Progressive Insurance Claims Representative interview questions

The entire process is submit your resume and then sit for a recorded interview on your computer. They ask the usual past tense questions about how you have dealt with challenges on the job site and challenging customers. They turned me down allegedly per their interview based on a bait-and-switch series of questions they never asked me. Their follow up interview said I didn't seem motivated to want the job, but I was not asked why I wanted to work with Progressive. I was only asked about my past jobs. They said I failed to show how I dealt with a problem and succeeded. They never asked me about my own professional success. They asked me how I resolved issues with upset customers and I have over 10+ years of customer service experience and some of it with customers whose houses were literally on fire. I resolved the customers complaints and they were happy often, but sometimes not. They never asked how my success played a role in other people's suffering. They claimed I failed to explain my why. Again, they didn't ask me about my personal or professional plans. They simply asked about my history of dealing with customers. They never asked for my why. They never asked me to wax poetic or dig into business school cliches. I have helped people when their homes were literally on fire while their lives were torn apart and their children had been in danger. My why is that I can be the calm in their storm and I did mention that. If Progressive doesn't appreciate people who like to be the calm in someone else's storm as an employee, then I am glad I am not their customer.

Long process with multiple interviews. STAR method is the only way to answer or they will not like your answers. I was turned down at first but then called back 4 weeks later and offered a position with no additional interviews.