Geico Assessment Test Customer Service — Questions and Answers
Question 1: A customer is upset about a rate increase. What is the BEST approach?
- Tell them rates go up for everyone
- Empathize, explain the factors affecting rates, and review coverage for potential savings (Correct answer)
- Transfer them immediately
- Offer to cancel their policy
Correct answer: Empathize, explain the factors affecting rates, and review coverage for potential savings
Empathy combined with education and proactive savings review addresses the emotion and the practical concern.
Question 2: What is the primary purpose of claims processing in insurance?
- To deny as many claims as possible
- To evaluate and settle policyholder claims fairly and efficiently according to policy terms (Correct answer)
- To increase company profits
- To delay payments
Correct answer: To evaluate and settle policyholder claims fairly and efficiently according to policy terms
Claims processing evaluates losses against policy terms to provide fair, timely settlements, which is the core promise of insurance.
Question 3: What does 'premium' mean in insurance?
- The best coverage available
- The amount paid by the policyholder for insurance coverage, typically monthly or annually (Correct answer)
- A type of deductible
- The maximum payout amount
Correct answer: The amount paid by the policyholder for insurance coverage, typically monthly or annually
The premium is the cost of insurance, paid regularly to maintain coverage. It is determined by factors like risk level, coverage amount, and deductible.
Question 4: How should you handle a customer who is comparing GEICO rates with a competitor?
- Badmouth the competitor
- Highlight GEICO's value proposition including coverage quality, service, and potential discounts (Correct answer)
- Tell them to go to the competitor
- Refuse to discuss competitors
Correct answer: Highlight GEICO's value proposition including coverage quality, service, and potential discounts
Focusing on GEICO's strengths — quality coverage, excellent service, and available discounts — demonstrates value without negative competitor tactics.
Question 5: What is a deductible in an insurance policy?
- The premium amount
- The amount the policyholder pays out of pocket before insurance coverage kicks in (Correct answer)
- The maximum the insurer will pay
- A discount on the premium
Correct answer: The amount the policyholder pays out of pocket before insurance coverage kicks in
The deductible is the policyholder's share of the loss. A $500 deductible means the policyholder pays the first $500 of a covered loss.
Question 6: A customer wants to add a teenage driver to their policy. What information is most relevant?
- The teenager's favorite color
- The teenager's age, driving record, grades (for good student discount), and vehicle they will drive (Correct answer)
- Only the teenager's name
- The parent's driving record
Correct answer: The teenager's age, driving record, grades (for good student discount), and vehicle they will drive
Rating a teenage driver requires specific information about their driving experience, any available discounts (good student, driver training), and the vehicle they will use.
Geico Assessment Test Customer Service
A customer is upset about a rate increase.
What is the BEST approach?