A claims adjuster usually works for an insurance company and is responsible for assessing the damage to evaluate the company’s liability to determine a settlement. This often requires excellent attention to detail, good communication and strong interpersonal and communication skills. At your next claims adjuster interview, it’s important to demonstrate your skills and experience to show why you’re the ideal candidate for the job, and preparing answers to potential questions can help you succeed. In this article, we discuss examples of different types of claims adjuster interview questions and provide sample answers for you to review.
General Questions for an Interview with a Claims Adjuster
The interviewer may ask general questions to learn more about you. These questions can be about your personality, interests, expectations and general work experience. Use these questions as an opportunity to emphasize your interest in the position and express how your personality would work in their organization.
Examples of general questions may include:
Tell me about yourself.
Why do you want to be an insurance claim adjuster?
Are you comfortable working at night and on weekends?
What do you know about our company?
Why do you want to work here?
Where do you see yourself in five years?
What is your greatest strength?
What is your biggest weakness and what are you doing to improve it?
How would your current manager describe you?
What would your co-workers say about you?
What motivated you to look for a new job?
What unique thing would you bring to this position?
What motivates you at work?
Do you prefer to work alone or with others?
How do you define success?
What are you looking for in your next position?
Describe your ideal work environment.
What types of personalities do you work best with?
What tools and techniques do you use to stay organized?
What questions do you have for me?
Background and Experience Questions
Interviewers often like questions about your background and experience to assess your qualifications. They are usually interested in how your work history and skills have prepared you for the role. Try to give specific examples in your answers that match the requirements of the position.
Examples of interview questions about your background and experience as a claims adjuster might include:
1. Tell me about your experience working in dangerous or stressful situations.
2. Did you have to request and check police reports?
3. Tell me about your experience viewing surveillance camera videos.
4. Describe your communication skills.
5. What is your approach to customer service?
6. How did your previous job prepare you for this position?
7. Tell me about your experience working in a busy environment. How do you ensure you can succeed?
8. How long have you been working as a claims adjuster?
9. Tell me about your greatest professional achievement.
10. Describe your work ethic.
11. What was the most difficult problem you had to solve as a claims adjuster?
12. Tell me about a time when you felt overwhelmed by your workload. What did you do?
13. Give an example of a goal you set and achieved. What did you do?
14. How do you resolve conflicts in the workplace?
15. Describe a time when you had to adapt to handle a difficult situation.
16. Tell me about the responsibilities of your last position as a claims adjuster.
17. Describe a time when you had to use active listening skills.
18. How do you incorporate new technologies into your work?
19. Tell me about your data analysis skills.
20. Describe your approach to resolving conflicts with customers.
In-Detail Claims Adjuster Interview Questions
The interviewer may ask you in-depth questions to learn more about your experience with specific concepts or scenarios. These questions can be about your work ethic, leadership experience, technical skills, and similar topics. Include specific examples in your answers and try to demonstrate your qualifications and personality.
Examples of in-depth questions an interviewer might ask about the claims adjuster role include:
1. What would you expect a typical day in this job to look like?
2. Describe your process for making sure you don’t miss any important information when assessing property damage.
3. What do you find most challenging about this job?
4. Tell me about a time when you had to use a creative approach to review a complicated case?
5. How do you handle communication with clients who are in distress?
6. Give an example of when you had to share bad news with a client and there was nothing you could do to correct the situation?
7. Tell me about a time you had to say no to a customer. What was the reason and what happened?
8. If you need information to solve a problem, but your colleague does not respond, what would you do?
9. What is your approach to building good relationships at work?
10. How do you handle work with difficult clients?
11. Tell me about your leadership experience.
12. What would you do if you noticed that an early error in a project would cause delays and missed deadlines?
13. What trends do you expect in our industry in the next five to ten years?
14. How do you effectively determine insurance coverage?
15. How do you ensure you comply with all laws, regulations and standards?
16. Describe your method of investigating and estimating property damage.
Claims Adjuster Interview Questions with Sample Answers
Here are some examples of common adjuster interview questions with sample answers to help you prepare your own answers:
1. The job of a claims adjuster can be stressful. How do you manage stress at work?
The interviewer may ask this question to assess how you understand the job and how you act in the workplace. The job of a claims adjuster can involve varying working hours, demanding customers and a heavy workload. Provide an answer that shows you understand these aspects of the job and discuss how you manage them. Consider mentioning what you do in your personal time to help reduce stress.
Example response: “Working as a claims adjuster can be unpredictable, but that’s part of the challenge that I enjoy. I try to stay calm at work, especially when dealing with frustrated customers, and focus on what I can do to help .” I always try to empathize with customers and explain their current situation and what I am doing to help them. Outside of work, I try to have a good work-life balance so that I can relax in my personal time and feel ready for the next work week.”
2. Imagine that the client is unhappy with the assessment you provided. What would you do?
The interviewer may ask you about how you handle unhappy clients to gauge your interpersonal and conflict resolution skills. Discuss how you process your emotions and theirs and explain your approach to ensuring the client understands and accepts the outcome. If possible, share an example from your own work history of how you have handled this in the past.
Example response: “Customer satisfaction is extremely important to me, but I understand that customers may feel frustrated by the estimates we provide. I remember that they are experiencing a difficult situation and hope to get the most money from us. I try to avoid emotional involvement in the situation and try to diffuse the situation. I explain how I determined the number, remind them of the policy, and encourage them to ask questions, and that usually solves all problems.”
3. Tell me about a time when you missed important information in your assessment. How did you solve the problem?
The interviewer may ask you when you made an assessment error to gauge how you reacted to the situation and what you learned from it. It is important to demonstrate honesty, responsibility and the ability to learn from your mistakes. Consider using the STAR method to provide an answer. This technique often facilitates discussion of difficult situations and includes talking about:
• A scenario you experienced
• Your specific role in the scenario
• Actions you have taken
• Results of your actions
Example response: “In my previous job, I responded to a car accident late at night on the side of a busy freeway and unfortunately missed a critical detail in assessing my client’s damages. My mistake created conflicting information between what I observed and what my client reported and the other side. However, I contacted both of them and they provided their personal photos of the incident and I was able to secure dashcam footage from my client. This solved the problem and prevented it from happening again. I have created a personal checklist to bring to everyone an evaluation.”
4. Describe a time when you were dealing with someone and you sided with them. What happened and what would you do differently next time?
The work of a claims adjuster often requires negotiating with clients. Clients may try to change their stories in an attempt to get more money from the insurance company, or they may pressure you to change your rating. Share an example of when this happened to you, discuss what you learned from the situation, and explain how you changed your behavior since then.
Example response: “In my first position as a claims adjuster, I helped a customer who was very persuasive. Based on my assessment, their vehicle was salvageable, but they wanted us to assemble it and help cover the trade-in. They were able to convince me to agree even though I knew it wasn’t an ideal outcome. However, from this experience I learned to be more robust in explaining my assessments and providing specific citations from our rules and their policies to justify my decisions.”
5. Imagine you are working with a customer who has been in a car accident. You recommend repairing a part on their car, but they want to replace the part. What would you do?
The interviewer may ask you customer questions to assess your interpersonal, problem solving, and conflict resolution skills. Explain what you would tell the client and why. If possible, share an example you have with a similar situation to support your skills.
Example response: “I recently worked with a client who wanted us to replace their car door rather than polish out the scratches. I asked them to explain the reason for their request, but they were unable to provide a sufficient reason. For example, if they were concerned about safety vehicles, I may have offered to complete an additional assessment. However, since it was only body damage, I denied their request and explained that their policy only covered repairs for their specific situation.”
6. What would you do if the garage disputed the number of labor hours you estimated for the repairs?
The interviewer may ask you this question to see how well you interact with other professionals. This is important because claims adjusters often work with mechanics, engineers, and similar professionals to coordinate services. Explain how you would solve the problem and share an example if you have one.
Example response: “I experienced this often in my previous position because shops usually wanted more hours than we estimated. To ensure I provided a fair and accurate estimate, I would ask the mechanic to provide his hour estimate. If it was similar to mine, I would update my estimate accordingly. However, if there was a significant difference, I would completely re-evaluate the estimate and seek a second opinion if necessary.”
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