Progressive Insurance Claims Service Representative interview questions

Filled out an application online. Received email from Progressive that they would like me to come to their Austin, Texas office and take a couple of tests which are administered via computer. Only 2 out of the 7 people who took the tests were offered a phone interview later within 1-2 days. I was one of the two people who who went to the next step, the "phone" interview. I prepared for every possible question that they might ask. I looked up the history of the company, etc. online. I actually typed up answers so I would not forget if I got too nervous. I was waiting for my interview call, and the interviewer postponed our interview for 3 hours later, and by that time I was extremely tired. I thought I had good answers for the questions. They give you a scenario, and then ask you to give specific examples of how you handled that situation. I had many specific answers as I had worked for a large company as a telphone counselor for five years. However, I was told that my answers were NOT SPECIFIC enough because I did not specify exactly who the customer/client was - instead I said, something to the effect of: This scenario happened frequently with my last position, many clients had the same this issue, problem, etc. and I would give example of HOW I handled the problem, and what the outcome was. I was shocked when I did not get hired. I called back until I got some answers, fearing that perhaps it was my age, being over 50, or being more educated than most of their employees. I was finally told, by the actual interviewer , that my answers did not specify the exact person. I explained to her that I worked with 15 people per day for 5 years, and that the same scenario came up many times in that amount of time, and there was no way to remember the exact person. I went to Glassdoor.com and found out after my interview (too late for me), that this was a major complaint of many interviewed applicants. They found the interviews ridiculous and repetitive. Progressive needs to get real with that portion of their interview.

The phone interview was easy make sure your detailed in your answers. The in person interview consisted of two one on one interviews the first was questions based on your passed an how you handled situations with customers. The second one on one was all about your work place and policies you had to handle.