Claims Adjuster Interview Questions

1. 1.

   Do you always double check or proofread your work?

   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.
   
   

   

   Rachelle's Answer #1

   "Spelling and grammatical errors are a pet peeve of mine. I will triple check my work if there is time! I feel that it is essential to submit error-free work, especially as an adjuster."

   

   Rachelle's Answer #2

   "During my time in university, I had to submit error free papers, often under high amounts of pressure and tight deadlines. Triple checking my work is a habit at this point."

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   Anonymous Answer
   "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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   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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2. 2.

   How do you handle a larger than average workload?

   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?
   
   

   

   Rachelle's Answer #1

   "When I have a large workload on my plate, I do not stress over the tasks that are in front of me. Rather, I make a simple plan of which tasks are a high priority and which tasks are a lower priority. The higher priority tasks, I complete first. Through this system, I can focus on my tasks individually, rather than stress out by the multitude of tasks ahead of me."

   

   Rachelle's Answer #2

   "Here are some suggestions on how to handle a large workload:
   
   - List your tasks and prioritize them
   - Think of which functions add to the company's bottom line, and start there (Closest to the money!)
   - Exhale. Relax for a minute and collect yourself
   - Organize your tasks by which ones you can complete independently and which ones you need help with
   - Take sufficient breaks, so you do not exhaust yourself
   - Communicate your struggles with your leadership or team"

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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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3. 3.

   What are your salary expectations?

   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.
   
   

   

   Rachelle's Answer #1

   "Currently, I earn a base salary of $45,000 per year plus a potential 20% annual bonus. Last year my earnings were $52,000, and I would like to stay in the same range or slightly higher."

   

   Rachelle's Answer #2

   "As I am new to my career and this industry, I am happy to negotiate my earnings based on your typical salary for this role."
   
   

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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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4. 4.

   Have you ever broken a confidentiality agreement?

   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.
   
   

   

   Rachelle's Answer #1

   "I never have, to my knowledge, broken a confidentiality agreement. Despite my reasons for leaving a position, I would never choose to hurt a previous employer in any way."

   

   Rachelle's Answer #2

   "No. I have only once had a confidentiality agreement and had no problem adhering to it."

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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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5. 5.

   Tell me about yourself.

   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.
   
   

   

   Rachelle's Answer #1

   "I am a competitive individual who is driven and likes to win. In addition to my successful career as a claims adjuster, I also spend time playing competitive sports. I give back by volunteering at the local animal shelter and working for a variety of annual fundraisers in our community."

   

   Rachelle's Answer #2

   "I am a very active individual who loves to workout and goes to the mountains on the weekend. I feel that my level of activity on my off time greatly improves my work during the week. I have a high amount of energy to offer!"

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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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6. 6.

   Are you comfortable contacting physicians regarding claims involving injuries?

   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.
   
   

   

   Rachelle's Answer #1

   "Just last week I was asked to research a claim which called for a conversation with the physician. I was able to simply relay the information to him, and he confirmed and denied any parts of the claim. I find that with physicians, you need to be fast paced and concise in your communication as they are swamped."

   

   Rachelle's Answer #2

   "I have not worked at this level, as of yet, however; I am confident in my abilities to speak with physicians concisely and professionally. I would gladly accept any additional training in this area from your senior adjusters. I come willing to learn and improve!"

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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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7. 7.

   Being a claims adjuster can be stressful. How can we motivate you, even on the toughest days?

   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.
   
   

   

   Rachelle's Answer #1

   "I am motivated by the simple fact that my work can truly help people who need it. Many of my clients have been through tough experiences that include loss of property, and personal injury. It's gratifying to be able to give them some good news through it all."

   

   Rachelle's Answer #2

   "I am most motivated in an environment with strong teamwork and good leadership. A healthy environment with lots of opportunity for feedback and growth makes me want to perform well for my team, and my clients."

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   Anonymous Answer
   "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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   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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8. 8.

   As a claims adjuster, you will face clients in distress. How will you handle communication with individuals in distress?

   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.
   
   

   

   Rachelle's Answer #1

   "I can be empathetic with my clients who are in distress. I understand that claims are often emotional for others and I try my best to be cognizant of that. I will take notes at a pace that makes the client feel comfortable."

   

   Rachelle's Answer #2

   "I will handle communication with all clients using great listening skills, empathy, and open communication. Everyone deserves to feel listened to, no matter their level of distress."

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   Anonymous Answer
   "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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9. 9.

   How would you describe your relationship with your clients?

   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.
   
   

   

   Rachelle's Answer #1

   "My customer and client relationships are best described as open and honest. I believe that the more upfront and transparent you are with your clients, the more likely they are to return. I most definitely value my clients and am sure to nurture those relationships as much as possible."

   

   Rachelle's Answer #2

   "As I am newer to my career as a claims adjuster, I have only had a handful of clients, so I spend a lot of time working with them. Because of my level of focus and support, I get along very well with them."

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   Anonymous Answer
   "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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   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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10. 10.

    What types of claims related programs and software are you well versed in?

    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.
    
    

    

    Rachelle's Answer #1

    "For industry related software, I am an expert level user in CaseWorks Pro, FileTrac, and Logickull. Additional programs that I am well versed in include Excel, PowerPoint, and Word. My technical skills are strong, and I am confident that I can learn any of your programs quickly."

    

    Rachelle's Answer #2

    "I have advanced skills in Microsoft Office Suite; however, being new to this industry, I do not have exposure to claims or insurance related programs. I am eager to learn and can get a head start through online tutorials if you'd like."

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    Anonymous Answer
    "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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11. 11.

    Are you comfortable contacting legal council regarding claims involving injuries or crime?

    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.
    
    

    

    Rachelle's Answer #1

    "I have had some exposure in dealing with legal counsel, including working with a couple of prosecutors on a fraudulent claim that I had a couple of years ago. I am trained and prepared to handle higher-level tasks involving legal."

    

    Rachelle's Answer #2

    "Just last week I was asked assist on a claim which called for a conversation with the claimant's lawyer. It was a great learning experience for me as I shadowed the senior claim adjuster and took a lot of notes in regards to his communication methods."

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    Anonymous Answer
    "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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12. 12.

    When you have difficulty persuading someone to your point of view, what do you do?

    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.
    
    

    

    Rachelle's Answer #1

    "As a claims adjuster, my judgment is often questioned by clients who may not like the conclusion that I have come to on their file. This is where strong persuasion skills must come in. I need to be able to show the client my findings and assure them that the assessment is fair. I do so simply by stating the facts and taking emotion out of it."

    

    Rachelle's Answer #2

    "I have written many persuasion pieces during my time in university. I believe that this experience, coupled with my growing understanding of the insurance industry, will equal great persuasion and negotiations skills in no time!"

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    Anonymous Answer
    "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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    Anonymous Answer
    "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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13. 13.

    Tell me why you are the right fit for our claims adjuster position.

    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.
    
    

    

    Rachelle's Answer #1

    "I have researched your company online; including your website, online reviews, and on glassdoor.com. Some of the points that stuck out to me were that your agency is very community-minded, puts its customers first, and you reward your employees for their dedication. These are all traits that I am looking for in my next place of employment."

    

    Rachelle's Answer #2

    "I am good at what I do, motivated, and I am excited to put my recent education to work for your esteemed organization. Your branch offers an exciting opportunity for me to hit the ground running in a career as a claims adjuster and I won't let you down!"

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    Anonymous Answer
    "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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14. 14.

    What are you currently working on for self development?

    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.
    
    

    

    Rachelle's Answer #1

    "I am a big proponent of self-development. Currently, I am committing to reading a new development related book every month. It's been very helpful for me but also allows me to relax a bit more in my off time."

    

    Rachelle's Answer #2

    "Great question! My favorite way to invest in myself is to listen to a podcast on my drive home every day. These podcasts will range from comedic to topics of self-reflection."

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    Anonymous Answer
    "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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    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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15. 15.

    We are asking for 8 years of industry experience and you have just 5. Why do you think you are qualified for this position?

    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!
    
    

    

    Rachelle's Answer #1

    "Although I have five years' experience vs. 8 years' experience, as a claims adjuster, I can do this job well. In my previous role, I was outperforming colleagues who had 12 years of experience. To me, it's all about drive and ability to be a quick study. I have all of these qualities and more."

    

    Rachelle's Answer #2

    "I believe that my blend of education and previous experience in insurance sales would amount to a great deal of valuable experience. I applied to this role knowing that I could make a big impact for your organization. I plan to begin studying for this role immediately so that I can make a difference from day one."

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    Anonymous Answer
    "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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16. 16.

    Would you say you are a better verbal or written communicator?

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17. 17.

    What questions do you have for me?

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18. 18.

    What is the most important thing you are looking for in your next company?

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19. 19.

    When would you be available to start?

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20. 20.

    When have you taken an existing process and used your own creativity to make it better?

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21. 21.

    Tell me about your leadership qualities.

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22. 22.

    Tell me about your post-secondary education. What was your best course, and which one gave you the most difficulty?

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23. 23.

    How well do you understand the insurance industry?

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24. 24.

    Where do you see yourself in 5 years?

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25. 25.

    Have you progressed in your claims career as you have expected?

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