If you’re seeking a position as an insurance adjuster, knowing the STAR method can significantly help your performance during a job interview.
STAR Method stands for Situation, Task, Action, and Results:
- Situation: Begin by detailing the scenes or scenarios relevant to the question or hypothetical situation presented.
- Task: Clearly articulate your responsibilities and explain why you were involved in that specific situation.
- Action: Elaborate on the steps you took to address and resolve the problem or situation.
- Results: Share the positive outcomes that resulted from your actions.
Utilizing the STAR method can help structure your narrative coherently, ensuring that your responses are clear and concise rather than meandering during the interview.
This approach is particularly valuable when responding to hypothetical scenarios posed by hiring managers. For instance, if asked to describe a situation where you provided excellent service, break it down using the STAR method:
Situation: An insured individual contacted me following the reassignment of a claim from a recently released adjuster. The insured needed to be more informed about the status of her claim, expressing dissatisfaction with the service despite being a loyal client for many years.
Task: As the new claim adjuster, my responsibilities included guiding the insured through the claim process, informing her about her vehicle’s status, and promptly addressing any questions she had.
Action: Recognizing the insured’s frustration with customer service as a symptom of inadequate communication. I allowed her to express her grievances without interruption. Once she had conveyed her concerns. I implemented changes, such as setting up text messaging and email communication for her convenience. I facilitated a three-way call with her repair shop to obtain the necessary information about her car. Additionally, I guided her on the best times to call. This ensured she could reach me promptly. I set up reminders every two days to give the insured an update on her claim via text.
Results: By the end of the claim process, the insured expressed extreme satisfaction. The insured even requested my manager’s email address to commend my professionalism and the quality of service provided.
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