Learn what skills and qualities interviewers are looking for from an insurance customer service representative, what questions you can expect, and how you should go about answering them.
Working as an insurance customer service representative can be both challenging and rewarding. In this role, you’re responsible for providing excellent customer service to policyholders and assisting them with their inquiries and concerns.
To land this type of job, you’ll need to be prepared to answer some common interview questions. In this guide, we’ll provide you with some tips on how to answer insurance customer service representative interview questions. We’ll also provide you with a list of sample questions and answers that you can use to help you prepare for your interview.
Working as an insurance customer service representative can be a fast-paced job. Employers ask this interview question to make sure you’re comfortable working in a busy environment and that you have the skills necessary to work quickly without making mistakes. In your answer, explain what makes you comfortable working in a fast-paced environment and how you stay organized while multitasking.
Example: “I am very comfortable working in a fast-paced environment because I’m used to it from my previous job. At my last job, we had a lot of customers calling in at once, so I learned how to multitask and prioritize calls. I also use time management software to help me keep track of all of my tasks throughout the day.”
Employers ask this question to learn more about your personality and how you would fit in with their team. When answering, it can be helpful to mention a few of your strongest skills that relate to the job description.
Example: “I am highly organized and detail-oriented, which helps me keep track of all customer information. I also have excellent communication skills, so I’m able to clearly explain policies and answer questions for customers. Another strength is my problem-solving ability. If there’s an issue or confusion, I like figuring out creative solutions to help customers.”
This question can help an interviewer assess your customer service skills and how you react to challenging situations. When answering this question, it can be helpful to describe a specific situation where you helped calm a customer’s concerns or frustrations.
Example: “In my last role as an insurance customer service representative, I had a client who was upset about their car insurance policy because they were in an accident and the company wouldn’t cover all of their expenses. I listened carefully to what they were saying and asked questions to understand why they felt that way. After learning more about their situation, I explained our coverage policies again and offered to find them a similar policy with better coverage.”
This question can help the interviewer determine your level of experience with insurance policies and claims forms. Use your answer to highlight any specific skills you have working with these documents, such as how well you understand them or how quickly you can complete them.
Example: “I’ve worked in customer service for five years now, but I only started working with insurance policies and claims forms within the last two years. However, I am very familiar with all of the different types of policies and claims forms that my company offers. In fact, I completed over 100 policy applications last year alone, which helped me become one of our top performers.”
This question can help the interviewer understand how you use your customer service skills to resolve issues for clients. Use examples from previous jobs where you helped customers solve problems with their insurance policies and procedures.
Example: “In my last role, I had a client who was having trouble understanding his policy’s coverage limits on prescription medications. He called in several times asking questions about what he could expect to pay out of pocket for certain drugs. After speaking with him over the phone, I realized that he didn’t fully understand how his deductible worked. I scheduled an appointment with him so we could go through his policy together and explain everything more thoroughly.”
This question is a great way to determine how much research you’re willing to do on behalf of your customers. It also shows the interviewer that you are committed to finding answers for your customers and helping them understand their policies.
Example: “If I don’t know the answer to a customer’s question, I would first try to find the information myself by looking through our policy database or asking my supervisor if they knew the answer. If I still couldn’t find the answer after doing some research, I would call the customer back and let them know that I was unable to find the answer but that I would continue searching for it. I would then follow up with them as soon as I found the information so they could have the information they needed.”
This question can help an interviewer determine how you would handle a challenging situation. In your answer, try to show that you are willing to take the high road and remain professional even when faced with difficult customers.
Example: “I understand that sometimes people get frustrated when they call in about their insurance claims. However, I always strive to be respectful to my customers no matter what. If someone was being rude or disrespectful to me on the phone, I would first ask them if there is anything I could do to make their experience better. If they continued to be rude, I would politely end the conversation and inform them that we would not be able to continue until they were more civil.”
This question is a great way to test your knowledge of the insurance industry. It also helps employers determine whether you are ready for this role and if you have enough experience to help customers with their questions. When answering, make sure to highlight any specific certifications or training you’ve had in regards to insurance policies.
Example: “I am very familiar with all types of insurance policies and coverage options. I took an online course on different types of insurance when I first started working at my previous job. This helped me understand how each policy works and what it covers. I also worked as a customer service representative for one of our company’s top competitors, where I learned more about the different types of policies they offered.”
This question can help the interviewer determine if you have experience using specific software programs to complete your job duties. If you do, share what type of insurance software you’re familiar with and how comfortable you are using it. If you don’t have experience working with insurance software, explain that you’re willing to learn new systems and processes.
Example: “I’ve worked in customer service for several years now, so I’m quite comfortable using most common software applications. In my last role as an insurance customer service representative, I used a variety of different software programs to process claims and update customer accounts. I found these programs easy to use once I got the hang of them, and I was able to train other employees on how to use them as well.”
This question can help the interviewer understand how you use your attention to detail and organizational skills when working with customers. Use examples from previous experience where you used your organization skills to ensure that you entered customer information correctly, such as their name or address.
Example: “When updating a customer’s account information, I always make sure to double-check my work for accuracy. In my last role, I had a customer who was having trouble receiving her insurance card in the mail. After checking all of her contact information, I realized that I had accidentally changed her mailing address to an old one. Once I corrected this mistake, she received her new insurance card within two weeks.”
This question is an opportunity to show your interpersonal skills and ability to connect with customers. When answering this question, it can be helpful to think about a time you built trust with a customer in the past.
Example: “I would start by making sure that I am always honest with my customers. If they ask me a question, I will give them the most accurate answer I have. I also want to make sure that I listen to what they are saying so that I understand their concerns. This helps me better serve them and build trust as well.”
This question can help the interviewer understand how you approach customer service and whether your experience is similar to the role you’re interviewing for. Use examples from previous work experiences to highlight your communication skills, problem-solving abilities and ability to empathize with customers.
Example: “In my last position as an insurance customer service representative, I helped clients who had questions about their auto insurance policies. One time, a client called in because they were unsure of what type of coverage they needed for their new car. I asked them several questions about the make and model of their current vehicle and compared it to the information on their new car’s registration paperwork. This allowed me to recommend the right amount of coverage for their needs.”
Employers ask this question to learn more about your qualifications and how you feel about the job. Before your interview, make a list of reasons why you are qualified for this position. Consider including any relevant experience or skills that relate to the role.
Example: “I am passionate about helping people, which is why I chose to pursue a career in customer service. In my previous roles, I have developed excellent communication skills and learned how to solve problems effectively. I also understand the importance of following company policies and procedures, which makes me a good fit for this role.”
This question is a great way for the interviewer to learn more about your background and experience. It’s important to be honest in your answer, but you can also use this as an opportunity to highlight any skills or experiences that are relevant to the position.
Example: “I’ve worked for two other insurance companies before coming here. The first was a smaller company where I learned how to interact with customers on a personal level. At my second job, I gained valuable customer service skills and learned how to work within a larger organization. Both of these positions helped me develop my interpersonal skills and gave me the confidence to apply for this role.”
This question is a great way for an interviewer to assess your understanding of the role and how you prioritize your work. Your answer should show that you understand what’s important in this job, which can help you perform it well.
Example: “I think the most important aspect of my job as an insurance customer service representative is helping customers find solutions to their problems. I enjoy being able to use my problem-solving skills to assist people who are going through challenging situations. When I’m on the phone with someone, I try to make them feel comfortable by asking open-ended questions and actively listening to their responses.”
This question can help the interviewer understand how you balance customer service with company policy. Your answer should show that you are willing to follow company guidelines while also providing excellent customer service.
Example: “I think it’s important to keep customers informed about their claims status, but I would only do so when I have new information to share. For example, if a claim is taking longer than expected to process, I would contact the customer and let them know what the holdup is. If there was no change in the situation after a few weeks, I would send another update letting them know we’re still working on it.”
This question can help the interviewer understand how you plan your workday and manage time. Your answer should show that you have a system for staying organized, but also highlight your ability to multitask effectively.
Example: “I use several organizational tools to stay on top of my tasks throughout the day. I find it helpful to create daily checklists with specific tasks or reminders so I don’t forget anything important. For example, I might write down things like ‘call customer about claim’ or ‘follow up with customer about missing documents.’ This helps me remember what needs to be done without having to refer back to my notes as often.”