Describe a situation where you had to handle a customer who was upset about a policy lapse or missed payment. How did you resolve it?
Why This Is Asked
No verbatim questions are publicly documented for this exact role, but based on AXA Philippines' confirmed behavioral interviews and the role's after-sales servicing duties (such as policy delivery and premium reminder calls), this question assesses empathy, problem-solving, and the ability to handle emotionally charged scenarios that are common when dealing with lapsed insurance policies.
General Approach
Use the STAR method, focusing first on how you listened and validated the customer's feelings. Then detail the clear, actionable steps you provided, emphasizing your tone and follow-through to show accountability and client-first mindset.
Sample STAR Answer▾
Situation
In my previous role at a health insurance BPO, I received a call from a customer whose policy had lapsed due to a missed quarterly payment. She was panicking because she needed coverage for an upcoming medical procedure.
Task
I had to quickly calm her down, clearly explain the reinstatement process, and help her restore her policy without further delay.
Action
First, I listened without interrupting and acknowledged her frustration using phrases like 'I understand how stressful this must be, Ms. Santos.' Then I walked her through the specific steps: paying the missed amount plus a late fee, and the timeline for reinstatement. I offered to stay on the line while she made the payment via the online portal, guiding her through the screens. I also flagged her account for a follow-up call after three days to confirm everything was active.
Result
She completed the payment within the hour, her policy was reinstated the next business day, and she scheduled her procedure as planned. At the end of the call, she thanked me sincerely for making a difficult situation easier.
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- •STAR Structure
- •Specificity & Numbers
- •Ownership Language
- •PH Workplace Context
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