Motor Claims Handler Interview Questions UK: 8 Real Questions and What Interviewers Want

Most Motor Claims Handler interviews in the UK follow a pattern, and knowing it beats guessing. Below are eight questions from our bank of 16, each with a note on what the interviewer is really after.

Eight Motor Claims Handler interview questions, and what the interviewer is thinking

1. What information would you take when a customer reports a motor accident, and in what order?

Why they ask: They want to see a structured first notification of loss, the most common task in the role.

2. What is the difference between fault and non-fault claims, and how does that affect the customer's policy?

Why they ask: They want to confirm you understand liability and its effect on no claims discount and recoveries.

3. What is the difference between a repair and a total loss, and how is a total loss decided?

Why they ask: They want to see technical grasp of vehicle settlement decisions.

4. What do you understand by credit hire, and why do insurers scrutinise it?

Why they ask: They want to test knowledge of a major cost driver in non-fault motor claims.

5. What is the role of the Motor Insurers' Bureau, and when would you involve it?

Why they ask: They want to see you know how uninsured and untraced driver claims work.

6. A customer calls straight after a collision, distressed, and says the other driver is blaming them. What would you do?

Why they ask: They want to see calm empathy and good practical guidance.

7. Tell me about a time you handled a customer who was upset or angry and turned the situation around.

Why they ask: They want to see de-escalation and empathy, central to motor claims calls.

8. Why do you want to be a motor claims handler, and what makes someone good at it?

Why they ask: They want to understand your motivation and awareness of the role's demands.

A sample answer to question 1

What information would you take when a customer reports a motor accident, and in what order?

First I would check the customer is safe and whether anyone needs medical help, then confirm their identity and the policy. I would take the date, time and location of the accident, a clear account of what happened, the vehicles and drivers involved, and whether there were passengers or injuries. I would ask for third-party details, including names, vehicle registrations, insurer and contact numbers, plus witness details, whether police attended and a crime or incident reference number. I would ask about damage, whether the car is drivable, and whether photos or dashcam footage exist. I would also check whether the customer has told anyone else or admitted liability, and advise them not to do so. Finally I would explain what happens next, such as engineer assessment, repair or hire options and timescales, so the customer knows what to expect.

Common mistake to avoid: Rushing the call; Skipping injury questions

Want the rest?

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