5 Common Claims Representative Interview Questions & Answers

Kellie Hanna, CPRW
By Kellie Hanna, CPRW, Career Advice Expert Last Updated: July 01, 2022
5 Common Questions For Claims Representative

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It’s never easy to land a face-to-face job interview. You are generally competing with several job applicants, and you need an outstanding cover letter and resume to stand out from the competition. Once you do get an interview, the search is not over. While you have come far, you still have to make a great impression during the actual interview.

The answers you provide to the interview questions will help the employer understand whether or not you are a good fit for the job. This is why it is important to prepare responses to common insurance interview questions. When you are preparing your responses, think beyond the standard questions like “Why do you want this job?” The answer to this question is obvious, and it is not the best indication of how you will perform. Your answers to insurance-related questions will provide the employer with a better idea of your skills and knowledge. To prepare the best responses, study these five common claims representative interview questions and answers.

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5 Claims Representative Interview Questions & Answers

Sometimes claims representatives make the decision to treat a vehicle as a total loss. When does this usually happen?

After an accident occurs, the extent of the damage has to be evaluated. This is part of the claims process. During the evaluation we determine how much the vehicle will cost to replace. We also want to ensure that it can be repaired to a safe, working condition. If it is cost-effective to do this, then we can move forward with the claim and pay for the damages. If the repairs cost more than the value of the car, then the vehicle is considered a total loss.

What technical knowledge do you possess that will help you on the job?

I have a property and casualty license, and I also have a background in construction. I spent several years working on construction sites. This experience makes me very familiar with the different types of property damage. I have an easier time filing these types of claims and assessing the damage related to these types of accidents. At the same time, I am eager to use the information I learned while studying for my license to help with automobile claims.

As a claims representative, you often work with customers who are stressed or in shock. Can you give us an example of a situation where you helped a customer under stress?

At my previous job I processed orders for customers. One customer called, very stressed because he needed his product sooner than anticipated. This customer was very agitated and somewhat rude to me on the phone. He insisted that I get him what he needed at that moment. I was in the middle of working with another customer at the time, and wanted to help both. I kindly explained to the agitated customer that I would call him back when I finished with the other customer. I called back as promised and helped the worried customer understand that we would do everything we could to help him. My patience and extra effort alleviated the customer’s stress and solved the problem.

You will be required to analyze claims to check for fraud. What skills will help you in this role?

I am extremely detailed oriented and am good at catching errors. During my last job, I was in charge of the weekly reports. For over a year these reports were turned in without any errors. This was very important to our department, because even a small error would skew the finances. In order to get it right each week, I would double and triple-check my work. I would apply the same attention to detail as a claims representative to ensure that fraudulent claims are avoided.

How would you successfully negotiate a settlement offer with a customer?

Settlement offers represent a fair market value. This ensures that the customer is treated correctly. At the same time the settlement needs to be in the best interest of the insurance agency. I would try to find a balance between these two objectives and begin with a lower offer in case the customer was not willing to settle and I needed more money to negotiate with. I would also try to break down the compensation so the customer was more informed and more inclined to settle.

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