Preparing for a claims adjuster interview, whether it’s your first in the industry or a new opportunity within it, can be both exciting and nerve-wracking.

A powerful tool to help you present your experiences clearly and effectively is the STAR method. In this article, we’ll show you how to use the STAR method and give you some extra tips to help you ace that interview, whether you’re an experienced adjuster interviewing for a new position or this is your first step into the field.

Understanding the STAR Method

First, let’s break down what the STAR method is:

• Situation: Describe the context within which a task was performed, or a challenge was faced.
• Task: Explain the specific task or challenge involved.
• Action: Detail the actions taken to address the task or challenge.
• Result: Shre the outcomes or results of those actions.

 

Applying the STAR Method with Industry Experience:

For those with experience, interviews will likely involve questions about specific scenarios that you’ve encountered. Here are a couple of examples:

Example 1: Handling a Difficult Policyholder

Situation: In a previous role as a property adjuster, a policyholder’s property had significant storm damage. The policyholder was irate and did not understand their coverages.

Task: Accurately assess the damage, manage the policyholder’s expectations, and help them understand their coverages.

Action: Conducted a thorough site visit and damage appraisal, maintaining regular communication, addressing concerns, and explaining each step. Educated the policyholder about their coverages with empathy and patience.

Result: The policyholder’s concerns were addressed, and they gained a better understanding of their coverage. The claim was settled efficiently, earning appreciation for the empathy and thoroughness shown, which led to positive feedback and reinforced the team’s reputation.

Example 2: Managing a Complex Automobile Claim

Situation: In a previous role as an automobile adjuster, a multi-vehicle accident led to complex liability issues. The insured was stressed and confused.

Task: Determine liability accurately, handle multiple claimants, and ensure fair settlements within the policy’s limits.

Action: Interviewed all involved parties and witnesses, secured the police report, and conducted a scene investigation. Assessed damages and injuries, documented all details meticulously, and negotiated with other insurance carriers. Maintained clear communication with the insured and claimants.

Result: Determined liability and applied appropriate comparative negligence, leading to fair settlements within policy limits. The insured and claimants appreciated the transparent process, resulting in positive feedback and reinforcing the team’s reputation for effective claims handling.

 

Tips for Industry Newcomers

For those new to the industry, the STAR method can highlight transferable skills and experiences. Think about situations from previous jobs, volunteer work, or even school projects where relevant abilities were demonstrated. Here’s how to frame answers:

Example 1: Dealing with Challenging Situations

Situation: As a retail manager, three were frequent instances of dealing with unhappy customers.

Task: One particular situation involved a customer who was upset about a delayed shipment.

Action: Listened to the customer’s concerns, offered a sincere apology, and provided regular updates on the order status. Arranged a discount on their next purchase as a goodwill gesture.

Result: The customer left satisfied, returned to shop again, and praised the customer service in a follow-up survey.

Example 2: Handling a High-Pressure Situation

Situation: While working as a customer service representative, there was a sudden influx of calls due to a product recall.

Task: The task was to manage the high volume of calls, provide accurate information, and reassure customers.

Action: Quickly familiarized with the recall details and prepared a script to ensure consistent and accurate information. Collaborated with the team to divide the call load and implement a system to track and follow up on each case.

Result: Managed to handle the influx efficiently, provided reassurance to customers, and maintained high customer satisfaction. The proactive approach and teamwork were praised by supervisors.

 

Extra Tips for Using the STAR Method

• Be Authentic: Choose examples that genuinely reflect personal experiences. Authenticity resonates more than polished but impersonal stories.
• Keep It Relevant: Tailor stories to highlight skills directly applicable to a claims adjuster’s role, such as problem-solving, communication, and customer service.
• Practice, But Don’t Memorize: Rehearse STAR responses to become comfortable with the format, but avoid memorizing them word-for-word. Natural delivery is key.

Additional Interview Tips:

• Research the Company: Understand the company’s values, mission, and recent news. This shows genuine interest and helps tailor responses to align with the company culture.
• Prepare Questions: Have thoughtful questions ready for the interviewer. This demonstrates proactive engagement and interest in the role.
• Dress Appropriately: Professional attire reflects seriousness about the position and respect for the interview process.
• Follow Up: Send a thank-you email post-interview. It’s a courteous way to express appreciation for the opportunity and reinforces your interest in the position.

Final Thoughts

Interviews can be challenging, but with the STAR method and these additional tips, you’re well-equipped to make a lasting impression. Whether you’re a seasoned professional or new to the insurance world, structured, clear, and impactful stories will set you apart. Remember, every experience is valuable. Good luck and go ace that interview!

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At AE21, we’re dedicated to developing the best adjusters in the industry. For more resources, training programs, and support, visit our website. Let’s take your career to the next level together!