When denying a claim, what approach should you not use? Check all that apply. "

A. You" statements that sound preachy

B. Reasons-before-refusal pattern

C. Language that is objective and neutral

D. Lccusations that imply the customer is dishonest

The correct answer is letter "A" and "D": "You" statements that sound preachy; Accusations that imply the customer is dishonest.

Explanation:

Denial letters are very sensitive communications that must be structured to make the customers understand why the claim is being denied. The letter must be direct and objective in all moments to make that understanding easier. Ambiguous or preachy phrases or must be avoided. If applies and necessary, we could let the customers know they were at fault with the facts that lead to that conclusion but not subliminally implying they were dishonest.