Top 20 Interview Questions & Answers for Claims Manager Roles - 2025

As a claims manager, it is essential to have strong communication skills, attention to detail, and the ability to handle high-pressure situations. This guide provides a list of 20 questions and answers to help you demonstrate your knowledge and skills in the insurance claims industry. Whether you're applying for a position at an insurance company, law firm, or private firm, these questions cover all key areas of the job.

General Questions

• 1. Tell me about your previous experience as a claims manager.
  Answer: In my previous role as a claims manager, I handled a team of 10 claims adjusters and was responsible for overseeing all aspects of the claims process, from initial review to final settlement. I also worked closely with legal teams and insurance agents to ensure timely and accurate claim resolution.
• 2. How do you prioritize and manage your workload?
  Answer: I prioritize my workload by urgency and impact. I always ensure that the most critical cases are given immediate attention, and I delegate tasks to my team to manage the workload effectively. I also use a project management tool to track deadlines and ensure efficient time management.
• 3. How do you handle difficult or irate customers?
  Answer: I always maintain a professional and empathetic demeanor when dealing with difficult customers. I try to understand their concerns and offer solutions that align with our company's policies. If necessary, I escalate the issue to my supervisor while still keeping the customer updated on the progress.
• 4. How do you stay updated on industry changes and best practices?
  Answer: I regularly attend industry conferences and seminars, read industry publications, and network with other claims managers to stay updated on best practices and industry changes. I also make sure to implement any relevant changes in our processes to improve efficiency and accuracy.
• 5. How do you ensure the accuracy and completeness of claims files?
  Answer: I have a thorough review process in place where all claims files are double-checked by a different team member before being submitted for review or settlement. I also conduct regular audits to identify any potential errors and provide additional training when necessary.

Behavioral Questions

• 6. Can you tell me about a time when you had to make a difficult decision regarding a claim?
  Answer: In a situation where there was conflicting evidence and the claimant's story seemed unreliable, I had to carefully evaluate all the information to make an unbiased decision. I consulted with my team and legal counsel to ensure that all decisions were made based on evidence and company policies.
• 7. How do you handle a team member who consistently underperforms?
  Answer: I believe in open communication, so I would address the issue with the team member privately and offer support and resources to help them improve. I would also set clear expectations and provide regular feedback on their performance to ensure they are meeting our standards.
• 8. Can you give an example of a time when you had to handle a high volume of claims in a short amount of time?
  Answer: In a natural disaster, our office was inundated with a high volume of claims. I quickly mobilized our team to handle the increased workload by dividing the work and implementing a streamlined process. We were able to handle the volume of claims efficiently, and our customers were satisfied with the timely resolution of their claims.
• 9. Tell me about a time when you had to handle a difficult or emotional claimant.
  Answer: In one particular case, the claimant was devastated by the loss of her home and belongings due to a fire. I remained calm, empathetic, and transparent throughout the process, reassuring her that her claim was being processed efficiently and keeping her updated on the progress. She was grateful for my support and understanding throughout the process.
• 10. How do you handle conflicting priorities and tight deadlines?
  Answer: I prioritize tasks based on urgency and impact and delegate when necessary to ensure all deadlines are met. Communication and time management are key in handling conflicting priorities, and I make sure to keep all stakeholders informed on the progress and any changes in timelines.

Situational Questions

• 11. If a claimant disagrees with our settlement offer, how would you handle the situation?
  Answer: I would first review the policy and make sure that our offer aligns with our company guidelines and industry standards. If necessary, I would explain the reasoning behind our offer and provide any supporting documentation. If the claimant still disagrees, I would escalate the case to my supervisor for further review.
• 12. How would you handle a fraudulent claim?
  Answer: I would carefully review all evidence and utilize fraud detection tools to determine the validity of the claim. If it is determined to be fraudulent, I would follow our company's procedures, including denying the claim and potentially filing a report with the appropriate authorities.
• 13. If you discovered an error made by a team member that affected a claim, how would you handle it?
  Answer: I would approach the team member privately and discuss the error, providing any supporting evidence. I would also offer additional training or resources to prevent similar errors in the future. If necessary, I would also escalate the issue to my supervisor.
• 14. How would you handle a claim where the claimant is not cooperating or providing necessary information?
  Answer: I would reach out to the claimant and explain the information needed to process their claim. If they still refuse to cooperate, I would consult with my supervisor to determine the best course of action, which may include informing the claimant that their claim cannot be processed without the necessary information.
• 15. How do you handle difficult conversations with clients?
  Answer: I always approach difficult conversations with empathy and transparency. I make sure to listen to their concerns and offer solutions that align with our company policies and industry standards. I also follow up with the client to ensure their needs were addressed appropriately.

Technical Skills & Knowledge

• 16. What factors do you consider when determining the value of a claim?
  Answer: I consider factors such as policy coverage, the extent of damage or injuries, and any applicable laws or regulations when determining the value of a claim. I also use industry tools and resources to ensure accurate and fair valuations.
• 17. How familiar are you with insurance laws and regulations?
  Answer: I have a thorough understanding of insurance laws and regulations, including state-specific laws, industry standards, and changes in regulations. I regularly attend training and keep my knowledge up-to-date to ensure compliance in all aspects of my work.
• 18. What experience do you have with claims management software?
  Answer: In my previous roles, I have used several claims management software programs to track and manage claims. I am proficient in utilizing these tools to streamline processes, analyze data, and provide accurate reporting.
• 19. How do you ensure confidentiality when handling sensitive information?
  Answer: I understand the importance of confidentiality in the insurance industry, and I always follow company policies and legal requirements when handling sensitive information. I also have a strict protocol in place for access and storage of confidential documents.
• 20. How do you handle a complex claim that requires collaboration with legal teams?
  Answer: I make sure to communicate clearly and provide all necessary documentation to legal teams to efficiently handle complex claims. I work closely with legal teams to ensure that all claims are handled in accordance with legal requirements and company policies, and I follow up regularly to ensure a smooth resolution for the claimant and all stakeholders involved.