Mavis deals with many different people$-$including insureds, claimants, and witnesses, among others.

Because Mavis has a hard time remembering people's names, her claims notes often include concise physical

descriptions of these people, often in unflattering terms like "fat" and "ugly." Mavis's claims files are least

likely to be read by

$($Search Chapter $2).$

a$.$ an identity thief.

b$.$ attorneys suing Mavis and her employer.

c$.$ insurance regulators.

d$.$ jurors.

One of Glenda's duties as an internal auditor for the insurance company that employs her involves

reviewing claims files to determine whether they are properly documented. When examining a claim file,

Glenda does not expect to find documentation of

$($Search Chapter $2).$

a$.$ any negotiations concerning the value of the claim.

b$.$ the assigned adjuster's performance review.

c$.$ the initial loss notification.

d$.$ when the claim was concluded.

A claimant calls Phillip and asks why she has not yet received the check he promised last week. He

promises to look into it and get back to her. After reviewing his files, Phillip discovers that he forgot to sign off

on the check and it has not gone out yet. Phillip immediately corrects his error, and the payment is now being

processed. When Phillip returns the claimant's call, he should

$($Search Chapter $2).$

a$.$ admit his mistake and assure her that payment is now in progress.

b$.$ say that the check must have gotten lost in the mail.

c$.$ blame the slow payment processing system.

d$.$ simply state that the check is in the mail.When Abigail was transferred to another claims office, her pending claims were reassigned to Timmy. Timmy should be able to pick up with these claims where Abigail left off if Abigail $($Search Chapter $3)$ a$.$ kept concise summaries of her thoughts rather than details of her actions in her claims files. b$.$ maintained properly documented claims files. c$.$ purged her claims files before turning them over to Timmy. d$.$ spent a few minutes giving him an oral report on each pending case.