MockQuestions

Claims Adjuster Mock Interview

35 Questions Created By

To help you prepare for your Claims Adjuster interview, here are 35 interview questions and answer examples.

First Question

35 Claims Adjuster Interview Questions

15 Interview Questions With Sample Answers

1.   What questions do you have for me?

Why the Interviewer Asks This Question

Having two or three questions ready for the interviewer is always a great idea. Review the company website and other online resources to ensure your questions 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! Here are a few good questions to consider asking:

1. Ask about the company culture and work environment.

2. Inquire how the interviewer sees the role of a claims adjuster evolving over the next few years.

3. Ask about the training and development opportunities available for employees in this role.

4. Ask the interviewer to provide an example of a challenging claim a previous adjuster had to handle and how they resolved it.

5. Ask what are some of the biggest challenges the claims department faces and how the company is addressing them.

Asking thoughtful questions like these can help you better understand the company and the role and demonstrate your interest and enthusiasm for the position.

Written by Krista Wenz on June 13th, 2023

Entry Level Example

"Thank you for asking - I do have a few questions. What is top of mind when it comes to filling this role? Also, what types of career growth opportunities would follow this position? And lastly, do you have internal candidates also interviewing for this position?"

Written by Krista Wenz on June 13th, 2023

Answer Example

"Thanks for asking. A few 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?"

Written by Krista Wenz on June 13th, 2023

Experienced Example

"I appreciate having the opportunity to ask questions. I do have a few questions for you. Why is this position open? Also, what are the issues currently facing the claims department, and how is the company addressing them?"

Written by Krista Wenz on June 13th, 2023

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

Why the Interviewer Asks This Question

The interviewer wants to gain insight into your long-term goals and aspirations, and how they align with the company's vision. They may also be interested in understanding how you plan to contribute to the company's growth and success, and how your skills and experience can benefit their team. It's important to demonstrate your commitment to advancing your career and pursuing opportunities for growth and development, as this can help showcase your value as a potential team member. Career progression can be a touchy subject, especially if you feel that your career hasn't progressed as well as you would have liked. If your career hasn't progressed as quickly as you would like, explain why.

Written by Krista Wenz on June 14th, 2023

Entry Level Example

"I am pleased with the progress of my claims career since graduating from university. I am proud of my accomplishments and the opportunities presented to me so far. I've had some great mentors in this industry, and I look forward to progressing my claims career with your company."

Written by Krista Wenz on June 14th, 2023

Answer Example

"Overall, my career has progressed slightly slower than I would have liked. I have held a few positions that didn't offer the growth and learning I was expecting; however, I have bounced back nicely. This particular position would take my career exactly where it should be."

Written by Krista Wenz on June 14th, 2023

Experienced Example

"Overall, I am satisfied with my career progression in the claims industry. Everyone, including me, hits roadblocks or setbacks, but I have been able to push through them and stay on track. I am satisfied with my progress and the skills I have developed along the way. I am also proud of my skills in handling challenging claims and how I've gained valuable experience and knowledge in the field. I enjoy working in an industry where I continually learn and grow and am committed to delivering the best results possible for my clients."

Written by Krista Wenz on June 14th, 2023

3.   Where do you see yourself in 5 years?

Why the Interviewer Asks This Question

Hiring a new team member is a time-consuming and often expensive endeavor for a company. While it may be impossible to know where you will be in five years, you should assure the interviewer you see yourself as a long-term fit for their adjuster position. The interviewer also wants to gain insight into your career goals and aspirations. This question is often used to determine whether you have a clear plan for your future and whether your goals align with the company's mission and values. It can also help the interviewer assess your level of ambition and motivation, as well as your ability to set realistic goals and work towards achieving them. Overall, being clear and confident about your career goals and how they align with the company's vision is important.

Written by Krista Wenz on June 14th, 2023

Entry Level Example

"In five years, I would like to be well-respected in the claims industry and have a few new certifications on topics such as liability laws and strategic claims negotiations. In five years, I will have gained valuable experience and knowledge that I can use to make a meaningful impact on your business. I am committed to continually learning and growing in my role and am excited about future opportunities. Ultimately, I want to be a valuable asset to the team and contribute to the company's success."

Written by Krista Wenz on June 14th, 2023

Answer Example

"I see a lot of opportunities for career growth and advancement with your organization. Therefore, I would like to spend the next five years working towards a role with a more prominent management component."

Written by Krista Wenz on June 14th, 2023

Experienced Example

"In five years, I want to be seen as an authority in the insurance industry. I would like to be well-connected and trusted when it comes to my work here and be heavily involved in training new adjusters on topics such as liability laws and industry ethics."

Written by Krista Wenz on June 14th, 2023

4.   What strategies do you use to negotiate settlements with claimants?

Why the Interviewer Asks This Question

There are many methods and strategies claims adjusters use when negotiating settlements with claimants. A good start is to gain the claimant's trust by listening to their concerns and showing empathy for their situation. By establishing trust and understanding, the adjuster can often reach a mutually beneficial agreement with the claimant.

In addition, adjusters may use persuasive communication techniques to present their case and convince the claimant to accept a settlement offer. This can include using visual aids, providing detailed explanations of the claims process, and highlighting the potential risks of pursuing legal action.

Ultimately, the goal of the adjuster is to reach a settlement that is fair and reasonable for both parties, while avoiding the time and expense of going to court. By using these and other effective negotiation strategies, claims adjusters can successfully resolve claims and provide valuable support to those in need. The interviewer is interested in hearing how you negotiate to assess your communication, reasoning, and persuasion skills to determine if you will be a good fit for their team.

Written by Krista Wenz on June 14th, 2023

Entry Level Example

"As I am new to this field, I have not had the opportunity to gain much experience with negotiating settlements. However, I will approach negotiations with the claimant by first fully understanding the details of the claim. I will listen carefully to the claimant's perspective and concerns, while also considering relevant policy information. My goal will be to find a fair and reasonable solution that meets the needs of both parties, while keeping in mind the company's best interests. In my opinion, effective communication and problem-solving skills will be crucial in successfully negotiating a settlement., which are two of my greatest strengths."

Written by Krista Wenz on June 14th, 2023

Answer Example

"As a claims adjuster, one of the most important strategies I use to negotiate settlements with claimants is to approach the process with empathy and understanding. I try to put myself in the shoes of the claimant and understand the impact that the incident has had on their life. This allows me to have a more productive conversation with them, and work towards a settlement that is fair and reasonable.

Another strategy I use is to be transparent and communicate clearly with the claimant. I make sure they understand the details of their claim, the settlement process, and any relevant laws or regulations that may impact their case. This helps to build trust and ensures that the claimant feels comfortable with the settlement process.

Finally, I always strive to find a solution that benefits both the claimant and the insurance company. This may involve creative solutions such as offering a lump sum payment or working out a payment plan. By approaching negotiations with a focus on finding a mutually beneficial solution, we can often reach a settlement that satisfies both parties and avoids the need for a lengthy and costly legal battle."

Written by Krista Wenz on June 14th, 2023

Experienced Example

"As a skilled claims adjuster, I approach settlement negotiations with confidence and empathy. By putting myself in the claimant's shoes and understanding the impact the incident has had on their life, I can have productive conversations that lead to fair and reasonable settlements.

Clear and transparent communication is also crucial in the negotiation process. I ensure the claimant fully comprehends the details of their claim, the settlement process, and any relevant legal regulations. This builds trust and confidence in the process, making the claimant feel comfortable and heard.

My ultimate goal is to find a mutually beneficial solution for both the claimant and the insurance company. I am not afraid to explore creative solutions, such as lump sum payments or payment plans, in order to reach a settlement that satisfies both parties. This approach often avoids the need for a lengthy and costly legal battle, saving time and resources for all involved."

Written by Krista Wenz on June 14th, 2023

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

Why the Interviewer Asks This Question

The interviewer asks if you are a better verbal or written communicator because effective communication is essential for success in this role. As a claims adjuster, you must communicate with various individuals, including clients, witnesses, and other professionals in the industry. It is important to be able to clearly and succinctly convey information both verbally and in writing. By understanding your strengths and weaknesses in communication, the interviewer can better assess if you are the right fit for the job. Let the interviewer know where your strengths lie as a communicator while highlighting that you excel in both verbal and written communication.

Written by Krista Wenz on June 14th, 2023

Entry Level Example

"I do not lean one way or another regarding 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."

Written by Krista Wenz on June 14th, 2023

Answer Example

"I prefer verbal communication because I feel that a lot can be misread with written communication due to lack of tone, fluctuation, expression, and body language. I will always choose a face-to-face conversation whenever possible. However, although I feel I am a better verbal communicator, I also excel in my written communication and documentation."

Written by Krista Wenz on June 14th, 2023

Experienced Example

"I like to leverage both methods of communication in the workplace. Sometimes, situations call for verbal communication, and other times, written. As a rule of thumb, I tend to practice verbal communication with written follow-up or vice versa. Utilizing multiple methods creates repetition and, therefore, change."

Written by Krista Wenz on June 14th, 2023

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

Why the Interviewer Asks This Question

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.

Written by Krista Wenz on June 14th, 2023

Entry Level Example

"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."

Written by Krista Wenz on June 14th, 2023

Answer Example

"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."

Written by Krista Wenz on June 14th, 2023

Experienced Example

"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."

Written by Krista Wenz on June 14th, 2023

7.   Are you comfortable contacting legal counsel regarding claims involving injuries or crime?

Why the Interviewer Asks This Question

The interviewer wants to know if you bring experience 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. You may work with legal counsel in situations where there are complex legal issues that need specialized knowledge or expertise. This can include cases where there are disputes over liability or damages or concerns about potential legal liability. In these cases, you may need to consult with an attorney to ensure you are following the correct legal procedures and that they are making fair and accurate assessments of the situation. Additionally, you may work with legal counsel if there is a need to negotiate a settlement or other legal issues that need to be addressed.

Talk to the interviewer about when you had to work directly with anyone involved in law while investigating a claim. Assure them you can handle a task like this and feel comfortable doing so.

Written by Krista Wenz on June 15th, 2023

Entry Level Example

"I am comfortable working with legal counsel when needed. Last week, I was asked to 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 claims adjuster and took a lot of notes regarding his communication methods. I found the attorneys were quite patient and helpful when there was something we did not understand, and I am excited to gain more experience working with legal counsel."

Written by Krista Wenz on June 15th, 2023

Answer Example

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

Written by Krista Wenz on June 15th, 2023

Experienced Example

"Yes, I have worked with legal professionals on many claims during my nineteen-year career as an adjuster. I am more than comfortable speaking with professionals at any level. With lawyers, I have found that you need to be well-organized and to the point."

Written by Krista Wenz on June 15th, 2023

8.   Are you comfortable contacting physicians regarding claims involving injuries?

Why the Interviewer Asks This Question

When it comes to claims adjusters, there are different types who work closely with physicians depending on the nature of the claim. For medical claims, there are medical claims adjusters who have specialized knowledge and experience in the medical field. They work closely with physicians to ensure that the claim is handled properly and that the injured party receives the medical attention they need. Additionally, there are also workers' compensation claims adjusters who work with physicians to determine the extent of an employee's injury and the proper compensation they are entitled to.

The interviewer wants to know if you bring experience with engaging physicians from previous roles. Your ability to interact with physicians confidently and professionally will significantly impact your success if hired for the position. It is essential to have a good understanding of medical terminology and be comfortable asking questions to gather the necessary information. Talk to the interviewer about when you had to work directly with a doctor on a claim and how you felt comfortable doing so.

Written by Krista Wenz on June 15th, 2023

Entry Level Example

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

Written by Krista Wenz on June 15th, 2023

Answer Example

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

Written by Krista Wenz on June 15th, 2023

Experienced Example

"Yes, I have worked with physicians on many claims during my nine-year career as an adjuster. I am more than comfortable speaking with professionals at any level. With physicians, I have found that you need to be well-organized and to the point. Showing respect for their extraordinarily busy days is key to communication with them."

Written by Rachelle Enns

9.   How well do you understand the insurance industry?

Why the Interviewer Asks This Question

The interviewer asks how well you understand the insurance industry because it is a crucial aspect of the job. As a claims adjuster, you will be responsible for investigating insurance claims and determining the amount of compensation that the claimant is entitled to. To do this effectively, you need to understand the insurance industry, including the different types of policies, coverage limits, and claims procedures involved. By asking about your understanding of the insurance industry, the interviewer is trying to determine whether you have the necessary knowledge and expertise to perform the job successfully. Let the interviewers know how much experience you have in the insurance industry, showing you have the skills and expertise they seek. If you are new to the field, describe what you know about the industry and how you will learn quickly under the mentorship of a senior claims adjuster.

Written by Krista Wenz on June 15th, 2023

Entry Level Example

"I am newer to the insurance industry; however, I recently obtained my adjuster's license and feel extremely prepared for this role. While taking the course, I learned a great deal about how insurance works. I understand the importance of accurate claims and am confident I would be a fantastic adjuster. I am also eager to learn and gain hands-on experience working under a senior adjuster."

Written by Krista Wenz on June 15th, 2023

Answer Example

"I have a strong understanding of the industry from working as an adjuster for the past four years. I like to keep updated on new policies and industry-related changes to ensure I am always on top of advancements in the industry."

Written by Krista Wenz on June 15th, 2023

Experienced Example

"I am an expert in the insurance industry and have trained upwards of fifteen new claims adjusters over my ten-year career. I would consider myself a subject matter expert in general insurance and liability laws."

Written by Krista Wenz on June 15th, 2023

10.   How do you handle conflicts or disagreements with other members of the claims team?

Why the Interviewer Asks This Question

The interviewer wants to know how you handle conflicts or disagreements with other claims team members because they want to ensure that you can work effectively in a group and resolve any issues that may arise professionally and diplomatically. As a claims adjuster, it's essential to be able to collaborate with others and communicate effectively to ensure that claims are processed efficiently and accurately. Your ability to handle conflicts and disagreements can also impact your relationships with clients, so it's important to demonstrate that you have the necessary skills to address any challenges that may come your way.

Written by Krista Wenz on June 15th, 2023

Entry Level Example

"While I have not had a disagreement with anyone on the claims team, I would approach the situation with an open mind and try to understand all perspectives. Communication is key, and I would encourage everyone to share their thoughts and feelings. I also try to find common ground and devise a solution that benefits everyone. As a claims adjuster, I aim to ensure that the claims process runs smoothly and efficiently while maintaining a positive and respectful work environment."

Written by Krista Wenz on June 15th, 2023

Answer Example

"When conflicts or disagreements arise with other members of the claims team, I believe it's important to approach the situation with an open mind and a willingness to listen to different perspectives. I try to understand the other person's point of view and find common ground to work toward a resolution that benefits everyone involved. Communication is key in these situations, and I strive to maintain a respectful and professional tone throughout the process. Ultimately, the goal is to reach a mutual agreement that upholds our shared values of fairness and accuracy in claims processing."

Written by Krista Wenz on June 15th, 2023

Experienced Example

"When faced with conflict or disagreements with coworkers, I always ask to speak to my team member privately. I believe it's important to remain calm and professional, even in the midst of heated discussions. I like to find common ground and work toward a fair and beneficial solution for everyone involved. If we could not resolve the issue, I would seek guidance from a supervisor or manager to ensure the matter is handled properly and efficiently. I always hope to resolve the conflict in a respectful and productive manner while keeping the best interests of the clients and the company in mind."

Written by Krista Wenz on June 15th, 2023

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

Why the Interviewer Asks This Question

During your interview, the interviewer will ask you situational questions to see how you respond when put on the spot. This question is important because in the insurance industry, you will often encounter clients who may disagree with your assessment of a claim. In such cases, it is crucial to possess excellent communication and negotiation skills to persuade them while maintaining a professional demeanor. When faced with such a situation, the interviewer wants to hear that you listen carefully to the client's concerns and try to understand their perspective. Then, they want to see you explain your reasoning to the client and provide evidence to support your assessment. If necessary, describe how you also consider alternative solutions and compromise to reach a mutually beneficial outcome. Ultimately, your goal is to ensure the client is satisfied with the claim resolution while upholding the company's policies and standards.

Written by Krista Wenz on June 16th, 2023

Entry Level Example

"I have written many persuasion pieces during my time in university. I believe those experiences and my growing understanding of the insurance industry will equal great persuasion and negotiation skills in no time! So, this is how I plan to approach a client who is not seeing things from my point of view. I believe it's important to listen to their concerns and address them directly. I will start by acknowledging their perspective and expressing my understanding of their situation. From there, I can provide clear and concise explanations for why I believe my point of view is the best course of action. By staying calm, professional, and empathetic, I can help my client feel heard and confident in my abilities as their claims adjuster. Then, I will remind them that my ultimate goal is to find a fair and equitable solution for everyone involved."

Written by Krista Wenz on June 16th, 2023

Answer Example

"As a claims adjuster, my judgment is often questioned by clients who may not like the conclusion that I have come to on their claim. This is where strong persuasion skills come in. I must 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."

Written by Krista Wenz on June 16th, 2023

Experienced Example

"They say a great negotiation is when both parties feel they have gained something and lost something. When I need to persuade someone to see my side, I will focus on what they are gaining and what I am losing based on their agreeance. I have been in the claims industry for twelve years now, so my deep knowledge base helps to lend itself to my persuasion skills as well."

Written by Rachelle Enns

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

Why the Interviewer Asks This Question

The interviewer asks this question to assess your problem-solving skills and ability to think outside the box. They want to know if you are capable of improving upon existing processes and if you have the creativity and innovation to do so. Your answer should showcase a time when you were able to identify a problem with a process and offer a solution that improved its efficiency or effectiveness. This demonstrates that you are a proactive and solution-oriented individual capable of driving positive change within an organization.

One example of taking an existing process and using your own creativity to make it better could be streamlining the claims process. This could be accomplished by implementing a user-friendly system for customers to file their claims online, reducing the time it takes to process a claim. Another example would be to develop a more efficient method for tracking and managing claims, allowing for more accurate and timely processing of claims. If you are new to the industry and do not have an example to provide as a claims adjuster, use an example from a previous job.

Written by Krista Wenz on June 16th, 2023

Entry Level Example

"I do not go into a position looking to make changes for the sake of change, but I do look creatively at processes and look for ways to improve efficiency and reduce costs. I recently took a project management process that my team was using and added my own creative touch to make it more efficient. I introduced a new tool that allowed us to track our progress more easily and provided more visibility into the project timeline. This helped us identify potential roadblocks and take corrective action before they became major issues. Overall, the new process has improved our productivity and collaboration, and we are seeing great results thanks to the creativity I brought to the table."

Written by Krista Wenz on June 16th, 2023

Answer Example

"Last month, my supervisor asked me to take our existing adjuster training package and improve it. My goal was to make the system more engaging for new recruits. Once we implemented my ideas, we increased our new trainee retention rate by 16%. I was quite proud of what my creativity could do!"

Written by Krista Wenz on June 16th, 2023

Experienced Example

"I like to use my creativity when it comes to new software and time management processes. Recently I made some recommendations for team messaging applications and project management software that would streamline our claims processes. These suggestions are currently under review."

Written by Rachelle Enns

13.   How do you approach a claim that seems suspicious or potentially fraudulent?

Why the Interviewer Asks This Question

According to a March 2023 study, between 10% and 20% of insurance claims are fraudulent. The interviewer asks this question to determine your process when you have a suspicious claim. When encountering a suspicious or potentially fraudulent claim, it is essential to approach it with caution and conduct a thorough investigation. Start by gathering all relevant information about the claim and the claimant, including any documentation or evidence provided. Look for any inconsistencies or red flags that may indicate fraud. Conduct interviews with the claimant and any witnesses to gather additional information and consult with experts in a particular field if necessary. Throughout the investigation, maintain open communication with the claimant andinform themd of any updates or findings. If evidence of fraud is discovered, report it to the appropriate authorities and take steps to prevent further fraudulent activity. The key is to remain objective, gather as much information as possible, and ensure a fair and accurate resolution. Describe your approach to these situations.

Written by Krista Wenz on June 16th, 2023

Entry Level Example

"As a new claims adjuster, I would approach a suspicious or potentially fraudulent claim with caution and a thorough investigation. I would gather all necessary information about the claim, including the incident report, medical records, and other relevant documents. I would also interview witnesses and any parties involved in the claim.

If the evidence suggests the claim may be fraudulent, I would escalate the claim to a senior claims adjuster or special investigations unit for further review. I would also work closely with law enforcement and other relevant authorities to identify and address any potentially fraudulent activity.

As a claims adjuster, I understand it is essential to remain impartial and objective in all cases and to always prioritize the best interests of the policyholder and insurance companies best interests. By conducting a thorough investigation and following proper procedures, I can help ensure that all claims are handled fairly and accurately while protecting against potential fraud."

Written by Krista Wenz on June 16th, 2023

Answer Example

"When I have a claim that raises suspicion, I always keep an open mind and do not jump to conclusions. I understand that sometimes what may seem suspicious at first glance may have a reasonable explanation. However, if I still have concerns about the legitimacy of the claim after my investigation, I will escalate it to the appropriate authorities for further review. Ultimately, I aim to ensure all claims are handled fairly and accurately while protecting the company from any potential fraud."

Written by Krista Wenz on June 16th, 2023

Experienced Example

"When it comes to handling suspicious claims, I keep a few key things in mind. First and foremost, I always approach each claim with an open mind and a willingness to investigate thoroughly. This means gathering as much evidence and information as possible and never making assumptions or jumping to conclusions.

Another important factor is communication. I make sure to keep the claimant informed throughout the process, explaining my findings and the reasoning behind any decisions made. This helps to build trust and transparency and can often diffuse any potential suspicion or hostility.

Of course, there are also certain red flags that I look out for when assessing a claim. These can include inconsistencies in the story, lack of documentation or evidence, or a history of previous claims. If something seems off, I will always dig deeper to get to the bottom of it.

Ultimately, my goal is to ensure that each claim is handled fairly and impartially while protecting the interests of the insurance company and its policyholders. By staying vigilant and following a thorough investigative process, I am able to achieve this goal and maintain the trust and confidence of all parties involved."

Written by Krista Wenz on June 16th, 2023

14.   Can you describe your approach to providing excellent customer service to claimants?

Why the Interviewer Asks This Question

When the interviewer asks how you provide excellent customer service as a claims adjuster, they are looking for specific examples of how you have gone above and beyond to ensure customer satisfaction. This could include demonstrating empathy, actively listening to their concerns, providing clear and concise explanations of the claims process, and following up with claimants regularly to keep them informed.

It's important to showcase your ability to handle difficult situations professionally and highlight any experience working with clients from diverse backgrounds. Ultimately, the interviewer wants to know that you have the skills and mindset needed to provide top-notch customer service and to represent the company in a positive light.

Written by Krista Wenz on June 16th, 2023

Entry Level Example

"As a newly licensed claims adjuster, my approach to providing excellent customer service to claimants will be to always listen carefully to their concerns and needs and to remain empathetic and patient throughout the process. I understand filing a claim can be a stressful and overwhelming experience, and it is my goal to make the process as smooth and efficient as possible for the claimant. I will always communicate clearly and effectively and keep the claimant informed every step of the way. Additionally, I will strive to be fair and objective in my assessments and to always act with the utmost integrity and professionalism. My priority is to ensure the claimant receives the support and assistance they need to resolve their claim in a timely and satisfactory manner."

Written by Krista Wenz on June 16th, 2023

Answer Example

"My approach to providing excellent customer service to claimants is to always listen carefully to their concerns and needs. I make sure to answer their questions thoroughly and provide them with clear explanations of the claims process and their options. I also strive to be empathetic and understanding of their situations, as I know that being in a claim can be a stressful and difficult experience. I am always respectful and professional in my interactions with them, and I work hard to ensure their claims are handled efficiently and fairly. As a claims adjuster, my goal is to provide claimants with the best possible service and to help them get the results they need to move forward."

Written by Krista Wenz on June 16th, 2023

Experienced Example

"I am committed to providing exceptional customer service to claimants by attentively listening to their concerns and displaying unwavering empathy and patience throughout the process. I fully comprehend that filing a claim can be an arduous and stressful experience, so I strive to make the process as effortless and efficient as possible for the claimant. I ensure their complete satisfaction by communicating clearly and effectively and keeping the claimant informed at every step of the way. My assessments are fair and objective, and I always act with integrity and professionalism. My top priority is to ensure the claimant receives the support and assistance they require to resolve their claim in a timely and satisfactory manner."

Written by Krista Wenz on June 16th, 2023

15.   How do you stay up-to-date with changes in laws and regulations that impact claims processing?

Why the Interviewer Asks This Question

As a claims adjuster, it's essential to stay up-to-date with changes in laws and regulations that impact claims processing. One way to do this is by attending training sessions and seminars offered by professional organizations. Another option is subscribing to industry publications and participating in online forums and discussions. It's also important to regularly review and update company policies and procedures to ensure compliance with any new laws or regulations. By staying informed and proactive, you can provide the best possible service to your clients while minimizing risk and avoiding legal issues. Describe to the interviewer how you stay up-to-date to assure them you are a diligent and responsible adjuster.

Written by Krista Wenz on June 17th, 2023

Entry Level Example

"As a new claims adjuster, I plan to stay up-to-date with changes in laws and regulations that impact claims processing by attending training seminars, conferences, and workshops. I will also subscribe to industry newsletters and publications to stay informed about any new developments in the field. Additionally, I will collaborate with my colleagues and seek guidance from more experienced adjusters to ensure that I am processing claims accurately and in compliance with all applicable laws and regulations. Keeping up-to-date with changes in laws and regulations is crucial for providing the best possible service to our clients and maintaining the integrity of our company."

Written by Krista Wenz on June 17th, 2023

Answer Example

"To ensure I'm always on top of any changes, I prioritize attending industry conferences and seminars, reading industry publications, and participating in ongoing professional development opportunities. Additionally, I regularly communicate with colleagues and experts in the field to stay informed on any new developments and best practices. By staying informed and proactive, I can ensure that I'm providing the best possible service to my clients and accurately assessing claims."

Written by Krista Wenz on June 17th, 2023

Experienced Example

"As a skilled claims adjuster, it's essential to stay up-to-date with all the latest changes in laws and regulations that impact claims processing. I ensure that I'm always one step ahead by attending industry conferences and seminars, reading industry publications, and engaging in ongoing professional development opportunities. Furthermore, I regularly keep in touch with my colleagues and industry experts to stay informed on new developments and best practices. With my proactive approach, I'm able to provide top-notch service to my clients and assess claims with pinpoint accuracy."

Written by Krista Wenz on June 17th, 2023

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