Geico Assessment Test Geico Assessment Test Situational Judgment 2

Question 1

A customer insists their car damage was caused by a covered peril, but photos show evidence it was caused by normal wear and tear. How should you handle this?

Accepted Answer

Explain clearly why the damage appears to be wear and tear, which is not a covered peril, and offer to escalate for a second opinion

Answer

Approve the claim to avoid conflict with the customer

Answer

Deny the claim without any explanation

Answer

Ask the customer to provide their own photos to contradict the evidence

Question 2

During a busy period, a supervisor asks you to skip the verification steps on a batch of claims to meet a deadline. What is the BEST response?

Accepted Answer

Express your concern that skipping verification could lead to errors or fraud, and ask for guidance on how to proceed properly

Answer

Follow the instructions since your supervisor has authority

Answer

Skip verification only on smaller claims and verify large ones

Answer

Refuse to work until the deadline is extended

Question 3

A customer asks you whether they should file a claim for minor bumper damage that is less than their deductible. What is the MOST helpful advice?

Accepted Answer

Filing a claim for an amount less than the deductible typically does not result in a payout and may increase future premiums, so it may not be in the customer's best interest

Answer

Always file every claim regardless of the deductible amount

Answer

Tell the customer it is not your job to advise them

Answer

Encourage them to file to help meet internal claims volume targets

Question 4

You receive two urgent tasks at the same time: a callback for a customer in distress and a routine paperwork deadline. What should you do?

Accepted Answer

Prioritize the customer in distress and notify your supervisor about the paperwork timing conflict

Answer

Complete the paperwork first since it has a set deadline

Answer

Ignore both until you have more information

Answer

Ask a coworker to handle the distressed customer without briefing them

Question 5

A customer requests that you add their neighbor as a listed driver on their policy without the neighbor's knowledge. What should you do?

Accepted Answer

Explain that all listed drivers must be aware of and consent to being included on the policy, as this is standard insurance practice

Answer

Add the driver since the customer is the policyholder and can make changes

Answer

Refuse without any explanation

Answer

Add the driver but flag the account for review

Question 6

A customer is very friendly and offers you a gift card as a thank-you for resolving their claim quickly. What should you do?

Accepted Answer

Politely decline, explaining that accepting gifts from customers is against company policy

Answer

Accept the gift since it was freely offered and not company money

Answer

Accept it quietly without telling anyone

Answer

Accept it and donate it to charity on behalf of Geico