17 Claims Supervisor Interview Questions and Answers

The insurance industry is a critical part of our economy, and claims supervisors play a critical role in ensuring that claims are processed fairly and efficiently. As a claims supervisor, you’ll be responsible for overseeing the entire claims process, from the initial filing to the final resolution.

If you’re looking for a job in the insurance industry, it’s important to be prepared for the interview. In this guide, you’ll find sample questions and answers that will help you stand out from the competition and land the job of your dreams.

Are you familiar with the claims process at our company or organization?

Interviewers may ask this question to see if you have experience working with their company’s specific claims process. If you are interviewing for a position at your current employer, it can be beneficial to mention any recent changes in the claims process and how they’ve impacted your work. You can also use this opportunity to highlight any skills or knowledge that helped you adapt to these changes.

Example: “I am familiar with the claims process at my current organization. I started as an entry-level claims adjuster and worked my way up to my current role as a claims supervisor. Throughout my career here, we’ve made several adjustments to our claims process, including implementing new software and changing our claim intake procedures. These changes required me to learn new processes quickly, but I was able to do so by asking questions and actively listening to my coworkers.”

What are some of the most important qualities for someone in a claims supervisor role?

This question can help the interviewer determine if you have the skills and abilities to succeed in this role. Use your answer to highlight some of the most important qualities for a claims supervisor, such as strong communication skills, problem-solving ability and attention to detail.

Example: “The most important quality for someone in a claims supervisor role is attention to detail. As a claims supervisor, I would be responsible for reviewing all incoming claims and making sure they meet our company’s standards. This means that I need to make sure each claim has all the necessary information and meets the right criteria before sending it along to the next step in the process. Another important quality is problem-solving ability. In my last position, I often had to solve problems on my own since my manager was out of the office more than she was there. Having good problem-solving skills allows me to find solutions quickly so I can get back to work.”

How would you handle a situation where two employees are arguing about who is responsible for a mistake in the claims process?

An interviewer may ask you a question like this to assess your conflict resolution skills. Use examples from past experiences where you helped two employees resolve their differences and work together to complete the task at hand.

Example: “In my last role, I had an employee who was new to the claims process. She made a mistake in her calculations that caused a delay in processing one of our clients’ claims. The senior employee she worked with became upset because he felt it was his responsibility to ensure all processes were completed correctly. I met with both employees separately to understand each person’s perspective on the situation. After hearing both sides, I explained how important it is for everyone to work as a team to ensure we provide excellent customer service.”

What is your process for investigating claims that are denied by insurance providers?

Interviewers may ask this question to understand how you approach your work and the steps you take to complete it. Use your answer to highlight your problem-solving skills, ability to research information and attention to detail.

Example: “I start by reviewing all of the documentation that was submitted with the claim. I then contact the claimant to discuss any missing or unclear information in their application. If there are still questions about the validity of a claim after speaking with the claimant, I will reach out to the insurance provider for more information. In some cases, I have even called the doctor’s office to ensure that the medical records provided were accurate.”

Provide an example of a time when you had to help an employee who was overwhelmed with the number of claims they had to process.

An interviewer may ask this question to learn more about your leadership skills and how you can help others succeed. Use examples from your experience where you helped an employee or coworker who was struggling with their workload.

Example: “At my previous job, I had a coworker who was new to the company and overwhelmed by the number of claims they had to process each day. They were having trouble keeping up with the amount of work they had on their desk, which caused them to make mistakes in some of their claim processing. I offered to help them organize their paperwork so that it would be easier for them to find important documents when needed. This allowed them to focus on the tasks at hand and reduced the stress they felt.”

If you had to choose one area of claims management to focus on, what would it be?

This question is a way for the interviewer to assess your priorities and values as they relate to claims management. Your answer should reflect your commitment to excellence in one or more areas of claims management, such as customer service, accuracy or efficiency.

Example: “I would choose accuracy because it’s important that we get every claim right the first time. If we make an error on even one claim, it can cost us thousands of dollars in additional expenses. I’ve always been passionate about accuracy, so I’m committed to making sure my team members are well-trained and motivated to do their best work.”

What would you do if you noticed that employees were processing claims more quickly but making more mistakes as a result?

This question can help the interviewer determine how you will handle situations that require problem-solving skills. Your answer should show your ability to analyze a situation and make decisions based on facts rather than emotions.

Example: “I would first look at the claims data to see if there was any truth to this claim. If I saw that employees were making more mistakes, I would hold a meeting with them to discuss their performance. I would ask them about their work processes and compare it to our company’s standards for processing claims. If they are still making mistakes after the meeting, I would consider whether we need to hire additional staff or train current employees.”

How well do you handle stress while working with others to resolve complex claims issues?

Stress is a common factor in many work environments, and claims supervisors often have to manage stress while working with their team members. Employers ask this question to make sure you can handle stressful situations and collaborate well with others. In your answer, explain how you plan to reduce the stress of your job and encourage teamwork among your staff.

Example: “I am very organized and detail-oriented, which helps me stay calm when I’m under pressure. When I feel stressed, I take a few deep breaths and remind myself that I can solve any problem if I break it down into smaller tasks. I also find that having a strong support system at work makes managing stress much easier. I would love to be part of a team where we all help each other out and hold one another accountable for our work.”

Do you have experience training new employees on claims procedures?

Interviewers may ask this question to see if you have experience training others and how well you can communicate information. Use your answer to highlight your communication skills, ability to teach others and willingness to help coworkers learn about the company’s policies.

Example: “I’ve had a lot of experience training new employees on claims procedures because I’ve worked in my current position for five years. In that time, we’ve hired several new employees, so I’ve helped train them on our processes and expectations. I find it helpful to use visual aids like PowerPoint presentations or handouts when explaining complex concepts. This helps me explain things clearly and makes sure everyone understands.”

When investigating a claim, what is your process for determining liability?

This question can help the interviewer understand your decision-making process and how you apply it to your work. Use examples from past experience that highlight your critical thinking skills, ability to collaborate with others and attention to detail.

Example: “When investigating a claim, I first look at all of the evidence provided by the claimant. Then, I review any documentation or reports submitted by the insurance company on behalf of the policyholder. After this, I contact the policyholder directly to ask for additional information about the incident. Finally, I compare all of these sources of information against each other to determine liability.”

We want to improve our claims process to reduce the number of claims that get denied. What changes would you make to our procedures?

This question is an opportunity to show your problem-solving skills and ability to make improvements. When answering this question, think about the company’s current claims process and what you would change to improve it.

Example: “I’ve noticed that many of our claims get denied because they’re not filed in a timely manner. I would implement a system where employees are required to submit their claims within 24 hours of when the incident occurred. This will ensure we have all the necessary information to file a claim and reduce the number of denials we receive.”

Describe your experience with using insurance software.

This question can help the interviewer determine your comfort level with using software to complete tasks. Use examples from previous experience to highlight your ability to use technology and adapt to new systems.

Example: “I’ve used several different insurance software programs in my career, but I find that having a basic understanding of all types is helpful when working with multiple companies. In my last position as claims supervisor, I worked for an auto insurance company where we used one type of software. However, I also had experience working at a property insurance company where we used a completely different system. Having this background helped me understand how to navigate both systems and learn the differences between them.”

What makes you an effective team leader when it comes to claims management?

An interviewer may ask this question to learn more about your leadership skills and how you can apply them in a work environment. When answering, it can be helpful to highlight some of the qualities that make you an effective team leader.

Example: “I think one of my greatest strengths as a claims supervisor is my ability to communicate effectively with others. I am always willing to listen to what my team members have to say and provide feedback on their ideas or concerns. In addition, I also encourage open communication among my team by encouraging everyone to share information they find out about a claim. This helps me understand the situation better and makes sure we’re all working toward the same goal.”

Which claims processes have you worked on in the past and which ones do you feel more comfortable with?

An interviewer may ask this question to learn more about your experience level and how you feel about different processes. You can use this opportunity to discuss the claims process that you’re most comfortable with, as well as those that you find challenging or less interesting.

Example: “I’ve worked on all of the major claim processes in my past positions, but I enjoy working on property damage claims the most. I like being able to help customers understand what their options are when it comes to repairing or replacing damaged items. It’s rewarding to see them happy with the outcome of their claim.”

What do you think is the most challenging part of being a claims supervisor?

This question can help the interviewer understand what you think is important in your role and how you approach challenges. You can answer this question by identifying a specific challenge that you have faced as a claims supervisor, explaining why it was challenging and describing how you overcame it or plan to overcome it.

Example: “The most challenging part of being a claims supervisor for me has been managing my team’s time effectively. I’ve found that many employees want to work overtime but don’t always need to, so I try to be very clear about when they are expected to work extra hours and when they aren’t. This helps ensure that we’re using our resources efficiently while still meeting deadlines.”

How often do you make mistakes when processing claims?

This question can help the interviewer determine how much experience you have in your field. It also helps them understand if you are willing to admit when you make a mistake and learn from it or if you try to cover up mistakes. When answering this question, be honest about any past mistakes you’ve made and explain what steps you took to improve your process for future claims.

Example: “I am human, so I do make mistakes sometimes. However, I take responsibility for my mistakes and apologize to the customer. Then, I fix the error as soon as possible and implement new processes to ensure that I don’t make the same mistake again.”

There is a discrepancy in the information provided by the claimant and the insurance company. What is your decision?

This question is a great way to test your decision-making skills and how you handle conflict. When answering this question, it can be helpful to give an example of the process you would use to make a fair and just decision.

Example: “If there was a discrepancy in information provided by the claimant and insurance company, I would first ask for clarification on what they are reporting. Then, I would speak with the other party involved to get their side of the story. After gathering all the facts, I would review any documentation that supports either claim. If both parties agree to my final decision, then I will proceed with processing the claim as normal. However, if one or both parties disagree with my decision, I will revisit the situation and try to come to a resolution.”