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?
RoleCustomer Service Representative
DifficultyEasy
TopicBehavioral
Asked at
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.
General Answer
Start by anchoring your answer in the moment you first heard the upset. Say plainly that your immediate priority was to let the customer finish, because someone who feels unheard cannot absorb any solution you offer. Acknowledge the emotion without groveling, using their name and a calm, steady tone, something like "I understand this is worrying, and I would feel the same way." Then pivot quickly to action, because in the Philippine insurance context, the customer often fears losing their coverage entirely or being hit with hidden penalties. Explain that you would pull up their account in real time, confirm the exact lapse date and any pending premium, and lay out the specific reinstatement options available, such as a grace period, a payment extension, or a revised schedule that fits their cash flow. Be honest about any DOLE-mandated cooling-off or processing times if relevant, and always close by telling them exactly what you will do next and when they can expect a call or email. Finally, mention that you would log the interaction and set a follow-up reminder, because a resolved complaint is only half the job, the follow-through is what rebuilds trust in a company like AXA.
PH Interview Gotcha
A common mistake is over-apologizing with phrases like 'Sorry po ma'am, sorry po talaga' repeatedly, which can sound unconfident. Instead, acknowledge the emotion and move to action: 'I understand how concerning this must be, Ms. Reyes. Let me walk you through the exact steps to get your policy active again right now.'
Sample STAR Answer▾
S
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.
T
Task
I had to quickly calm her down, clearly explain the reinstatement process, and help her restore her policy without further delay.
A
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.
R
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.
Key Takeaway
Empathy paired with step-by-step guidance turns a frustrated caller into a loyal, relieved customer.
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