Why this matters:
After examining physical evidence, reviewing official records, and interviewing witnesses, claims adjusters compile all relevant information into detailed claims files. These reports serve as important sources of information for insurance companies, insureds, and adjusters themselves, informing claims recommendations and settlements.
What to listen for:
- A step-by-step strategy for crafting a claims file
- An in-depth understanding of the roles others play in the claims process
- Strong communication skills
Why this matters:
To inform the claims evaluation process, claims adjusters often collect witness statements through interviews. Because every situation is unique, candidates should approach each interview thoughtfully and meticulously. With the right questions and strategies, they can obtain valuable information — some of which may lead to new, unexpected insights.
What to listen for:
- A detailed and focused interview preparation process
- Experience gathering resources, using public databases, and researching
- An empathetic and patient attitude
Why this matters:
The claims process often involves a number of internal and external compliance requirements. To avoid unexpected penalties or bureaucratic delays, claims adjusters should be prepared to follow all regulations — including national and local reporting requirements, workflow protocols, and other administrative standards.
What to listen for:
- Excellent attention to detail
- Knowledge of industry compliance requirements
- A strong sense of personal responsibility
Why this matters:
The claims evaluation process involves a number of moving parts. As a result, mistakes — such as lapses in judgment, compliance oversights, or failure to obtain necessary information — are somewhat inevitable. By quickly addressing any consequences and breaking down feedback, claims adjusters can devise timely solutions and avoid similar errors in the future.
What to listen for:
- Ability to view failure as a learning opportunity
- Willingness to request guidance from others when necessary
- Willingness to take accountability for any oversights
Why this matters:
Every now and then, claims adjusters will come across difficult claimants — including those who might be unhappy with an assessment. By practicing effective communication, acknowledging all concerns, and reviewing assessments when necessary, candidates can de-escalate potential conflicts and devise effective solutions.
What to listen for:
- Ability to maintain professionalism in stressful situations
- Excellent communication skills
- Willingness to set boundaries when necessary
Why this matters:
As the claims process can be unpredictable, claims adjusters may occasionally take on tasks outside their purview. Before doing so, candidates should determine their priorities and request clarification when necessary. By diligently tracking deadlines and maintaining clear communication, they can ensure all expectations are met in a timely manner.
What to listen for:
- Ability to work effectively with others
- Ability to quickly process new information
- Strong time-management skills
Why this matters:
Claims adjusters often handle several claims at once. While doing so, candidates must minimize company spend, adhere to compliance requirements, meet monthly targets, and reach settlements without the guidance of lawyers or managers. By breaking down complex tasks and meticulously tracking deadlines, they can ensure seamless and efficient workflows.
What to listen for:
- A strong task-management strategy
- An excellent work ethic
- Ability to maintain composure in high-pressure situations
Why this matters:
Insurance is a knowledge-driven industry. By developing and nurturing meaningful relationships with others — including fellow claims adjusters and managers — candidates can share and gain valuable expertise, as well as stumble upon new professional opportunities. Doing so can also help foster an inviting and productive workplace culture.
What to listen for:
- Willingness to take initiative when cultivating workplace relationships
- Excellent interpersonal skills
- Willingness to embrace diverse perspectives
Why this matters:
Every claims adjuster’s definition of success looks different. How a candidate answers this question will provide insight into their desired career trajectory, work ethic, and potential culture impact. Their answer may also reveal their capacity to thrive in a fast-paced environment — especially one driven by shifting compliance standards and unpredictable claimants.
What to listen for:
- A track record of professional achievements, or desire to build one
- A long-term strategy for developing new skills
- Eagerness to help cultivate a positive work culture
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