A supervisor tells a claims rep that 'The claimant is obviously lying because his account of how the accident happened keeps changing.' This statement is inappropriate because it is not

• A. Objective.
• B. Clear.
• C. Concise.
• D. Accurate.

Answer: (A)

Objectivity in claims handling means basing conclusions on verifiable facts, not on judgments about a claimant’s honesty. Saying the claimant is lying simply because his story changed is not objective because it attributes deceit without corroborating evidence. People can give different accounts for legitimate reasons—memory gaps, stress, misunderstanding, or new details—so a shifting narrative doesn’t prove deception. The proper response is to note the inconsistency, seek corroborating evidence, and assess credibility based on objective facts, not personal assumptions about intent.