Claims Adjuster Interview Questions

Interviewer: Hi, thank you for coming in today. Can you start by telling me about your experience in claims adjusting?

Candidate: Of course. I have been a claims adjuster for the past five years, working primarily in property and casualty claims.

Interviewer: Great, can you walk me through your process for handling a claim from start to finish?

Candidate: Sure. I always start by gathering all the necessary information and documentation, including any police reports, medical records, and witness statements. Then, I assess the damage and determine the costs of repairs or medical treatment. From there, I negotiate with the claimant's insurance company and work to resolve the claim as quickly and fairly as possible.

Interviewer: How do you handle difficult or contentious claims?

Candidate: I believe in maintaining open communication with all parties involved and working to find a solution that satisfies everyone. If necessary, I consult with legal experts or other industry professionals to make sure I am making the best decision for all parties.

Interviewer: Can you tell me about a time when you had to make a difficult decision in a claim and how you handled it?

Candidate: I had a case where the claimant was requesting compensation for damages that were not directly caused by the incident they were claiming for. After reviewing all the evidence and consulting with our legal team, I made the decision to deny their claim. I communicated my decision clearly with the claimant and provided them with the reasoning behind it.

Interviewer: How familiar are you with insurance regulations and policies?

Candidate: I am extremely familiar with both state and federal regulations related to insurance, and I have worked with a wide range of insurance policies over the course of my career.

Interviewer: How do you prioritize your caseload?

Candidate: I prioritize my caseload based on a variety of factors, including the severity of the claimant's injuries or damages, the likelihood of the claim being fraudulent, and the urgency of resolving the claim.

Interviewer: How do you stay organized when handling multiple claims at once?

Candidate: I use a variety of tools, including spreadsheets and project management software, to keep track of all my cases and ensure that all necessary steps are being taken to move each claim forward.

Interviewer: Can you give me an example of a time when you were able to successfully negotiate a settlement for a claim?

Candidate: I had a case where the claimant was requesting a higher settlement amount than our company was initially willing to offer. After several rounds of negotiation, we were able to reach an agreement that satisfied both parties and helped get the claimant the compensation they deserved.

Interviewer: How do you handle situations where you have to deliver bad news or deny a claim?

Candidate: I always communicate clearly and honestly with the claimant, explaining the reasoning behind the decision and providing any necessary documentation or evidence to support it. I also try to offer alternative solutions or potential avenues for appeal, if applicable.

Interviewer: How do you handle conflicts or disagreements with coworkers or other industry professionals?

Candidate: I believe in maintaining a professional and respectful attitude at all times, even when dealing with disagreements or conflicts. I try to approach these situations as an opportunity to find common ground and work collaboratively towards a solution.

Interviewer: How do you ensure that you are always up-to-date on the latest industry trends and best practices?

Candidate: I attend industry conferences and seminars, read industry publications, and network with other professionals in the field to stay informed about new developments and trends.

Interviewer: Can you give me an example of a time when you had to think creatively or outside the box to resolve a claim?

Candidate: I had a case where the claimant was requesting a higher settlement than we were initially willing to offer, but we didn't have enough evidence to prove that the damages were as severe as they claimed. After brainstorming with my team, we came up with a unique solution that involved bringing in a third-party expert to help us assess the damages and provide the evidence we needed to offer a higher settlement.

Interviewer: How do you prioritize customer service while still protecting the interests of your company during the claims process?

Candidate: I believe that providing excellent customer service is essential to maintaining the reputation and success of any company. However, I also understand the importance of balancing that with protecting the company's financial interests. I always strive to find a solution that satisfies both the claimant and the company.

Interviewer: Lastly, why do you believe you are the best candidate for this position?

Candidate: I believe that my extensive experience in claims adjusting, coupled with my excellent communication and negotiation skills, make me a highly qualified candidate for this position. I am confident that I will be able to contribute to the success of your company and provide exceptional service to your customers.

Scenario Questions

1. Scenario: A client reports damage to their home from a storm, but the damage appears to be pre-existing. How would you handle this situation?

Candidate Answer: I would first gather all necessary information from the client and conduct a thorough investigation of the damages. If it appears to be pre-existing, I would explain the findings to the client and deny the claim.

2. Scenario: A car accident resulted in damage to both parties involved. How would you determine the appropriate settlement amount for each party?

Candidate Answer: I would gather all relevant information, such as police reports and medical bills, and assess the damages to both vehicles. I would then determine each party's percentage of fault in the accident and calculate the settlement amount accordingly.

3. Scenario: A client makes a claim for lost jewelry, but there is no proof of ownership or evidence of the loss. How would you handle this situation?

Candidate Answer: I would review the client's policy and the relevant documents to determine if the loss would be covered. If there is no proof of ownership or evidence of the loss, I would have to deny the claim.

4. Scenario: A client's home is damaged by a flood, but the policy does not cover flood damage. How would you handle this situation?

Candidate Answer: I would review the client's policy to confirm that flood damage is not covered. I would then provide options for alternative coverage, such as purchasing flood insurance, but ultimately, I would have to deny the claim.

5. Scenario: A client claims injuries from a car accident, but there is a discrepancy in their medical records. How would you handle this situation?

Candidate Answer: I would investigate the discrepancy further, potentially reaching out to the medical providers for clarification. If there is still uncertainty, I would consult with a medical expert to determine the validity of the claim. Ultimately, I would base my decision on the information gathered during the investigation.
Sample Numeric Data Question:
6. How would you calculate the settlement amount for a car accident resulting in $10,000 in damages, with one party 75% at fault and the other party 25% at fault?
Candidate Answer: I would multiply the total damages by the percentage of fault for each party. So, for the party 75% at fault, the settlement amount would be $7,500. For the party 25% at fault, the settlement amount would be $2,500.