Large insurance companies usually hire customer service, claims and sales staff in five or six steps: an online application, an online assessment or questionnaire, a recruiter phone or video screen, one or more behavioral interviews with a hiring manager (sometimes with a role-play call), and an offer that depends on background checks and, for some roles, a state insurance license. Steps vary by employer, role, location and country.
Many insurer jobs are in contact centers or remote, and many agency jobs are hired by an independent local agent rather than the company itself. This guide covers nine large US insurers and how to prepare for each.
Insurance company interview stages
As candidates and job postings commonly describe them:
- Application on the insurer's careers site, or directly with a local agent for agency jobs.
- Online assessment with situational and customer service questions, sometimes typing or basic math.
- Recruiter screen by phone or video about schedule, experience and licensing status.
- Hiring manager interview with behavioral questions, often answered in the STAR format.
- Role-play: a mock customer call or sales conversation, mainly for service and sales roles.
- Offer and checks: a background check and, where required, a licensing timeline.
Licensing rules vary by state and country; nothing here is legal or licensing advice.
What each stage checks for service, claims and sales roles
| Stage | What it checks | Customer service | Claims | Sales |
|---|---|---|---|---|
| Assessment | Judgment and attention to detail | Customer scenarios | Accuracy and written notes | Comfort with goals and pressure |
| Recruiter screen | Fit and availability | Shift flexibility | Caseload and any field work | Licensing status and how pay works |
| Manager interview | Past behavior | Calming upset callers | Fairness and investigation | Handling rejection |
| Role-play | Live skills | A billing or policy question | A first report of a loss | A quote conversation |
The nine insurers in this guide
- State Farm: many jobs are in agent offices, hired by each independent State Farm agent, while corporate service and claims roles go through the company.
- Allstate: customer service, claims and sales roles, plus agency roles hired by independent agency owners.
- Progressive: many service, claims and sales jobs are in contact centers or remote, so your home setup and schedule come up.
- GEICO: sales, service and claims roles in large contact centers; sales roles may require a state license.
- Liberty Mutual: sales, customer service and claims roles, with interviews that lean on behavioral stories.
- Nationwide: a US insurer and financial services company, not the UK's Nationwide Building Society.
- USAA: member service, claims and operations roles serving military members, veterans and their families.
- Farmers Insurance: corporate service and claims roles, plus agency roles; becoming an agent is a business decision as much as a job.
- Aflac: benefits advisor roles are sales positions, often commission-based and independent, alongside customer service roles.
Common insurance interview questions and sample answers
Across insurers, these come up most: "Why insurance?", "Tell me about a time you handled an upset customer", "How do you stay accurate when you are busy?", "How do you handle rejection?" and "Are you licensed, or willing to get licensed?" Role-specific lists are in our insurance agent interview questions and claims adjuster interview questions.
"Why insurance?" "I have seen what happens when it works. After a storm damaged my parents' roof, their adjuster explained every step and called back when promised, which turned a scary week into a manageable one. I want to be that person for customers, and I like that service and claims work rewards patience and accuracy."
"Are you willing to get licensed?" "Yes. I know many sales and some service roles need a state license and the rules differ by state, so I would follow whatever the role and the state require. I have already looked at pre-licensing course options and blocked out study time. I passed a professional certification exam last year, so structured exam prep is familiar."
"Tell me about an upset customer." "At the bank branch where I worked, a customer was furious that a check hold delayed her rent. I listened without interrupting, apologized for the stress and explained the hold rule plainly. Then I asked my supervisor about releasing part of the funds, which was approved. She left calmer, and the next week she asked for me by name."
A 7-day insurance interview practice plan
- Day 1: Read the posting and the insurer's careers site; note role type, licensing needs and schedule.
- Day 2: Write your "Why insurance?" and "Tell me about yourself" answers and say them aloud.
- Day 3: Prepare four STAR stories: an upset customer, accuracy on a busy day, teamwork and a mistake.
- Day 4: Learn basic terms in plain words: premium, deductible, claim, coverage, policyholder.
- Day 5: Role-play two calls with a friend: a claim report and a billing complaint, or a quote for sales roles.
- Day 6: Run a full mock interview and fix the weakest answer.
- Day 7: Check your phone or video setup and availability, and write two questions to ask.
Where CoPilot Interview fits
Insurance interviews reward calm, clear spoken answers, and practicing them out loud is where our AI interview assistant helps most. In an AI mock interview you paste the job description and your resume; an AI interviewer reads questions aloud and scores each spoken answer out of 10, with what worked, what to improve and a model answer. Customer service, sales and situational questions get structured answers, not only technical ones.
The free plan includes mock interviews and 15 minutes of live help every day, with no credit card. Live help is only for interviews where it is allowed, so follow your employer's rules, and use it to prepare for assessments and in-person interviews rather than during them. The desktop app hears only audio your computer plays, so a recruiter call to your mobile is silent to it. Disclosure: CoPilot Interview is our product, so weigh what we say about it accordingly.
Frequently asked questions
What questions do insurance companies ask in interviews?
Most are behavioral: why insurance, a time you handled an upset customer, how you stay accurate under pressure, how you handle rejection in sales, and whether you are licensed or willing to be. Many interviews add a short role-play of a customer or sales call.
Do I need an insurance license before applying?
It depends on the role and the state. Many customer service and claims jobs do not require one at the start, while sales and some service roles do, sometimes allowing you to get licensed after hire. Read each posting and ask the recruiter. This is not legal advice.
Is there a role-play in insurance interviews?
Often, for customer service and sales roles. A recruiter or manager plays a customer reporting a claim, asking about a bill or requesting a quote, and you respond as an employee would. They watch for listening, empathy, clear explanations and not promising outcomes you cannot guarantee.
How long does it take to get hired at an insurance company?
It varies by employer, role and time of year. Background checks and any licensing steps add time, and agency offices can move faster than corporate teams. Ask the recruiter for the expected timeline at your first screen.
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