Can you give an example of a situation where you had to use critical thinking to solve a problem?

Sample answer to the question

Sure! One example of a situation where I had to use critical thinking to solve a problem was during my internship at an insurance company. I was assigned a complex claim and had to review and evaluate all the information provided by the policy holder. However, there were discrepancies between the claim and the supporting documentation. To resolve this, I carefully analyzed each document, paying attention to details and cross-referencing them with the policy terms. I also reached out to the policy holder to gather more information and clarify any inconsistencies. Through critical thinking, I was able to identify the root cause of the discrepancies, which turned out to be a mistake in the policy coverage. I then collaborated with senior examiners and legal experts to determine the company's liability and come up with a fair claim settlement. This experience taught me the importance of thorough investigation and critical analysis in resolving complex claims.

A more solid answer

Certainly! I would like to share an example from my previous role as a Claims Examiner at XYZ Insurance Company. One of the most challenging situations I encountered was when I received a claim with conflicting information and missing documents. To tackle this problem, I employed critical thinking by first analyzing the available information and identifying the inconsistencies. I then developed a systematic approach to gather the missing documents and obtain clarification from the policyholder. This involved reaching out to the policyholder via phone and email, asking specific questions and requesting relevant documents. Additionally, I conducted thorough research on the insurance policy and industry regulations to ensure compliance and determine the extent of liability. Through this critical thinking process, I was able to gather all the necessary information, resolve the conflicts, and make an informed decision on the claim settlement. This experience served as a testament to the importance of critical thinking in effectively assessing insurance claims.

Why this is a more solid answer:

The solid answer expands on the basic answer by providing more specific details about the candidate's actions and strategies in using critical thinking to solve the problem. It also emphasizes the candidate's ability to conduct research and ensure compliance with industry regulations. However, it could further improve by including specific outcomes or results that demonstrate the impact of the critical thinking in resolving the problem.

An exceptional answer

Absolutely! Let me share an exceptional example of a situation where critical thinking played a crucial role in solving a problem. During my time as a Claims Examiner at ABC Insurance Company, I encountered a complex claim involving multiple policy coverages and disputed liability. The claim had several inconsistencies, and the policyholder's statement conflicted with the supporting documents. To address this, I employed a strategic approach to critical thinking. Firstly, I meticulously reviewed each document, comparing them with the policy terms and conditions. In doing so, I uncovered some irregularities in the claimant's statement. Secondly, I scheduled a meeting with the policyholder and engaged in active listening, asking probing questions to gather more insights. Through careful analysis and critical thinking, I identified potential fraud and collaborated with the fraud investigation team to uncover more evidence. This resulted in the discovery of fabricated documents and a coordinated attempt to manipulate the claim. By presenting this evidence to the senior management and legal experts, we were able to protect the company from fraudulent claims and take appropriate legal action. This experience not only showcased my critical thinking skills but also highlighted my ability to uncover fraud and protect the interests of the insurance company.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by providing a highly detailed and specific example of the candidate's critical thinking skills in action. It demonstrates the candidate's ability to identify irregularities and potential fraud, as well as their collaboration with other teams and legal experts to protect the company's interests. It showcases the candidate's expertise in the field and their strong problem-solving abilities. The exceptional answer also includes the positive outcome of the critical thinking process, which adds further credibility to the candidate's abilities.

How to prepare for this question

Familiarize yourself with the insurance industry and its regulations to better understand the context in which critical thinking is applied.
Reflect on past experiences where you had to use critical thinking to overcome challenges or solve problems. Identify the specific steps you took and the outcomes of your critical thinking process.
Practice presenting your example in a clear and concise manner, highlighting the key details that demonstrate your critical thinking skills.
Be prepared to explain how your critical thinking skills align with the responsibilities of a Claims Examiner, such as analyzing claims, verifying information, and making decisions on settlements.
Demonstrate your attention to detail by preparing specific examples of how you have meticulously reviewed documentation and identified inconsistencies or irregularities.
Highlight your ability to collaborate with others and seek assistance from senior staff when needed, as this demonstrates your desire to learn and grow in the field.
Consider taking online courses or attending workshops on critical thinking to further enhance your skills and knowledge.

What interviewers are evaluating

Critical thinking
Analytical skills
Attention to detail