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

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Community Answers

As a claims adjuster, being empathetic to those in distress is required. The interviewer wants to see that you listen carefully to the person's concerns, validate their emotions, and are clear and transparent about the claims process and what the client can expect. Building trust and rapport with the customer is critical to ensuring a successful outcome for both parties. And, as you know, effective communication and a compassionate approach can go a long way in helping individuals in distress navigate the claims process. Assure the interviewer that you can communicate well with individuals while discussing how you interact in these circumstances.

"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. However, it can be difficult for someone who has experienced damage or loss to remain calm and rational, so I must listen carefully and remain patient. I would actively listen to their concerns and validate their feelings while providing clear and concise information to help them understand the claims process. Additionally, I aim to be transparent and honest throughout our interactions while maintaining professionalism and respect. Ultimately, my goal would be to help alleviate their distress and provide them with the support they need to move forward."

"I am always empathetic with clients in distress. I understand that claims are often emotional for others, and I try to be mindful of that. I actively listen to their concerns while taking notes at a pace that makes the client feel comfortable. After they have voiced their concerns, I answer their questions and explain what happens next in the claims process."

"Individuals in distress often need to be handled a bit gentler and with more empathy than the average client. I let my clients know they are in good hands, listened to, and cared for. My clients and previous supervisors have said nice things about me and my communication methods over the years."

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 Feedback

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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Anonymous Answer

"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 Feedback

Good! Communicating with empathy is critical when times are stressful.

Anonymous Answer

"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 Feedback

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!

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 Feedback

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!

Anonymous Answer

"I flourish in communicating with customers. I can easily defuse a situation with an anguished customer who just really needs empathy and understanding of their feelings during this stressful situation. Making sure to not sound condescending."

Marcie's Feedback

Great! But how exactly do you defuse situations like this? Do you use a specific tone of voice or words? Do you actively listen to their concerns? And can you provide an example of a time when you did this successfully?