[12 Answers] FEMA IS-1107: Adjuster Customer Service

Here are the FEMA test answers to IS-1107: Adjuster Customer Service.

Overview: The FEMA IS-1107 course was published on 9/2/2015 to create and maintain a customer-centric focus during every policyholder interaction; build rapport using empathy, sincerity, likeability, integrity, and friendliness; respond and communicate effectively with policyholders.

Primary audience: Claim Adjusters (new and certified). Upon successfully passing the exam, you will receive a Certificate of Achievement noting CE earned through the International Association for Continuing Education & Training (IACET). Recommended prerequisite: IS-1112: Introduction to Flood Claims.

FEMA IS-1107 test answers

Each time this test is loaded, you will receive a unique set of questions and answers. The test questions are scrambled to protect the integrity of the exam.

1. How an adjuster interacts with customers reflects on the adjuster and his or her employer, but not on the NFIP. 
A. TRUE✅
B. FALSE

2. Which of the following defines the word empathy? 
A. Being without deceit or pretense
B. Showing regard and appreciation for someone’s worth
C. Seeing oneself in another’s shoes✅
D. Acting in a kind and pleasant manner

3. Which of the following defines the word respect? 
A. Being without deceit or pretense
B. Showing regard and appreciation for someone’s worth✅
C. Seeing oneself in another’s shoes
D. Acting in a kind and pleasant manner

4. Which of the following techniques can help you communicate effectively with policyholders? 
A. Getting through the claim as quickly as possible✅
B. Reading verbatim from the policy with no further explanation
C. Observing the policyholder’s non-verbal gestures, hand movements, and eye contact
D. Ignoring numerous telephone calls from the policyholder

5. To ensure effective ongoing communication with policyholders, you must provide an active telephone number and email address for follow-up 
A. TRUE✅
B. FALSE

6. As an adjuster, you can tell policyholders that you and everyone in the claims process are dedicated to paying their claim as quickly as possible and paying every cent that can be paid under federal law. 
A. TRUE✅
B. FALSE

7. How does maintaining a customer-centric focus benefit the adjuster? 
A. Facilitates claim processing✅
B. Discourages policyholder cooperation
C. Creates an unprofessional impression
D. Tells the policyholder the adjuster is always right

8. Which of the following best defines active listening? 
A. Seeing yourself in the policyholder’s shoes
B. Hearing the policyholder’s words
C. Demonstrating that you have heard and understand the policyholder’s concerns✅
D. Acting in a kind and pleasant manner

9. The adjuster is the “face” of the NFIP.
A. TRUE✅
B. FALSE

10. Which of the following defines the word sincerity? 
A. Being without deceit or pretense✅
B. Showing regard and appreciation for someone’s worth
C. Seeing oneself in another’s shoes
D. Acting in a kind and pleasant manner

11. Which of the following describes “The Platinum Rule?” 
A. The good that you do comes back to you
B. Always let your conscience be your guide✅
C. Do unto others as you would have them do unto you
D. Treat others as you would treat yourself

12. Which of the following defines the word friendliness? 
A. Being without deceit or pretense
B. Showing regard and appreciation for someone’s worth
C. Seeing oneself in another’s shoes
D. Acting in a kind and pleasant manner✅