Claims adjusters play an important role in helping individuals recover after major incidents. As a claims adjuster, it’s your job to look into insurance claims and figure out which insurance company is responsible for paying. This is true whether the claims are about cars, homes, injuries, or something else.
There are lots of reasons why you may be interested in claims adjuster work. With great payment possibilities in a sturdy, recession-proof market, this job is incredibly dependable. In addition, the job isn’t very specialized, so a lot of people, even entry-level workers, may be able to get it.
However, to get the job, you first need to ace the interview. As you go through the interview process, you should talk about yourself and what you can bring to the company in this role. Being well-prepared is very helpful. One of the best ways to get ready is to look up possible questions and practice answering them.
In this article, we will take you through some common questions that come up in claims adjuster interviews. We’ll also give you some good examples of answers that you can use to write your own.
Preparing for an interview to become an insurance claims adjuster? You’ll need to impress the interviewer with your technical expertise problem-solving skills and grace under pressure. This comprehensive guide covers the most common claims adjuster interview questions and provides tips to help you craft winning answers.
Why Claims Adjuster Interview Questions Matter
Claims adjusters play a vital role in the insurance industry. They investigate claims determine coverage and authorize payments to policyholders. It’s a complex job that requires strong investigative, analytical, communication, and organizational skills.
The interview is the company’s chance to determine if you have what it takes to handle the responsibilities of the job. Proving you are up for the challenges claims adjusting presents will be key to landing the position.
Most Common Claims Adjuster Interview Questions
Here are some of the most frequently asked claims adjuster interview questions to expect:
Technical Questions
These questions aim to gauge your existing knowledge of insurance claims processes and test your problem-solving abilities:
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Walk me through how you would investigate a home insurance claim for water damage.
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What techniques would you use to detect potential fraud in a claim?
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How do you determine the settlement amount for a claim?
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What challenges could arise when settling third party liability claims?
**Situational Questions **
These hypothetical questions evaluate your judgment in situations claims adjusters often encounter:
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An insured customer becomes irate after you deny part of their claim for damage. How would you handle this interaction?
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You suspect a claimant of committing fraud but lack definitive proof. What steps would you take?
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A complex claim requires expertise you don’t have. How would you proceed?
Behavioral Questions
These questions probe how you’ve handled situations in the past to predict future performance:
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Tell me about a time you successfully negotiated a claim settlement.
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Describe a mistake you made handling a claim and how you resolved it.
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Give an example of when you exercised good judgment managing a difficult claim.
General Questions
These open-ended questions reveal your qualifications, motives, and personality:
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Why are you interested in becoming a claims adjuster?
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What skills would you bring to the claims adjuster position?
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How do you handle stress and manage a busy workload?
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Where do you see yourself in your claims adjusting career in 5 years?
Now let’s look at strategies for crafting winning answers.
How to Best Answer Claims Adjuster Interview Questions
For technical questions:
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Demonstrate your insurance expertise but keep explanations simple and clear. Avoid industry jargon.
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Outline your step-by-step approach to investigating claims. Mention reviewing policies, interviewing claimants, inspecting damage, consulting experts, and reviewing documentation.
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Provide specific examples of fraud indicators you would look for based on type of claim.
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Explain how you determine fair settlement offers based on policy terms and damage assessments.
For situational questions:
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Show you can remain calm and empathetic if claimants become upset. Reaffirm you want to provide coverage when possible.
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Explain you would discreetly consult with senior adjusters on suspected fraud without accusing the claimant.
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State you would be upfront about your limitations but offer to research the issues or bring in outside experts.
For behavioral questions:
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Choose examples that highlight insurance knowledge, communication skills, integrity, and perseverance.
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Don’t be afraid to discuss mistakes you made if the story demonstrates positive lessons learned.
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Quantify past claim settlements you negotiated as evidence of your capabilities.
For general questions:
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Convey your interest in helping people recover from loss. Share any personal insurance experiences that inspired you.
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Tout your organization, investigative aptitude, customer service, and decision-making skills.
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Emphasize you work well under pressure and juggle priorities effectively.
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Express interest in earning industry certifications and advancing to senior claims roles.
The key is answering honestly while emphasizing the abilities insurers value most in claims adjusters.
Examples of Strong Answers to Common Claims Adjuster Interview Questions
Let’s apply the strategies to sample responses for a few typical questions:
Q: Walk me through how you would investigate a home insurance claim for water damage.
A: After receiving notice of the claim, I would first thoroughly review the customer’s policy to understand the coverages, exclusions, and limits for water damage. I’d then contact the customer to schedule an on-site inspection and ask detailed questions to understand exactly when and how the damage occurred. During the home inspection, I would document the damage with photographs/video, paying special attention to the origin point of the leak as that can impact coverage. If the cause wasn’t readily apparent, I would consult a water damage restoration specialist to help diagnose it. I would also request any repair estimates, mitigation invoices, or other documentation from the customer to support their claimed damages. Finally, I would confirm whether any coverage exceptions apply based on the specifics of the situation before finalizing my claim determination.
Q: An insured customer becomes irate after you deny part of their claim. How would you handle this interaction?
A: Remaining calm and exercising empathy when delivering bad news to claimants is essential. I would first apologize sincerely for the customer’s frustration. I would review the specific policy language that necessitated the partial denial with them and provide an extra copy for their records. If they remained upset, I would stay polite and understanding, letting them express their dissatisfaction while reaffirming we must adhere to the policy terms. If they continued berating me, I would politely state that I’m unable to assist further until they can speak to me civilly. My goal would be de-escalating the situation through active listening, empathy, and transparent education about the rationale for the decision.
Q: Why are you interested in becoming a claims adjuster?
A: I find the investigative nature of the claims adjuster role very appealing. I enjoy analyzing details, assembling pieces into a coherent narrative, and determining solutions. Helping people recoup losses after accidents or disasters also provides meaningful work. I had a great experience working with my claims adjuster after a pipe burst flooded my apartment last year. His expertise and guidance through the stressful event inspired me to pursue this career path myself and become that helpful resource for others faced with losses.
Using strategies like these will demonstrate you have the perfect mix of technical abilities, problem-solving skills, communication savvy and professionalism to excel as the company’s next claims adjuster. With thorough preparation, you can ace any claims interview questions thrown your way. Highlight your passion for the work above all else. Good luck!
How to Prepare for a Claims Adjuster Interview
As the Candidate:
- Research the company. Read up on the company and learn about their mission, values, and most recent projects to get ready for an interview. You should also research who will be conducting your interview. You can give better answers to the questions asked now that you have this information.
- Review common interview questions. Going over common interview questions ahead of time will help you feel more at ease and sure of yourself during the interview.
- Show your communication skills. Claim adjusters need to be able to talk to people and come to agreements well. Get ready to talk about how you’ve dealt with communicating complicated information in a clear and understanding way.
As the Interviewer
- Understand what you want from a candidate. Read the job description to get an idea of the kind of person you want to hire. The job description will list the duties and requirements for the job, which will help you decide what to look for in applicants.
- Structure your interview. Plan your interview so that you can get the most out of the time you have with the candidate. Structured interviews will help you avoid wasting time talking about things that aren’t related.
- Be prepared to answer questions. They should have a list of questions ready to ask you about the job and the company. You should be ready to give the best answers to these questions and sell your company to the visitor.
15 Common Claims Adjuster Interview Questions and Answers
- When someone asks, “Could you tell us a little about yourself?” it’s a great way to start a conversation. At first, this question’s open-ended nature might seem scary, but keep in mind that the end goal is to show that you are the best person for the claims adjuster job. Pay attention to the skills and experiences that make you a good fit. Answer Example: I just got my BA in finance from Auburn University, and I love math and science…. As captain of my college debate team, I learned how to talk to people well, and I think of myself as a people person.
- What interests you about this job? Claims adjuster jobs can be hard, stressful, and, let’s face it, boring at times. If you want to get this job, you need to make sure you know what you’re getting yourself into. Take this chance to really show off your past work experience and how it relates to the job. Example Answer: Before I got this job, I worked in customer service and talked to customers on the phone about their problems and questions. This job helped me learn how to talk to clients and deal with disagreements in a good way. I’m excited to take on this role because it will let me use these communication skills and give me more chances to learn and grow.
- How do you talk to clients who don’t agree with your changes or are upset about them? In this line of work, you will inevitably come across some people who aren’t happy with the hand they were dealt. Insurance companies can’t always pay for what customers want, and when they don’t, it can make customers angry. Show the interviewer that you can put your feelings aside for this job and that you are ready to calm things down if necessary. Regarding your question, I know that my grades may make some people angry. I will do my best to answer any questions they have and explain why I made the choices I did. I don’t take clients’ anger personally, and I stick to my decisions. However, I always try to keep lines of communication open in case anyone has a problem.
- How do you make sure your work is correct before you turn it in? As a claims adjuster, one of the most important parts of your job is making sure that all the information you collect is correct and has been fully researched. There should be no room for error in your work, as this can cause a lot of trouble for everyone. This question is meant to make sure that the person interviewing you will check your work carefully and pay close attention to the little things. When I turn in my work, I proofread it to make sure there are no mistakes or typos. Getting all claims right is very important to me because it builds trust with clients.
- We’ve already talked about how stressful it can be to be a claims adjuster. How do you deal with the stress of your job? You will have to deal with people who are mad, a lot of work, and hours that are hard to predict. When an interviewer asks this question, they want to know that you have thought about how stressful the job might be and have come up with ways to lessen its effects. One example answer: I never get involved in arguments at work. When I deal with clients, I’m there to do my job, figure out how much damage there is, and pay for it according to the rules and policies. I also make sure to prioritize my work-life balance. When I’m not working, I golf, garden, and relax to take my mind off of how stressful work is.
- How do you make sure you collect and evaluate all the information you need for damage appraisals? It’s an important part of the job to make sure you don’t miss any important information in the appraisal. Based on this information, you make your decisions. You can’t do your job right if you don’t think about all the facts. Pay close attention to the details and talk about the different ways you gather information in your answer to this question. I know that I need all the facts to be able to judge something, so I make sure to carefully look over all the details. I usually look at the company manual and training to help me decide what kinds of information to gather. To get this information, I carefully look over the scene and talk to witnesses, police officers, and other people who were involved to get first-hand accounts.
- Your interviewer wants to know that you have good communication skills because you will be working with a lot of different people. Some of the most important communication skills for this job are being clear and calming down a situation before it gets worse. Example Answer: I think I have very good spoken and written communication skills. At my last job, I had to write clear reports, work with a lot of people, and explain assessments to customers every day. I have had a lot of practice communicating clearly in these situations.
- Read between the lines if the interviewer asks you this question: “How do you handle a lot of work?” The people in charge are telling you that this job will be hard, and they want to know that you are ready for it and have a plan. You can talk about how you organize and prioritize your work tasks, and you might even talk about how you deal with stress. When I need to keep track of a lot of different tasks and due dates, I write them down in my work agenda, along with when they are due and whether I need to contact someone to get them done. Then I set priorities for my work based on how important it is, how quickly it needs to be done, and how much time I have each day.
- Would you be able to work nights, weekends, or holidays if needed? If you get the job of claims adjuster, you might have to work outside of normal hours. This is because many important parts of claims adjuster work can happen at any time, and clients could need your help at any time. If you can’t do “on-call” work, it could hurt your chances of getting the job. Being honest with your answer is important, though, because you never want to be asked to be available when you really can’t. You should say what other things you have to do, but you should really try to give this position the time it needs. Because this job often requires me to make last-minute changes to my schedule, I’ve made sure that my life includes flexible work hours. To make sure the process moves quickly, I like to get my paperwork done as close to the time of an incident as possible. That’s why I’m willing to go out on the odd night, weekend, or holiday or work from home.
- If a customer is in an accident and you tell them that a part of their car needs to be fixed, but they want the part to be replaced completely, what do you do? As we’ve already talked about, you will have customers who don’t agree with your assessments. There are many things that could be argued about, and this question is a common but specific example of one of them. In your answer, make sure you find a good balance between customer service and following the rules at work. First, I would make sure to listen to the customer’s questions and concerns. If they are worried about the safety of their car, I will let them know about the steps we take to make sure the car is completely safe after repairs are done. Lastly, I would talk about the rules we have in place that mean this needs to be fixed instead of replaced.
- An auto shop disputes your estimate of their labor hours. As a claims adjuster, you will not only have to work with and talk to customers, but also a lot of other people. How do you handle this? As part of your job, you’ll probably have to talk to engineers and auto mechanics and set up services for them. There will be disagreements sometimes, and the interviewer wants to know that you are ready for this. How Would You Answer This Question? I would ask the mechanic how many hours they think the job will take. If our estimates of how long it will take are similar, I would use theirs. If there is a big difference, I would look at it again.
- This question is often asked in job interviews: “Why do you want to be a claims adjuster?” The person interviewing you wants to know about your past and what brought you to them. Make sure to talk about specific times and events in your life that made you want to become a claims adjuster. As a former customer service rep in the field, I saw firsthand how a well-handled claim could change the policyholder’s life. It could give them money and emotional support during a tough time.
- Could you give an example of a time when you had to turn down a claim? As a claims adjuster, you will have to do this from time to time. Use an actual event from your past and the STAR method (situation, task, action, and result) to help you write your answer. Its never easy to deny a claim. In one case, I had to turn down a claim from a policyholder who said their home had been damaged by water. After looking into it, it was clear that the policyholder hadn’t done anything to stop the damage and hadn’t fixed a roof leak that caused the water damage in the first place. I had to deny the claim because they didn’t fix the leak that was already there and didn’t do anything to stop the damage. Throughout the process, I communicated openly and honestly with the policyholder. I told them why I made the decision I did and gave them advice on how to avoid future problems that are similar.
- Many people are asked in interviews, “What do you think are the most important skills and qualities for success in this role?” This question is meant to find out what you think is important. Your answer can help them decide if you’ll be a good fit. It’s important to learn about the company so that your answer fits with what’s important to them. Strong analytical and problem-solving skills are the most important skills and traits that you need to be successful. I also believe it’s important to have good communication and negotiation skills as well as a deep understanding of insurance rules and policies.
- How do you go about negotiating settlements with policyholders? What do you think about when deciding how much to offer? This question will help the interviewer understand how you do things. These kinds of talks will happen at work, so it’s important to be good at them. I think it’s important to be both fair and firm when negotiating settlements. My goal is to come up with a settlement that does what the policyholder wants and doesn’t cost the insurance company too much. To figure out the right settlement amount, I try to look at the policyholder’s coverage, the damage or injury’s severity and extent, any applicable deductibles, and any legal or regulatory requirements.
INSURANCE Interview Questions and Answers (Insurance Clerk, Insurance Broker, Agent & Manager)
FAQ
Why do you want to work in insurance claims?
