Geico Assessment Test Customer Service

Question 1

A customer is upset about a rate increase. What is the BEST approach?

Accepted Answer

Empathize, explain the factors affecting rates, and review coverage for potential savings

Answer

Tell them rates go up for everyone

Answer

Transfer them immediately

Answer

Offer to cancel their policy

Question 2

What is the primary purpose of claims processing in insurance?

Accepted Answer

To evaluate and settle policyholder claims fairly and efficiently according to policy terms

Answer

To deny as many claims as possible

Answer

To increase company profits

Answer

To delay payments

Question 3

What does 'premium' mean in insurance?

Accepted Answer

The amount paid by the policyholder for insurance coverage, typically monthly or annually

Answer

The best coverage available

Answer

A type of deductible

Answer

The maximum payout amount

Question 4

How should you handle a customer who is comparing GEICO rates with a competitor?

Accepted Answer

Highlight GEICO's value proposition including coverage quality, service, and potential discounts

Answer

Badmouth the competitor

Answer

Tell them to go to the competitor

Answer

Refuse to discuss competitors

Question 5

What is a deductible in an insurance policy?

Accepted Answer

The amount the policyholder pays out of pocket before insurance coverage kicks in

Answer

The premium amount

Answer

The maximum the insurer will pay

Answer

A discount on the premium

Question 6

A customer wants to add a teenage driver to their policy. What information is most relevant?

Accepted Answer

The teenager's age, driving record, grades (for good student discount), and vehicle they will drive

Answer

The teenager's favorite color

Answer

Only the teenager's name

Answer

The parent's driving record