Master Claims Adjuster Interviews
Realistic questions, proven answers, and actionable tips to help you stand out
- Understand key competencies interviewers assess
- Learn structured STAR responses for common scenarios
- Identify red flags to avoid in your answers
- Access a timed practice pack for realistic rehearsal
Behavioral
While handling a multi-vehicle accident claim, the police report was incomplete and witness statements conflicted.
I needed to determine liability and damages to process the claim accurately.
I coordinated with the police department for supplemental reports, conducted on‑site inspections, and interviewed all parties separately, documenting discrepancies.
I identified the primary liable driver, saved the insurer $12,000 by avoiding an overpayment, and closed the claim within 10 days, receiving commendation from my manager.
- What tools did you use to track the information?
- How did you communicate your findings to the claimant?
- Clear STAR structure
- Specific actions and tools described
- Quantifiable result highlighted
- Demonstrates analytical rigor
- Vague description of investigation steps
- No measurable outcome
- Gather all available documentation
- Contact external sources for missing data
- Perform independent site inspection
- Interview witnesses separately
- Document findings and reconcile inconsistencies
A claimant disputed the liability assessment for a fire damage claim and demanded a settlement well above policy limits.
My goal was to reach a fair settlement within policy limits while maintaining the claimant’s trust.
I reviewed the policy language, presented a detailed loss analysis, and held a mediation session where I listened actively, addressed concerns, and offered a structured payment plan for approved items.
The claimant accepted a settlement 5% below the initial demand, preserving the insurer’s profitability and receiving positive feedback for professionalism.
- How did you handle the claimant’s emotional response?
- What would you do if the claimant refused the offer?
- Demonstrates policy knowledge
- Shows empathy and active listening
- Provides concrete negotiation tactics
- Ends with a mutually acceptable outcome
- Blaming the claimant
- Lack of specific negotiation technique
- Review policy and loss details
- Prepare clear, data‑driven presentation
- Engage claimant with active listening
- Offer alternative payment options
- Document agreement
