Aviva Customer Advisor interview questions

My interview was carried out over the phone. It was scheduled for 2pm but didn't receive the call until around 3pm. The interviewer knew she was late and I felt she rushed the questions with me. Typical, textbook interview questions. They want you to use the STAR method when answering. About a week later I received an email saying I didn't have the experience to match their requirements. Strange considering I've worked as a customer advisor for large companies like Cadbury over the years.

Firstly a 20 minute phone interview with hr to get to know a little bit about you and decide if you can progress. There was then an online skills test. Then a 30/40 minute face to face interview with hr and two managers asking general questions about how you dealt with customers in past experiences and jobs etc