Certified Automotive Loss Adjuster (CALA)

Question 1

An automotive loss adjuster is handling a claim where the insured's chosen repair facility is owned by the adjuster's brother-in-law. To avoid a potential conflict of interest, what is the adjuster's most ethical course of action?

Handle the claim as usual, since a family relationship does not automatically constitute a conflict of interest. Advise the insured to use a different shop without explaining the personal connection. Disclose the relationship to their supervisor and ask for the claim to be reassigned. Proceed with the claim, but ensure the estimate from the family-owned shop is significantly lower than competitors.

Correct Answer:

Disclose the relationship to their supervisor and ask for the claim to be reassigned.

Question 2

Which of the following actions is the best example of an adjuster upholding their duty of good faith and fair dealing?

Delaying communication with a claimant in the hope they will accept a lower offer out of frustration. Providing a clear, prompt, and detailed explanation for a partial denial of a claim, citing specific policy language. Using a vehicle valuation service that is known to produce consistently below-market values to save the company money. Informing a body shop that future referrals are dependent on them providing lower labor rates on all claims.

Correct Answer:

Providing a clear, prompt, and detailed explanation for a partial denial of a claim, citing specific policy language.

Question 3

While explaining a total loss settlement to an insured, an adjuster knowingly omits the fact that the valuation report included a large negative adjustment for a 'salvage history' that the vehicle does not actually have. This omission results in a lower settlement offer. Which ethical violation has the adjuster committed?

Subrogation Defamation Betterment Misrepresentation

Correct Answer:

Misrepresentation

Question 4

An adjuster's fiduciary duty to their employing insurance company primarily requires them to:

Act in good faith to protect the company's financial assets while fulfilling all contractual obligations to the insured. Attempt to settle every claim for the lowest possible amount, regardless of the policy provisions or fairness. Prioritize the company's quarterly profitability targets above the fair and timely treatment of the insured. Pay the full amount requested by the insured or their repair shop without conducting a thorough investigation.

Correct Answer:

Act in good faith to protect the company's financial assets while fulfilling all contractual obligations to the insured.

Question 5

A key component of professional ethics for an automotive loss adjuster is maintaining objectivity. This is best demonstrated by which of the following?

Always agreeing with the insured's opinion of vehicle value to ensure high customer satisfaction scores. Consistently siding with a preferred repair facility's estimate to maintain a good long-term working relationship. Applying a standard, predetermined settlement amount for all claims of a similar type to ensure speed. Basing all claim decisions on verifiable facts, evidence, and policy provisions, free from personal bias or outside influence.

Correct Answer:

Basing all claim decisions on verifiable facts, evidence, and policy provisions, free from personal bias or outside influence.

Question 1

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About this Exam

Prepare with the Certified Automotive Loss Adjuster (CALA) practice quiz. This question bank includes 30 questions covering adjuster, vehicle, damage, loss, and automotive. Use it to review important concepts, identify knowledge gaps, and build confidence for the related exam, course, or assessment.

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Certified Automotive Loss Adjuster (CALA)

This practice set contains 30 questions from the matching question bank and focuses on adjuster, vehicle, damage, loss, and automotive. Work through each question carefully, review the provided solutions, and revisit topics that need more study before your next attempt.

This is an independent study resource intended for practice and review; it is not an official examination or an endorsement by any organization named in the title.

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Certified Automotive Loss Adjuster (CALA)

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