Insurance Renewals Adviser Interview Questions UK: 8 Real Questions and What Interviewers Want

Before your Insurance Renewals Adviser interview, it helps to see the questions from the interviewer's side. We have picked eight from our set of 16 and added the reason each one gets asked.

You will see this job advertised as both Insurance Renewals Adviser and Insurance Renewals Advisor in the UK. The interview questions are the same.

Eight Insurance Renewals Adviser interview questions, and what the interviewer is thinking

1. What does a typical day as an insurance renewals adviser involve, and how is your performance measured?

Why they ask: They want to see you understand the sales and retention focus of the role.

2. What information must a customer receive before their policy renews, and why does it matter?

Why they ask: Renewal communications are heavily regulated, and the FCA expects customers to be able to decide properly.

3. A customer says they found a cheaper quote on a comparison website and wants to leave. What would you do?

Why they ask: This is the classic renewals call, testing your retention skills and your ethics.

4. What is the equivalent new business price rule, and what does it mean for the discounts you can offer at renewal?

Why they ask: It affects retention offers directly and an adviser who misunderstands it could cause a regulatory breach.

5. Which metrics matter in a renewals team, and what would you do to improve your retention rate?

Why they ask: They want to see commercial awareness and a data-driven approach to your own performance.

6. Tell me about a time you persuaded someone to stay with a product or service when they were thinking of leaving.

Why they ask: Retention skills are the heart of this role, and they want a real example with ethics.

7. How do you handle objections such as 'I'll think about it' or 'it's too expensive' on a renewal call?

Why they ask: Objection handling is the main skill that separates strong renewals advisers from average ones.

8. How would you approach offering add-ons such as breakdown cover or legal expenses insurance during a renewal call?

Why they ask: Add-on sales are a regulated area where firms have been fined for poor practice.

A sample answer to question 1

What does a typical day as an insurance renewals adviser involve, and how is your performance measured?

A renewals adviser contacts customers whose policies are approaching renewal, either by outbound calls or by handling inbound calls after they receive their renewal notice. I review the account, check the renewal terms, explain the price and cover, confirm that the details are still accurate, and help the customer renew, make adjustments, or discuss alternatives if the price is a concern. I also deal with customers who want to cancel, aiming to understand why and offer suitable options, always in line with the rules on fair treatment. Performance is usually measured on retention rate, conversion of renewal calls, the number of add-ons or additional policies sold appropriately, quality scores from call monitoring, customer satisfaction and compliance results. I see quality and compliance as important as sales, since poor conduct can lead to complaints, redress and regulatory attention, and good conversations build the loyalty that drives retention over the long term.

Common mistake to avoid: Describing it as pure sales; ignoring compliance and quality

Want the rest?

Full model answers, key points and common mistakes for all 16 questions are on the Insurance Renewals Adviser interview questions page. The first five are free, no sign-up needed.