Very comfortable Questions are the typical ones you would expect. Use the STAR method to answer The focus is on the customer experience and how you handle it, whether it is a good or bad experience. They also need to make sure you come across as someone who can slot in and work well with others.

I applied for a Claims Handler role in Home Insurance. I was initially interviewed by telephone but the interview was terminated early due to a booked holiday during the training period. This was taken up again later when I was contacted again to advise that further positions would be available at a later date after my holiday. A further advert was placed on the RSA site for Customer Claims Advisers in Home Insurance. I successfully completed the telephone interview and was invited for a face-to-face assessment/interview. I was telephoned the day before to check I was prepared and further questions were asked surrounding the role of a Claims Handler for home insurance. I attended the interview to discover I was being interviewed for a role in Motor! I was later advised that, up until this point, the selection process had been handled by Alexander Mann Recruitment Consultants, not RSA themselves. Throughout the process to date, it had been stated several times that the role was for Home Insurance; the advert was for home insurance, as were all emails received and all corresponded with the advert on the RSA site (this was interestingly later removed). The interview comprised a role play telephone call, which I completed successfully. I was then taken for a formal interview and was told right from the beginning that I was "way over-qualified" and this theme continued throughout the interview. The questions asked were not appropriate to the role (and were couched at a much higher level than that for which I was applying) and the interviewer told me on several occasions that she would be "concerned" that I would soon become bored as I was qualified to a much higher level than the role was aimed and "concern" was also repeatedly expressed that I might feel uncomfortable working with so many 'younger' people. Needless to say I didn't get the job and came away thinking I'd wasted my time attending as I'd been sent for the wrong role and there was no interest in employing someone with many years' industry experience (I've worked in the industry for over 30 years, at various levels, in both Home and Motor), not to mention someone of my age. I requested formal feedback of the reasons I was unsuccessful but did not receive the courtesy of even an acknowledgement, let alone a reply.