.

As the claim adjuster, you need to review Graham’s documentation, assess the extent of the damage, and discuss his concerns about the offer. Your goal is to negotiate a revised settlement that aligns with the actual costs and supports the completion of his renovation project.

Learning Objectives:
  • Engaging in discussions to reach a mutually agreeable settlement with the policyholder 
  • Resolving disagreements about the claim payout through effective negotiation 
  • Clearly conveying the reasons for the settlement offer and any constraints 
  • Maintaining composure while addressing the policyholder’s demands and concerns 
  • Understanding and acknowledging the policyholder’s perspective and emotional response
Skills Assessed
  • Negotiation  
  • Conflict Resolution  
  • Communication  
  • Patience  
  • Empathy 

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Negotiating Claim Settlement

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