Interviews for claims positions demand a very particular skill set. Whether you’re applying for roles in insurance, legal claims, accident management, or any related area, you’ll need to navigate a tricky mix of technical expertise and client-facing professionalism.
From handling sensitive information to balancing a heavy workload, claims professionals are often tasked with juggling multiple priorities while staying calm under pressure. That’s why employers in these sectors tend to be laser-focused during interviews. To help you stand out (and avoid some common pitfalls), here are three big mistakes to dodge when interviewing for claims roles.
1. Failing to Demonstrate Excellent Attention to Detail
In a claims role, accuracy isn’t just a nice-to-have — it’s absolutely critical. You’ll be assessing documentation, identifying liability or schedules, managing compliance, and possibly detecting fraud. Employers will be on the lookout for red flags in your interview that suggest a lack of focus or an inability to handle detail-heavy tasks.
Here’s where candidates often trip up:
- They’re vague about previous responsibilities or give inconsistent answers when asked about past roles.
- Their CV doesn’t clearly outline how their previous experience involved working with processes, data, or documentation.
- They don’t notice small but crucial details, such as referencing the wrong company name in their cover letter or follow-up email.
How to Fix It:
You don’t just tell interviewers you’re detail-oriented — you prove it. Be meticulous about the way you present yourself throughout the process.
- Prepare specific examples. Talk about a time you caught a crucial mistake in a claim, improved accuracy during auditing, or streamlined reporting for complex cases. Employers want to know you’ve been there and done that.
- Know the job inside out. If the role involves fraud detection, for example, explain how you’ve previously helped detect discrepancies in documentation or investigated unusual claims trends.
- Stay detail-focused in the interview. Answer questions with clear, relevant examples rather than going off on tangents. Being precise in how you communicate makes an excellent first impression!
2. Overlooking the Importance of Empathy and Communication
In claims roles, it’s not just about analysing paperwork or identifying the right policy – you’re dealing directly with people who may be going through difficult situations. Whether it’s a car accident, property damage, or a medical claim, the ability to combine efficiency with tact is crucial. Yet, many candidates fail to highlight these soft skills during an interview.
Common mistakes include:
- Focusing too much on technical knowledge (e.g., policy wording or system expertise) without showcasing your interpersonal skills.
- Failing to explain how you’ve dealt with frustrated, upset, or confused clients in the past.
- Not demonstrating the ability to balance professionalism and empathy in challenging situations where clients might feel vulnerable or stressed.
How to Fix It:
Use your interview as a platform to show you can handle people as well as processes.
- Share specific scenarios where you dealt with difficult clients or resolved disputes. For example:
- Did you help a customer understand why their claim was denied — while still keeping the conversation positive?
- Did you step in to reassure a policyholder after an unusually long processing delay?
- Make it clear that you understand your job isn’t just to process claims but to build trust. Phrases like “I know claims can be stressful for clients” or “I always make sure customers feel heard and understood” can highlight your emotional intelligence.
- Don’t forget that communication also includes teamwork! Clarify how you’ve successfully worked with colleagues to resolve complex cases or liaise between different departments (like finance, legal, or underwriting).
3. Being Unprepared to Talk About Industry Trends and Employer-Specific Challenges
Claims roles sit at the heart of industries that are constantly evolving, especially with the rise of technology and stricter compliance requirements. Many candidates fail to take the time to understand the bigger picture, which can make them come across as disengaged or under-prepared in interviews.
For instance, employers highly value candidates who are aware of trends like fraud prevention methods, claims automation tools (like AI-driven claims processing), and the rising demand for faster resolutions. If you can’t speak knowledgeably about these topics — or show interest in the company’s specific approach — you risk seeming like you’re just sending out another CV instead of genuinely wanting the role.
How to Fix It:
Show employers you’re proactive, informed, and invested.
- Research the company and its focus. Is the company known for its tech innovation or for offering personalised client services? Bring this into the conversation:
- “I’ve read that you’ve recently adopted automation in your claims handling — I’d love to hear more about how that’s improving processing times.”
- “I see your company has a reputation for fraud detection, which is an area I’m really interested in contributing towards.”
- Understand industry trends. Even a basic awareness can set you apart. Mention topics such as:
- The emergence of AI tools for claims processing.
- Rising fraud risks and detection techniques.
- How compliance regulations drive decision-making.
This shows you’ve thought about the role beyond just the job description.
Claims interviews are about proving you can connect both the technical and human sides of the job. Employers are looking for detail-driven professionals who can also communicate with clients clearly and professionally, all while keeping up with industry changes. Avoiding these three common mistakes will help you stand out for all the right reasons.
If you’re currently preparing for a claims role, we’d love to help! At MPJ Recruitment, our team is here to connect you to the right opportunities and give you the support you need to excel.
Get in touch with our team on 0161 552 3300, or check out our latest roles here.
