Claims Adjuster Mock Interview
Practice 35 Claims Adjuster interview questions covering liability assessment, fraud detection, and settlement negotiations.
Question 5 of 35
When you have difficulty persuading someone to your point of view, what do you do?
Example Answer
Entry Level
Experienced
Why the Interviewer Asks This Question
Community Answers
Krista Wenz has been on thousands of interview panels hiring EMS professionals and firefighters for public and private agencies.
"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."
Krista Wenz has been on thousands of interview panels hiring EMS professionals and firefighters for public and private agencies.
"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."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"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."
Krista Wenz has been on thousands of interview panels hiring EMS professionals and firefighters for public and private agencies.
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.
Interview Coach
Jaymie
A real coach, not AI. I read every answer myself and write back with personalized feedback.
Typically responds within 24 hours.
0 - Character Count
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 Feedback
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.
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 Feedback
This is a wonderful approach, and very smart! Good answer.
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 Feedback
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?
Anonymous Answer
I will simply walk them through the dice method letting them understand policy language and how I came up with a fair value for the loss.
Cindy's Feedback
Ok, that's great that you have a method, but will the interviewer be familiar with the dice method? You'll probably want to explain it to make sure, and then describing through example will help it make sense.
Anonymous Answer
As a claims adjuster, I am often tasked with explaining denials of coverage. I use active listening and expressing empathy while focusing on the gains of the claim.
Marcie's Feedback
Definitely! Can you talk about a time when you successfully did this? Did you use a certain tone of voice or certain words? How did you make sure that the customer understood what you were telling them and accepted it? Give more details here to further strengthen your response. Good job!
Anonymous Answer
That is a large part of this position. I think knowledge is power. I try to give people the most information on the topic as I can. Using supporting documents and photos if needed. This method has been very successful for me.
Marcie's Feedback
Excellent. Can you talk about a specific time when you successfully persuaded someone? Also, what else do you do to persuade them beyond providing them with information? And if they don't seem persuaded, in that situation, what do you do? Do you give them time to think it over and then follow up later, for example?
Unlock All 35 Claims Adjuster Questions
Unlock expert responses for policy interpretation, investigation scenarios, and decision-making questions.
Get StartedJump to Question