Insurance Interview Guide (UK): Claims, Underwriting, Broker and Customer Roles
Insurance is a huge employer in the UK and often overlooked by people who are looking for a career. It offers clear progression and professional qualifications, and the interviews tend to be practical. If you understand what each role does, you can prepare with real confidence.
The main career areas
Claims: assessing and settling what customers claim, from a cracked windscreen to a major fire.
Underwriting: deciding which risks to accept and at what price.
Broking: advising customers or businesses and finding them the right cover.
Customer service and administration: handling policies, renewals and queries.
What interviewers look for
Insurers want people who are fair, careful and good with detail. A claims handler needs empathy for someone on the worst day of their year and also the judgement to spot something that does not add up. An underwriter needs to be analytical and comfortable making decisions with incomplete information.
Typical questions
Why insurance?
How would you deal with a customer whose claim has been declined?
How would you spot a possible fraudulent claim?
Tell me about a time you made a decision using limited information.
How do you prioritise a large caseload?
Claims and fraud
Strong answers show empathy and process. Explain that you would listen, check the policy wording and evidence, explain decisions clearly and in plain language, and refer concerns to the counter-fraud team rather than accuse anyone. Treating customers fairly is a core FCA expectation, so mention it.
Underwriting
Expect questions on risk, numbers and judgement. You may be asked how you would assess a small business applying for cover, which factors would change the price, and how you would respond to a broker who is pushing you to accept a risk you are unsure about. Say what information you would ask for and be honest about what you would not accept.
Qualifications
The Chartered Insurance Institute (CII) offers the main professional qualifications in the UK, from the Certificate in Insurance upwards. Many employers pay for study, so mention that you are keen to take exams.
Common mistakes
Not knowing the difference between an insurer, a broker and a loss adjuster.
Giving cold, rule-following answers on claims with no empathy.
Having no examples of working accurately under pressure.
Quick answers
Do I need experience? Not always. Many insurers train entry-level staff and recruit apprentices.
Is insurance a good career in the UK? It is a large, stable industry with clear progression and professional exams, and with a lot of remote and hybrid roles.
Our question bank includes insurance roles with full model answers, and every role includes five questions free.
Practise for specific roles
Pick your role: Claims Handler, Insurance Broker, Insurance Administrator.
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