List of 25 Claims Adjuster Interview Questions & Answers
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1.
As a claims adjuster, you will face clients in distress. How will you handle communication with individuals in distress?
How to Answer
As a Claims Adjuster, being empathetic to those in distress will be required. Assure the interviewer that you are capable of communicating well with individuals in trouble. Discuss how you interact in these circumstances.
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Anonymous Answer
"It is my goal to assure the customer that they are well cared for and to make sure their voice is heard. As an example, I had a recent widow who called the office very concerned about her plan and premiums after her husband's passing. I assured her everything would be okay and that the company is here to help. I walked her through her policy and answered any questions she had. A week later I received a card thanking me for the help in her situation."
Chad's Answer
It sounds like you have a considerable amount of empathy for clients who may be experiencing difficult situations, and are able to communicate effectively. Providing a story example from your career is a nice touch. Great job!
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"Customers who are in distress may need a little more empathy than other customers. I think it is best to let the customer set the pace of the conversation, especially if they are upset. Many times, taking a moment to listen to their concerns, then address them can take so much stress off their shoulders."
Rachelle's Answer
It sounds like you have a considerable amount of empathy for your customers who may be facing tough situations. Well said!
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"I understand as a claim adjuster someone who has just suffered a loss is not at ease until the property is restored to normalcy so I would approach them in such a gentle way in which they are at ease and willing to discuss the loss."
Cindy's Answer
Good! Communicating with empathy is critical when times are stressful.
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"I am faced with clients in distress on a regular basis when working with Medicaid cases. I am more gentle and empathic with these clients. I walk them step by step through their policies at a comfortable pace and ensure they understand them. I ensure that they also feel heard and understood. I am often thanked and complimented by my clients for the way I handle their cases."
Marcie's Answer
It's great that you have experience in this area and that you talk about it in your reply. It sounds like you take a very empathetic and kind approach when working with people who are going through challenging times. If there's an example you could include of a specific person in this condition who you helped, that would make your answer even more memorable to the interviewer. Nice job!
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2.
Being a claims adjuster can be stressful. How can we motivate you, even on the toughest days?
How to Answer
Motivated and engaged employees are always better performing employees. Talk to the interviewer about the ways that you stay motivated on the job, even when the going gets tough. This information will help them to keep you motivated in the future when necessary.
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Anonymous Answer
"On tough days I am motivated by my customers. When dealing with claims, you are dealing with unfortunate situations, and I like helping people. I try to think about how I am helping restore what has been lost. That's what keeps me going on the toughest of days."
Rachelle's Answer
It seems that you look at the positive side of what you are doing and how your work can significantly impact your customers. Very nice! Is there anything the company themselves could do to keep your motivation levels high?
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"I am most motivated in an environment with strong teamwork & supportive leadership. An environment offering constructive feedback & growth encourages me to perform well for my team & customers."
Rachelle's Answer
Nicely done! Now, how does the hiring company fit the bill when it comes to these terms?
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"On the toughest of days, I think about what I set out to be and what it took me to get here as a claim adjuster. When I set out to be a claim adjuster it was for helping people on the tough days. It really brightens my day to put a smile on someone’s face for restoring their property to normal."
Cindy's Answer
Great. The human element of the job is motivating to you, and that comes through in your answer.
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"The insurance field can be stressful. I find this work to be rewarding to help people through a difficult time which is self-motivating. I enjoy it when leadership provides daily motivational feedback on our work well done."
Marcie's Answer
It's helpful to the company if it knows what motivates you, whether it be verbal praise, non-monetary rewards, or financial incentives. It sounds like you are content with constructive and positive feedback from your supervisor on a frequent basis. It also sounds like you're internally motivated just because you like to help people. Great answer! You might also briefly discuss how you view stress in a favorable light and thrive in fast-paced, high-pressure situations.
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3.
When would you be available to start?
How to Answer
Before your interview, make sure you have a start date in mind for the new employer. Whether you need to give two weeks notice to your previous position, or are unemployed and can start right away, be prepared with an affirmative answer.
If you are currently working, you should always show professionalism by offering two weeks notice to your current employer. No hiring manager is ever impressed when they hear 'I can quit my job today and start tomorrow!' Show that you are professional and reliable in all situations.
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Anonymous Answer
"I would need to give customary two weeks' notice to my current company so they may choose if they want me to stay or make it my last day."
Rachelle's Answer
To the point, straightforward, and a professional/respectful approach.
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"As a professional courtesy, I would like to give my current employer a two weeks notice and then I’m willing to start any time after that."
Cindy's Answer
Good. Always good to reflect your professionalism.
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"I have to give my current employer the standard two weeks notice so I can complete my caseload."
Marcie's Answer
This is a reasonable response. Consider rephrasing it in a slightly more positive tone, like below:
"I'm very excited to potentially have the opportunity to work for you. If we decided to move forward, I would just have to give my current employer two weeks' notice. This way I can wrap up my accounts and help them train someone if needed. As soon as that period has been completed, I'd be available to start and hit the ground running."
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4.
What questions do you have for me?
How to Answer
It's always a great idea to have questions ready for the interviewer. Review the company website and other online resources to ensure the questions you are asking are not mundane, or redundant. The last thing an interviewer wants to hear is a list of items you could have found the answers to from merely watching a video on their company site!
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Anonymous Answer
"What is a typical work week like? What are some challenges one comes across in this role & how have they overcome them? What accomplishments would you like to see in me in 90 days? Based on our conversation today, is there anything about me leaving you with hesitancy with hiring me for the position?"
Rachelle's Answer
Perfection! These are all excellent questions to have ready for your interviewer.
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"What types of career growth opportunities would follow this position? When would you like the position filled? Is there anything from my background and experience that I can clarify for you?"
Marcie's Answer
Great questions! They show that you have sincere questions about topics that you'd like clarified but don't indicate that you didn't do your research. Nice job!
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5.
Tell me about your leadership qualities.
How to Answer
The interviewer would like to know what you consider to be strong leadership qualities. When describing leadership qualities, try to avoid general terms and give some unique ideas.
A great leader is someone who people naturally want to follow. They have exceptional interpersonal skills and the ability to build relationships with nearly any personality type. A respected leader will take ownership of their mistakes and will always lead their team by example. True leaders see the importance of motivating others and recognizing even the smallest achievements. Which of these qualities do you most identify?
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Anonymous Answer
"I have lead a team of temps at disaster sites and have also mentored new employees. I set good examples for them to follow and use effective communication. I add a touch of motivation when I communicate. I am naturally approachable and can be counted on for knowledgeable responses to policy by team members that I mentor."
Marcie's Answer
All of these qualities sound great but be sure to support these assertions with specific examples. If you've already gone into the example that involves temps at disaster sites in other answers, perhaps focus here on discussing how you mentor new employees. Give specific details about times when you set good examples, communicated effectively, created motivation, and provided knowledgeable responses. This will make your answer more meaningful and impactful to the interviewer.
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6.
Do you always double check or proofread your work?
How to Answer
As a claims adjuster, submitting accurate work is incredibly important. The interviewer would like to know if you are the type to proofread your work before submitting it. Assure the interviewer that you are diligent when it comes to providing good, clean, and reliable work.
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Anonymous Answer
"Spelling and grammar errors are a pet peeve of mine, and I always proofread my work before submitting it. It is important to customers that we cross our t's and dot our i's."
Rachelle's Answer
The more precise your work, the more your customers will trust you. You make an excellent point here!
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"I always proofread my work before submitting it. Handling claims require accuracy & it is important for our customers that we are precise & maintain professionalism."
Rachelle's Answer
You make an excellent point regarding how important accuracy is for your customers and the overall perception. Nice answer!
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"Yes as an inspector I definitely double-check and proofread my work before I send it in especially on personal lines and commercial lines due to the simple fact that submitting the reports has to be accurate at all times for the reviewer’s in the underwriters' understanding."
Cindy's Answer
That's a good rationale. Talk about your process as well. How do you make sure your work is error-free?
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"Errors can be costly and hinder productivity so submitting accurate work is important to me. I always double-check my work before submitting."
Marcie's Answer
Nice. The interviewer will undoubtedly be happy to hear that you always double-check your work before submitting it. You also explain why you do this (errors are costly). Perfect!
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7.
How do you handle a larger than average workload?
How to Answer
The interviewer wants to be assured that you can handle the workload required of you as a claims adjuster and that you will not become overwhelmed if/when workloads unexpectedly increase. When workloads increase, stress levels do too. How do you react?
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Anonymous Answer
"When faced with a large workload, I review the tasks at hand and prioritize them handling the most critical first. This way, I can make sure I am making the most efficient use of my time."
Rachelle's Answer
This is a very good approach to handling a large workload. Try also to include any tools or apps that you use to keep your tasks on track.
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"In my current position, I am required to stay on top of my work despite the number of clients I have. To manage this, I create several to-do lists, one of high priority, one of moderate priority, and one of low priority. In addition to this, I also have a weekly planner where I plan out my tasks for the week to come. This allows me to stay on top of work and not get overwhelmed by the amount on my plate."
Chad's Answer
Great! It sounds like your current role requires a high level of organization, and you have developed an effective system to keep yourself, and your workload, organized. If there are any specific tools or apps you use to manage your to-do lists, be sure to highlight them in your response.
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"I handle a larger than average workload but I’ve placed the ones of higher priority first getting them completed to get the claims closed out then working the ones of lower priority to get those completed."
Cindy's Answer
Great. A system of priority is key to managing a heavy workload. Do you have an example you can share that shows the interviewer how you make decisions about priority?
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"My current workload is packed so being organized, planning, and prioritizing are important. After a catastrophe situation when workloads are almost 4 times larger, communication, teamwork, and the ability to shift between tasks quickly are a must in addition to organization and prioritizing."
Marcie's Answer
Good reply! It's great that you mention organization, planning, and prioritization, all of which are very useful when dealing with a large workload. You might also talk about some of the tools you use to implement these methods (spreadsheets? internal programs?)
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8.
Are you comfortable contacting physicians regarding claims involving injuries?
How to Answer
The interviewer would like to know if you bring experience with engaging physicians in your claims. As a claims adjuster, it is essential to be professional and organized as you will be required to communicate with other professionals such as physicians. Talk to the interviewer about a time where you had to work directly with a doctor on a claim.
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Anonymous Answer
"I am very comfortable contacting physicians. I have worked on many files that require detailed written orders & I reached out daily to physicians to obtain them. Also, I would reach out to physicians to clarify injuries & diagnoses to make sure we were fulfilling the request with the correct items & scheduling the correct exams."
Rachelle's Answer
Great examples of your related work. Your response is confident and to the point. Well done.
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"I am comfortable contacting physicians and their staff. I have several years of experience contacting physicians for info and authorizations. I've learned it is best to be polite, professional, and have questions organized to make these calls as quick as possible; their time is valuable and they expect it to be treated as such."
Marcie's Answer
Great! Discussing your experience in this area and explaining what you do to make the calls go smoothly and efficiently shows that you are knowledgeable and capable. Providing a specific example of a time when you worked with a physician in this capacity would strengthen your answer.
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9.
How well do you understand the insurance industry?
How to Answer
The interviewer would like to know about your level of understanding when it comes to the insurance and claims industry. Assure the interviewer that you are capable of doing this job well. Highlight how long you have been exposed to the insurance industry and how you keep up to date on industry-related changes.
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Anonymous Answer
"I have a strong understanding of the industry from the application process to applying policy for approvals and denials, using friendly and empathic customer service to get help to clients in difficult times, approving Medicaid claims as well as reaching out to Physicians and legal teams regarding fraud claims. I have 14 years of experience working with medical insurance policies and contracts."
Marcie's Answer
Excellent answer. You point out all of the experience and knowledge you've previously gained by working in the industry for 14 years. This is a strong response that reminds the interviewer of all your strengths and experience. Great job!
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"I have a broad knowledge of the insurance industry from the internal customers to the external customers and the ultimate customer who are the end-users. The agent or producer submits a policy request. The line underwriter reviews the policy and recommends coverage. Once the coverage is recommended the underwriter sends the policy request back to the producer or agent who then submits the policy to the end-user the policyholder."
Cindy's Answer
Ok, good. This is a broad question that can be answered in any number of ways, including discussing trends in the industry or recent changes. You can enhance your answer by showing a broad-based understanding of the industry drawn from your reading or other knowledge sources.
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10.
How would you describe your relationship with your clients?
How to Answer
Do you value your client and customer relationships? How do you nurture them to ensure that they are happy and continue to come back? Talk to the interviewer about your strategy for building strong customer and client relationships.
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Anonymous Answer
"I have worked in claims for 13 years, and unfortunately, sometimes customers have more than one accident. I have been called and asked to be their adjuster for their subsequent accidents because they felt that I handled their claims fairly in a friendly manner."
Rachelle's Answer
Being asked to work with them again must be a very nice compliment - a true testament to your great work!
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"My customers & clients are important to me. A happy client helps me achieve my goals & creates/maintains company revenue by creating more referrals. My relationships can be best described as open & honest. I have found the more upfront I was with my clients & setting clear expectations resulted in the client having confidence I will get the job done. I will leverage this same philosophy with State Farm customers by providing honest and well-researched answers to their questions."
Rachelle's Answer
These are all great ways to develop strong client relationships.
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"My relationships with my clients I will consider are open and honest for the simple fact that we can talk to each other about anything and give each other genuine feedback."
Cindy's Answer
Ok, good start. Reflect a bit on what a client wants from the relationship and how you'll fulfill their expectations. Is there a customer service component that you can discuss?
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"Friendly and caring. I ensure my clients are not just satisfied but that they are heard. I am always polite, friendly, patient, and I'm able to identify when empathy needs to be used. I'm often complimented by the clients for my service and am asked for my email address or phone number for future inquiries and service."
Marcie's Answer
Nice. The interviewer will be happy to hear that your client relationships are friendly and caring. To strengthen your answer, consider adding a specific example of a time when you met with a client and provided empathetic, polite, and patient service. The more details you add, the more meaningful and memorable your answer will be.
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11.
What types of claims related programs and software are you well versed in?
How to Answer
When it comes to the claims related programs and software that you are proficient in, you should have these keywords on your resume; however, be prepared to expand on your level of expertise in the interview. You could rate yourself from 1-10 or use words such as beginner, intermediate, advanced, and expert.
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Anonymous Answer
"Software that I have an excellent understanding of is Microsoft Office and all its extensions, as well as Google software equipment. I have a basic understanding of Industry related software which I was able to learn from my previous position at _____. Would you mind sharing any programs that you use? I would be happy to learn about them as I have a high interest in claims and the insurance industry."
Chad's Answer
Excellent! You have taken a smart approach by asking a question related to the specific programs/software the company uses. Your willingness and enthusiasm in learning the claims-related software will undoubtedly validate your interest in the position of interviewer.
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"I am proficient in Microsoft Office Suite & Salespad, however, being new to this industry I do not yet have exposure to programs or software related to claims or insurance."
Rachelle's Answer
This is a good approach. To finish up your response, I recommend asking a question related to their programs/software. I have offered an example below.
"I am proficient in Microsoft Office Suite & Salespad; however, being new to this industry, I do not yet have exposure to programs or software related to claims or insurance. Could you share with me the programs and software used in this role? I would be happy to gain a head start by watching online tutorials."
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"I am well-versed with exacta mate as I have previously taken a four-day comprehensive training course. Exacta mate teaches you the fundamentals and a comprehensive overview of how to use the software."
Cindy's Answer
Great! Have you since applied that knowledge? You may include details about using the software to demonstrate proficiency.
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"I am experienced using the state of Florida's customized system to manage caseloads and documents, and process benefits. I am experienced in all MS office programs and Avaya communication software. I am a quick learner when it comes to systems and I am confident I can learn your programs quickly."
Marcie's Answer
Excellent answer. You do a great job of listing the programs you've comfortable using, and you also indicate that you're a quick learner who can easily learn new programs if needed. Perfect!
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12.
What are you currently working on for self development?
How to Answer
Self-development is very important and a good hiring manager will want to know that you are capable of seeing a need for growth and improvement in your own personal and professional, life. Discuss with the interviewer the steps that you are currently taking for self development. This can include physical activity, reading, a hobby, meditation, committing to more family time, etc.
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Anonymous Answer
"I am currently working on having less screen time at home and spending more time with my family and being more present at the moment."
Rachelle's Answer
This is a fabulous goal where everyone wins :)
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"Spending more time with my family & being more present in the moment."
Rachelle's Answer
These are all important life factors to address! How do you ensure that you are more present in the moment? What is your approach, and how will this help you in the workplace?
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"Self-development is very important to me. I meditate several times a week which helps with creative thinking as well as stress relief. I am always spending quality time with my family which as a bonus helps me build rapport with customers who share their family stories with me."
Marcie's Answer
Good answer! Meditation is a great way to relieve stress and to allow yourself time to think creatively. It's also nice that you enjoy spending time with your family. Do you participate in any activities that help you to develop yourself either personally or professionally? Taking online courses? Attending industry conferences? Joining groups that allow you to pursue a hobby? Trying to link your answer back to the role is always a good idea.
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"I am an enthusiast on educating myself and at the moment I am currently enrolled in the Institute CPCU courses to further my education in the insurance property and casualty landscape."
Cindy's Answer
Great. The commitment to take courses will definitely impress the interviewer. What motivated you to sign up for courses? What are you learning that will help persuade the interviewer that you can do the job well?
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13.
Are you comfortable contacting legal council regarding claims involving injuries or crime?
How to Answer
The interviewer would like to know if you bring experience with engaging legal professionals in your claims. As a claims adjuster, it is essential to be professional and organized as you will be required to communicate with other professionals. Talk to the interviewer about a time where you had to work directly with anyone involved in law while investigating a claim.
As a claims adjuster, you will spend time speaking with legal counsel on claims that may be larger or more complex. Assure the interviewer that you can handle a task such as this.
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Anonymous Answer
"Although I never directly contacted the legal council myself, I would feel comfortable obtaining information about the claim. I observed senior-level claims adjusters in my previous position and felt it was a great opportunity to learn from. With training from the company, I am confident that I would be able to gather the necessary information about the claim."
Chad's Answer
Good answer! Based on your previous experience, the interviewer will be assured that you are able to communicate professionally with legal counsel. If you were able to observe a senior-level claims adjuster communicating directly with legal counsel in your previous position, highlight it for the interviewer, and discuss any key takeaways.
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"Yes, I am comfortable contacting legal counsel regarding claims for the simple fact that legal counsel is considered an external customer who will bridge the gap in order to get a claim closed out within a timely fashion."
Cindy's Answer
Great. You may want to expand on how you gained a comfort level working with legal or why you're comfortable. Have you had to consult with legal in the past? How have you prepared or how have they helped you work through a problem?
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"I am comfortable contacting legal professionals. Working with workers' compensation files during my previous employment, many claimants had legal council & therefore, I would have to speak with their counsel regarding ancillary health service needs to fulfill their prescription."
Rachelle's Answer
Excellent! It seems you would breeze through these types of tasks with ease.
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"I have experience with contacting the district attorney's secretary with Medicaid fraud cases. I've learned it is best to be polite, professional, and ensure by double-checking the fact-finding is organized and reported accurately; their time is valuable and they expect it to be treated as such."
Marcie's Answer
Great! It sounds like you've experienced this area already. You also clearly explain how you make sure these calls go efficiently and smoothly. Just be sure your answer isn't too similar to the other ones you've already given. Nice job!
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14.
Tell me why you are the right fit for our claims adjuster position.
How to Answer
A successful hire needs to feel like the right fit for both parties. By researching the company before your interview, you are telling the hiring manager that you are interested in the position. Discuss with the interviewer some of the points that stood out to you during your research.
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Anonymous Answer
"I believe I am a good fit for the company based on State Auto's goal of caring for the customer. The way the company puts the care of the customer first aligns with my personal goal of helping people. In addition, I am a very self-motivated individual and feel like I would thrive in this type of work environment."
Chad's Answer
Great! It is clear you have taken the time to research the company, which validates your genuine interest in the position. You also do well to draw a specific connection between your personal goal of helping people and the values of the company. To further strengthen your response, include any past successes or achievements related to this type of work.
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"Well as you saw my resume that I was philosophically sound for the position I have completed five programs geared toward the fundamentals of being a sound claim adjuster."
Cindy's Answer
Ok, good start. This question presents a good opportunity to explain your experience and how it would contribute to the position you seek. I would recommend briefly explaining what you learned from these courses and how they've prepared you.
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"I am passionate about helping people. I recently obtained my GA adjuster license & I'm excited to put my customer service experience to work for State Farm. State Farm offers an exciting opportunity to begin my career as a claims associate & I'm eager to leverage my experience to advance State Farm's mission."
Rachelle's Answer
This is a clear overview as to why you are a fantastic fit. If possible, try to sprinkle in some information regarding your past successes and achievements related to this work.
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"I possess all the skills and experience you are looking for. I'm confident I would meet and exceed your expectations for the position. Not only do I have 14 years of experience working behind the scenes with policy, eligibility, approvals/denials, and fraud reporting but I have communication and people skills with customers, physicians, and legal teams."
Marcie's Answer
This is a strong answer because you clearly list all of your strengths and the experience you have. This question is a great opportunity to really sell yourself and you have. Great answer!
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15.
When you have difficulty persuading someone to your point of view, what do you do?
How to Answer
Do you consider yourself to have a convincing personality? Are you a confident negotiator? Talk to the interviewer about your ability to persuade others to see your point of view.
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Anonymous Answer
"As a claims adjuster, it is very common that, unfortunately, someone does not agree with your decision or offer on the claim. If negotiating a settlement, I start at the bottom of my range to allow for the flexibility to compromise with the customer. I also explain the reasoning for the value that I am offering. If the customer understands why I am offering the value, they are more likely to compromise."
Rachelle's Answer
Great answer, and a very good approach. If you have any training in negotiations or persuasive selling, this would be a great time to mention that training.
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"I take the time to listen to the customers' concerns before interjecting my position. Once the customer has been able to express their concerns, I will go through the reason for the decision in a way that they will understand."
Rachelle's Answer
This is a wonderful approach, and very smart! Good answer.
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"As a customer service supervisor, it is common that I will have escalated calls from a customer who does not agree with a product or service provided. I start by explaining the rationale based on what is covered & the value of the product or service provided. If the customer understands the value, they are more willing to accept."
Rachelle's Answer
Value-based sales/customer service is a very important skill! Do you have any formal training on this topic that you could mention in your response?
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"I will simply walk them through the dice method letting them understand policy language and how I came up with a fair value for the loss."
Cindy's Answer
Ok, that's great that you have a method, but will the interviewer be familiar with the dice method? You'll probably want to explain it to make sure, and then describing through example will help it make sense.
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16.
Would you say you are a better verbal or written communicator?
How to Answer
In which manner do you prefer to communicate - written or verbal? Discuss your preference with the interviewer and support your answer.
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Anonymous Answer
"I am comfortable with both as situations are different. If I have verbal communications, I tend to follow with written to recap our discussion topics and what was agreed to. This way, the written communication offers a chance for clarification if something said may have been misinterpreted."
Rachelle's Answer
Clear interpretation is very important. If possible, try offering up an example of a time when your clear communication (one for verbal and one for written) made a difference in the workplace.
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"I have several years of experience working verbally with customers as well as notating denials/approvals, and writing reports behind the scenes. I would say I handle both written and verbal equally well."
Marcie's Answer
It's great that you're strong in both areas, and your answer comes across as honest and balanced. Consider giving more details about typical situations when you use your verbal and written skills. Also, how do you know you are strong in these areas? What kind of response or results do you get that prove this?
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17.
Have you ever broken a confidentiality agreement?
How to Answer
Companies will have confidentiality agreements for a variety of reasons. These could be to protect their trade secrets or to ensure that you do not bring clients over on the occasion that you leave their company. Talk to the interviewer about your thoughts on confidentiality agreements.
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Anonymous Answer
"No, I have never broken the trust of my employer. I understand the importance of protecting an organization & I have no issues adhering to confidentiality agreements."
Rachelle's Answer
Good! To the point and professional.
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"I have never broken a confidential agreement as I know it will undermine the lack of integrity as well as undermine my character."
Cindy's Answer
Very good. I like your approach to the question, namely that it's not just a legal agreement but a matter of professional integrity. Good job!
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"I have never broken a confidentiality agreement and I can be trusted to adhere to them."
Marcie's Answer
Perfect! This is a direct answer and what the interviewer will hope to hear.
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18.
What are your salary expectations?
How to Answer
The best way to discuss your salary expectation is to use your current earnings as an example. Be open, and honest. Transparency is the best choice when salary based questions arise.
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Anonymous Answer
"Although money is important, my main goal is to find a position where I can advance my career. I'm confident that you'd make me an offer that's fair to what I would bring to your organization."
Rachelle's Answer
This is a nice way of approaching the salary question. To be a touch more helpful to the interviewer, you could also discuss your previous salary or hourly wage to offer a baseline.
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"My compensation expectations are in the mid 40's range. I am happy to discuss further based on typical earnings from the company."
Chad's Answer
Good start! I suggest including the salary of your previous/current position, including any bonuses, to ensure full transparency and offer the interviewer a baseline.
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"I currently earn about $28-$30,000 a year from the position that I’m applying for are based on the credentials that I have and with those credentials, I am looking to have a competitively Higher salary you guys offer 56,000 a year which I think is great for the position in the credentials that I have and it definitely meets the cost of living in Orlando Florida today."
Cindy's Answer
Discussing salary expectations is challenging. Below is a revision that you can use as a template to revise yours.
"My salary expectations align with what you are offering for the position. I believe that $56,000 is a fair salary for the qualifications you seek. It is also in line with the cost of living in my state."
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"Based on my experience and education I am satisfied with the introductory salary listed in the job description."
Marcie's Answer
This is a good way to answer this question. It sounds like you're already aware of the pay for this role and you're content with it, which is great. If you're unsure about what kind of salary they are offering, consider providing a salary range or flipping the question back at them.
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19.
We are asking for 8 years of industry experience and you have just 5. Why do you think you are qualified for this position?
How to Answer
To many employers, the number of years' experience is flexible - so long as you have the results to show for the years that you do have. Talk to the interviewer about your major career successes. This is the time to sell yourself. Make no apologies for your lack of years!
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Anonymous Answer
"I believe that I am qualified for this position based on my previous experience combined with my education. I am also highly motivated and am excited to learn more about the insurance industry. With my high motivation, I am confident that I can quickly learn the ropes of the role while also fulfilling the duties of the position."
Chad's Answer
Good. You do a nice job of qualifying yourself for the position. To further strengthen your answer, discuss any noteworthy accomplishments or past successes from previous roles. I also recommend expanding on your education to offer more details to the interviewer, such as specific credentials you have earned, and any industry-related training you have completed.
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"I believe that my previous experience being exposed to workers' compensation would amount to a great deal. Along with my completion of the pre-licensing course, completing the State Exam & obtaining my license would make a big impact for State Farm & this will allow me to begin focusing on this role immediately so that I can make a difference right out of training."
Rachelle's Answer
Fantastic work in qualifying yourself! If you have grades to share related to your pre-licensing course, be sure to include this as well. Other helpful pieces of information would include words from previous performance reviews and tangible results from past roles (achievements, accolades, KPI's, etc.).
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20.
When have you taken an existing process and used your own creativity to make it better?
How to Answer
Are you given the creative freedom to improve existing processes? Talk to the interviewer about your ability to take an existing process and develop it creatively.
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Anonymous Answer
"Although not related to the insurance industry, I have a very individualized approach with each piano student that comes into my studio. I have a base structure of teaching a lesson, however, I cater it specifically to the needs of each student since no two people's issues are the same. This allowed me to have a 100% retention rate with clients in my own business."
Chad's Answer
Good approach! This is an excellent example of improving an existing process in your own business in order to teach clients effectively. Concluding with a quantifiable result is a nice touch that will certainly be impressive to the employer.
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"When our claims were completed, we would contact the customers to ensure they were satisfied as well as send a closing email. We had a script for the email, but I started to personalize the email tailored to each customer. With that, I received more responses and successfully maintained exceptional customer service results via customer surveys. Many times being mentioned by name!"
Rachelle's Answer
This is a fantastic example of thinking outside of the box and reaching customers in a new way. Excellent work!
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"In fact, I inspected a restaurant about two months ago and I walked into the kitchen and on the floor was water and spilled food and on the hood filters, there was grease all over so I informed the manager of the restaurant that I will give him 24 hours to clean the restaurant and set a task list on the wall in the kitchen stating daily duties of every employee to keep the kitchen and floors clean and have all employees wear slip-resistant shoes. Within 24 hours I went back to the restaurant to find that the filters are clean the Task sheet was implemented and the floors were Free of water and debris."
Cindy's Answer
Good! It sounds like your process worked. However, be sure to tell the interviewer which part of this process was your own creative approach. Was recommending a task list or providing more direction to the restaurant owner your enhancement? Why did the existing process need this additional improvement? Was this your way of helping the owner succeed rather than penalizing him or her?
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"I used to call physicians for verbal authorizations. Our script asked for the patient info first and authorization last. Quite often we'd waste time asking for the info only to have the authorization denied. I got permission to change my script to ask for the authorization first. Denials became less of an obstacle and I gained more time for authorizations. I ended up averaging 6 more per day."
Marcie's Answer
Wow! This is an excellent response. You give a clear example of a time when you improved an existing process, and you even provide a stat with a number that shows how effective this change was at increasing the number of authorizations you were able to complete every day. Great job!
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21.
Tell me about yourself.
How to Answer
When an interviewer asks an open-ended question like this, it can be difficult to know where to begin...and end! This question haunts many individuals who may accidentally go a little too in-depth into their personal lives. It happens. Keep your reply light, and work relevant. You can also share how you became interested in a career within claims and what you enjoy about it. This question offers an excellent opportunity to describe yourself by discussing the strengths and qualities that you bring.
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Anonymous Answer
"I always felt that I maintained an open-door relationship with my team. My engagement & supportive leadership led to increased employee retention."
Rachelle's Answer
Your answer is very work relevant, which is a good start. You can also discuss what sparked your interest in this career and perhaps a dash of what you do in your personal time. This well-rounded approach can help you to make a connection with the interviewer.
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"I'm am a planner when it comes to handling caseloads. I am friendly, patient, and empathic with customers. I have 14 years of experience in the insurance field and have a strong understanding of the process from the front to back end and also use this knowledge to mentor newer employees. In my free time, I spend with my family which I feel helps to interact with customers more relatable."
Marcie's Answer
Good answer! You connect your comments back to the role itself, which is great. You also highlight your strengths, qualities, skills, and experience. Are there any specific work accomplishments you might want to add in? Make sure to really sell yourself here given it may be the first question you're asked during the interview (and hence gives the interviewer their first real impression of you).
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22.
What is the most important thing you are looking for in your next company?
How to Answer
The interviewer wants to make sure they can offer what you are looking for in your next position. What are you missing from your current company? What aspects of this business excite you? Take your answers from these two questions, and you have a perfect response!
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Anonymous Answer
"One of the most important things I am looking for in a company is an organization that values its associate's growth from within. Companies that offer continuing education & training appeal to me the most."
Rachelle's Answer
Very clear delivery! Knowing what you want in an employer helps you to make the best decisions. When it comes to this specific hiring company, be sure to add in what you know about their growth offering, continued education, and training opportunities.
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"The next company that employs me I am looking for a comprehensive benefits package for someone that has long-term benefits someone that has stable employment and someone that I can retire from."
Cindy's Answer
All important priorities! Take a look at the rewrite below. Make sure this is the kind of company and position that can fulfill these goals so the interviewer knows the company can keep you happy once hired. Also, try to reflect on how you can contribute to the company as well with your own unique skills and talents.
"I am looking for a position in a company that can use my talents to their fullest potential since I want to make a long-term impact. Of course, a comprehensive benefits package like the one you offer is important but equally important is to find a place I can thrive within, contribute to, and form a long-term relationship with."
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"Promotions, learning opportunities, and abilities to obtain more insurance certifications. I've been with some employers who are out of business so being with a secure company where I can stay the long haul is appealing."
Marcie's Answer
This reply comes across as genuine and honest. Why is it important to you to be able to learn and obtain more certifications? Additional details here would help to build out your answer further. Your desire to work for a secure company is completely understandable.
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23.
Have you progressed in your claims career as you have expected?
How to Answer
Career progression can be a touchy subject, especially if you feel that your career hasn't progressed as well as you would have liked. Talk to the interviewer about your career progression and what you would like to see in your future as a claims adjuster.
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Anonymous Answer
"So far in my career, I am satisfied with how far I've progressed in a short amount of time. When working for State Farm as a customer service intern I was only part-time. Eventually, I became so helpful throughout the office that I became an essential member of the team and was quickly relied on by others in the office. I feel as though State Auto would help me advance even further with the room for advancement in my career."
Chad's Answer
You sound pleased with your career progression so far, and confident in your ability to succeed and advance with State Auto. Great job!
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"I am pleased with the opportunity to begin my claims career with State Farm, and I am confident I will naturally progress with State Farm if selected."
Rachelle's Answer
Confident, and well put. This is a perfect way to answer if you are coming from a different role/industry.
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"I have not been offered a claim adjuster position yet I am an insurance inspector, but the moment I am offered a claim adjusting position I will set out to exceed expectations and thrive toward continuing education to increase my skills."
Cindy's Answer
You have the foundations of a persuasive answer here, but try framing it a little differently. If you don't have the claims experience per se, what discrete experience do you have that makes you a good candidate? What about being an insurance inspector has contributed to your knowledge of being a claims adjuster?
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"I have progressed but not at the pace I'd like due to some opportunities that did not have growth; however, I have managed to stay resilient. This particular position would bring me to where I need to be."
Marcie's Answer
So the current role you're in didn't provide growth opportunities? Perhaps consider providing more color for the interviewer here. It's great that you've stayed resilient and that you are making changes now to move into a position that allows you to progress.
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24.
Where do you see yourself in 5 years?
How to Answer
Hiring a new team member is a time consuming and often expensive endeavor for a company. It's impossible to know where you will be in 5 years but you should assure the interviewer that, given all possible circumstances, you could see yourself as a long-term fit for their adjuster position.
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Anonymous Answer
"In 5 years, I see myself growing and advancing through the role as claims adjuster given the opportunity to do so with State Auto. In addition, I would like to continue earning certification through the Institutes, focusing on claims. Currently, I am obtaining my AINS through the Institutes and plan to continue expanding my knowledge through the position."
Chad's Answer
Good answer! You have established clear and attainable goals to work towards, demonstrating long-term planning and ambition as it relates to the future direction of your career. Indicating that you plan to be with the company through this growth is a nice touch!
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"I want to be well respected in the claims industry & gain new certifications on liability and successful negotiations."
Rachelle's Answer
These are excellent goals to set, especially coming into a new industry. If possible, try to give a genuine indicator that you plan to be with the company during this 5-year plan.
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"In five years I see myself as a complete Adjuster someone who has been learn the fundamentals and became greater at skills and highly educated in the insurance landscape for property and casualty claims."
Cindy's Answer
Good. Below is a suggested rewrite for your consideration. You may also want to think about career growth. Is there a higher-level position that you aspire to within the industry?
"Within five years of becoming an adjuster, I would like to have mastered the fundamentals of the job and gained a greater level of skill and experience in the discipline. I enjoy a challenge and I also enjoy learning, so I would educate myself in the property and casualty claims aspects of insurance to become as knowledgeable as possible. "
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"I like staying with companies long-term to grow stronger in the policies I work with and serve clients better. I'd like to grow with Allstate and see myself promoted into a senior role or supervisory position in 5 years with Allstate."
Marcie's Answer
You do a good job of explaining that you like to stay with companies long-term and why. Also, it's great that you envision yourself moving into a senior role or supervisory position within the next five years. This will show the interviewer that you are ambitious and motivated to learn and grow. Nice job!
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25.
Tell me about your post-secondary education. What was your best course, and which one gave you the most difficulty?
How to Answer
A junior claims adjuster may have just a High School Diploma and on the job training. If you'd like to have a specific concentration then you may need a Bachelor's Degree in a Business concentration. Talk to the interviewer about your best coursework, and the most challenging, if you have attended post-secondary education.
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Anonymous Answer
"Effective communication enhanced my interactions with clients. Anatomy and Physiology took a structured and organized approach and I transfer those skills to workflow planning; knowledge from this course made medical claims more relatable to me. I've used but never built Databases so Business computing was a challenge. Now my skills with my work database have grown because of it."
Marcie's Answer
It sounds as though you got a lot out of the courses you took. It's great how you connect what you learned in the courses to the role. It's also positive how even your most challenging course benefits you now professionally. Excellent!
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