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Claims Adjuster Interview
Questions

25 Questions and Answers by Rachelle Enns

Updated August 21st, 2018 | Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
Job Interviews     Careers     Business    
Question 1 of 25
How would you describe your relationship with your clients?
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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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Answer Examples
1.
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."
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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2.
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!"
3.
Tell me about your post-secondary education. What was your best course, and which one gave you the most difficulty?
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.

Rachelle's Answer #1
"My best course while obtaining my Bachelor's of Business Administration was Business, Society, and Ethics. I feel it was my best course because Sociology and Ethics are fascinating topics for me. I found my most challenging course to be Management Strategy simply because I don't have a lot of experience in management."
Rachelle's Answer #2
"I am looking to gain on the job experience in addition to my high school diploma. I have signed up for some online courses including 'The Ethical Practices of an Adjuster.' Are there any other courses that you'd like to see me take before starting with your organization?"
4.
What questions do you have for me?
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!

Rachelle's Answer #1
"A couple of questions come to mind. What type of growth are you expecting to see in the next twelve months? Also, what impact is most important for me to make immediately after starting this role?"
Rachelle's Answer #2
"Here are some sample questions:

- When would you like to have this position filled?
- How long has this role been vacant?
- Is this a replacement search or a newly created role?
- What is your favorite part about working here?
- What is the company's primary goal for this position in the next 12 months?
- Is there anything from my background and experience that I can clarify for you?
- What do you see as the most significant change in this industry over the past three years?
- Is there any reason why you would not hire me?"
5.
Tell me about your leadership qualities.
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?
Rachelle's Answer #1
"Although I have not yet been in an official leadership role, I believe I lead effectively by showing others respect regardless of their position or title, creating an open environment in which everyone knows that feedback is welcome, and setting achievable but high expectations for myself at all times."
Rachelle's Answer #2
"I have taken many workshops and courses to improve my leadership skills over the years. My leadership qualities are best summed as dedicated, attentive, and motivating. I like to recognize my teams' small wins because that motivates them to continue achieving."
6.
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"
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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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."
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.
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."
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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9.
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."
10.
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."
11.
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."
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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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!"
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 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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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!"
14.
Would you say you are a better verbal or written communicator?
In which manner do you prefer to communicate - written or verbal? Discuss your preference with the interviewer and support your answer.

Rachelle's Answer #1
"I prefer verbal communication because I feel that with written communication, a lot can be misread due to lack of tone, fluctuation, expression and body language. I will always choose a face to face conversation whenever possible."
Rachelle's Answer #2
"I do not lean one way or another when it comes to verbal or written communication. Both are equally important to me. If I have to choose just one, I will choose written communication as one can always look back on written communication for reference."
15.
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."
More Interview Q&As
Explore expert tips and resources to be more confident in your next interview.
Behavioral
Common
Phone
Tough
Leadership
All Interview Topics
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Interview Q&As
Continue practicing by visiting these similar question sets
Appraiser
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Building Inspector
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25 Claims Adjuster Interview Questions
Win your next job by practicing from our question bank. We have thousands of questions and answers created by interview experts.
Interview Questions
  1. How would you describe your relationship with your clients?
  2. Are you comfortable contacting physicians regarding claims involving injuries?
  3. Tell me about your post-secondary education. What was your best course, and which one gave you the most difficulty?
  4. What questions do you have for me?
  5. Tell me about your leadership qualities.
  6. How do you handle a larger than average workload?
  7. Being a claims adjuster can be stressful. How can we motivate you, even on the toughest days?
  8. Do you always double check or proofread your work?
  9. What types of claims related programs and software are you well versed in?
  10. Are you comfortable contacting legal council regarding claims involving injuries or crime?
  11. What are you currently working on for self development?
  12. When you have difficulty persuading someone to your point of view, what do you do?
  13. Tell me why you are the right fit for our claims adjuster position.
  14. Would you say you are a better verbal or written communicator?
  15. Have you ever broken a confidentiality agreement?
  16. What is the most important thing you are looking for in your next company?
  17. When would you be available to start?
  18. Tell me about yourself.
  19. When have you taken an existing process and used your own creativity to make it better?
  20. We are asking for 8 years of industry experience and you have just 5. Why do you think you are qualified for this position?
  21. What are your salary expectations?
  22. How well do you understand the insurance industry?
  23. As a claims adjuster, you will face clients in distress. How will you handle communication with individuals in distress?
  24. Where do you see yourself in 5 years?
  25. Have you progressed in your claims career as you have expected?
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