Top 20 Interview Questions & Answers for Auto Adjuster Roles – 2025

Preparing for an auto adjuster job interview? This guide provides a list of essential questions and answers that will help you demonstrate your skills in insurance claims handling, negotiation, and customer service. Whether you're applying for a role as a field auto adjuster, desk adjuster, or property damage adjuster, these questions cover all key areas of the job.

General Questions

• 1. What made you choose a career as an auto adjuster?
  Answer: As someone who is passionate about customer service and problem-solving, I was drawn to the dynamic and challenging nature of the insurance industry. Becoming an auto adjuster allows me to combine my skills and interests in a role where I can make a real difference for people in need.
• 2. How would you handle a difficult customer who is not satisfied with the insurance payout they have received?
  Answer: I would start by actively listening to their concerns and empathizing with their situation. Then, I would explain the reasoning and details behind the payout in a clear and compassionate manner. If necessary, I would involve a team member or supervisor to find a mutually satisfactory resolution.
• 3. How do you stay updated on the latest industry trends and best practices?
  Answer: I regularly attend industry conferences and workshops, and I also make sure to stay updated on industry news and publications. Additionally, I am a member of professional organizations and participate in online forums and discussions with other auto adjusters to exchange knowledge and learn from their experiences.
• 4. How do you prioritize and manage multiple claims at once?
  Answer: I utilize a detailed and organized system to track and prioritize claims based on urgency and complexity. I also make sure to communicate with all parties involved and provide consistent updates to ensure that each claim is progressing smoothly and efficiently.
• 5. Can you give an example of a time when you had to make a difficult decision in a high-pressure situation?
  Answer: In my previous role, I had to make a decision on whether to approve a costly repair for a customer's vehicle that had been damaged in a flood. After reviewing the evidence and consulting with a team member, I made the difficult but necessary decision to deny the claim due to the policy's exclusion for flood damage. I had to communicate this decision to the customer, but I did so in a compassionate and professional manner, offering alternatives and assistance in finding a solution.

Technical Skills & Experience

• 6. How familiar are you with insurance policies and coverage options for different types of vehicles?
  Answer: I have extensive knowledge of insurance policies and specific coverage options for various types of vehicles, including private passenger, commercial, and recreational vehicles. I stay updated on any changes or updates to policies and am always eager to learn more.
• 7. Have you handled any complex or high-value claims in your previous role?
  Answer: Yes, I have experience handling complex and high-value claims, including total loss claims and severe damage claims. In these situations, I adhere to thorough investigation and documentation processes and use my negotiation skills to work towards a fair and accurate settlement for all parties involved.
• 8. How do you ensure that all recommended repairs and services are necessary and reasonable?
  Answer: I rely on my knowledge and experience as well as input from industry experts and guidelines to determine the necessary and reasonable repairs and services for each claim. I also always seek multiple quotes and consider any potential alternatives to ensure the best and most cost-effective solution is chosen.
• 9. Can you walk me through a time when you had to negotiate a settlement with a repair shop?
  Answer: I once had to negotiate a settlement for a car with significant damage from an accident with a repair shop that wasn't satisfied with the insurance payout. After discussing the details of the claim and the recommended repairs with the shop, I was able to reach a mutually satisfactory agreement that provided fair compensation for the shop's services while also staying within the guidelines and limits set by the insurance company.
• 10. How do you ensure that all claims are processed accurately and in a timely manner?
  Answer: To ensure accuracy, I have a thorough and detail-oriented approach to documentation and data entry. I also double-check all information and calculations before submitting a claim. To ensure timeliness, I use efficient and organized processes and communicate effectively with all parties involved in the claim.

Situational Questions

• 11. How would you handle a situation where you suspect a claim may be fraudulent?
  Answer: I would follow company protocols for investigating suspected fraud, such as reviewing documentation and evidence, interviewing relevant parties, and involving law enforcement if necessary. I would also remain professional and unbiased throughout the process.
• 12. What would you do if you discovered that a mistake had been made in processing a claim?
  Answer: I would immediately notify my supervisor and take corrective action to ensure the mistake is rectified. I would also take preventative measures to avoid similar mistakes in the future, such as implementing a double-check system or creating a detailed checklist for claim processing.
• 13. How would you handle a claim where the customer's expectations are not aligned with the actual coverage provided by their policy?
  Answer: I would start by carefully and respectfully explaining the details of their policy and the limitations of their coverage. I would also offer assistance in explaining any alternative coverage options or resources that may be available to them. It is crucial to make sure the customer feels heard and understood while also being transparent about the situation.
• 14. What would you do if a customer is not satisfied with the resolution of a claim and threatens to switch insurance providers?
  Answer: I would make sure to listen carefully to their concerns and try to address them within the limitations of the claim and company policies. If the customer is still not satisfied, I would offer to escalate the situation to a supervisor or provide resources for filing a dispute. My priority is to ensure that the customer feels heard and their concerns are addressed professionally and effectively.
• 15. How do you handle a situation where a customer is emotional or angry due to a denied claim?
  Answer: I would remain calm and empathetic, allowing the customer to express their emotions and concerns. Then, I would explain the details and reasoning behind the claim denial in a clear and respectful manner. If necessary, I would involve a supervisor to assist in finding a resolution or providing additional support to the customer.

Cultural Fit

• 16. How would you handle managing a high volume of claims while still providing excellent and personalized customer service?
  Answer: I have experience handling large volumes of claims while still maintaining customer satisfaction and processing accuracy. I prioritize effective time management and communication, and I make sure to establish strong relationships with customers to understand their needs and expectations.
• 17. How do you ensure ethical and fair practices in handling claims?
  Answer: I make sure to adhere to company policies and guidelines, as well as industry regulations, when handling claims. I also prioritize clear communication and transparency with all parties involved, and I do not engage in any unethical practices or offer preferential treatment to any parties.
• 18. How do you handle a situation where a customer is difficult or rude?
  Answer: I would remain professional and calm, and I would try to understand the root of the customer's frustration. Then, I would do my best to address their concerns and provide a solution or escalate the situation to a supervisor if necessary. It is essential to remain respectful and empathetic while also upholding company policies and maintaining a positive relationship with the customer.
• 19. How do you keep track of changing policies and regulations in the insurance industry?
  Answer: I regularly stay updated on industry news and updates through conferences, publications, and online resources. I also participate in internal training and development opportunities provided by the company. I understand the importance of staying updated and continuously learning in this fast-paced industry.
• 20. Can you give an example of how you have improved a process or made a positive change in a previous role?
  Answer: In my previous role, I noticed that there was a lack of consistency in claim processing among team members. I proposed and created a detailed checklist and process guide that all team members were trained on and used. This resulted in a decrease in errors and an increase in efficiency, and it was well-received by the team and management.