Geico Assessment Test Geico Assessment Test Situational Judgment 1 — Questions and Answers
Question 1: A customer calls Geico furious that their claim was denied. They begin yelling and using offensive language. What is the BEST first response?
- Hang up immediately and note the call as abusive
- Remain calm, acknowledge their frustration, and ask clarifying questions to understand the issue (Correct answer)
- Transfer the call to a manager without speaking to the customer
- Argue back to defend the denial decision
Correct answer: Remain calm, acknowledge their frustration, and ask clarifying questions to understand the issue
Staying calm and acknowledging the customer's frustration is the most professional and effective de-escalation technique.
Question 2: You discover that a coworker submitted an inflated repair estimate on a claim to help a friend get a larger payout. What should you do?
- Ignore it because it does not affect your own work
- Confront the coworker privately and warn them not to do it again
- Report the situation to your supervisor or compliance department (Correct answer)
- Help the coworker cover it up to avoid workplace conflict
Correct answer: Report the situation to your supervisor or compliance department
Insurance fraud is a serious crime; the correct action is to report it through the proper compliance or supervisory channels.
Question 3: A policyholder asks you to explain why their auto insurance premium increased after adding a teenage driver. What is the MOST helpful response?
- Tell them there is nothing you can do about rate increases
- Explain that young drivers statistically have higher accident rates, which increases the insurer's risk and thus the premium (Correct answer)
- Suggest they remove the teenager from the policy to save money without mentioning the legal implications
- Apologize and offer a large arbitrary discount to appease them
Correct answer: Explain that young drivers statistically have higher accident rates, which increases the insurer's risk and thus the premium
Giving an accurate, empathetic explanation of risk-based pricing helps the customer understand and trust the process.
Question 4: You are processing claims and notice you have made a systematic error that affected 15 customers by underpaying their claims. What is the BEST course of action?
- Quietly fix future claims and hope no one notices the past ones
- Immediately notify your supervisor and work to correct all affected claims (Correct answer)
- Wait to see if any customers complain before taking action
- Document the error privately and move on
Correct answer: Immediately notify your supervisor and work to correct all affected claims
Proactively disclosing and correcting systematic errors protects the company and the customers, and is the ethical standard.
Question 5: A long-time Geico customer is threatening to cancel their policy unless they get a better rate. You do not have authority to offer a discount. What should you do?
- Tell the customer their rate is final and there is nothing you can do
- Escalate the call to a retention specialist or supervisor who has authority to review the account (Correct answer)
- Offer an unauthorized discount to keep the customer
- Ignore the threat and continue with routine processing
Correct answer: Escalate the call to a retention specialist or supervisor who has authority to review the account
Escalating to someone with proper authority is the professional approach that respects both company policy and the customer's concerns.
Question 6: You are handling a first notice of loss call, and the customer is confused and upset after a serious accident. What should your FIRST priority be?
- Collect all claim details as quickly as possible so you can close the call
- Verify the customer's policy number before saying anything else
- Ensure the customer is safe and calm before gathering claim information (Correct answer)
- Transfer the call immediately to the claims department
Correct answer: Ensure the customer is safe and calm before gathering claim information
Human safety and emotional support come first; gathering claim details is important but secondary to the customer's wellbeing.
Geico Assessment Test Geico Assessment Test Situational Judgment 1
A customer calls Geico furious that their claim was denied.
They begin yelling and using offensive language.
What is the BEST first response?