A claim adjustment should include an apology only when the writer's analysis suggests the receiver expects it.

Question

Quizplus · Accepted Answer

Including an apology in a claim adjustment should be based on the receiver's expectations and the writer's analysis of the situation. If the writer determines that an apology is appropriate based on the receiver's expectations, it should be included. However, if the receiver does not expect an apology, it may not be necessary or appropriate to include one.

A Claim Adjustment Should Include an Apology Only When the Writer's