Geico Assessment Test Geico Assessment Test Situational Judgment 2 — Questions and Answers
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?
- Approve the claim to avoid conflict with the customer
- 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 (Correct answer)
- Deny the claim without any explanation
- Ask the customer to provide their own photos to contradict the evidence
Correct 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
Transparent communication explaining the basis for a decision, with an offer to escalate, is the professional and fair approach.
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?
- Follow the instructions since your supervisor has authority
- Skip verification only on smaller claims and verify large ones
- Express your concern that skipping verification could lead to errors or fraud, and ask for guidance on how to proceed properly (Correct answer)
- Refuse to work until the deadline is extended
Correct answer: Express your concern that skipping verification could lead to errors or fraud, and ask for guidance on how to proceed properly
Raising a legitimate concern about process integrity while still seeking guidance shows professional judgment and ethical responsibility.
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?
- Always file every claim regardless of the deductible amount
- 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 (Correct answer)
- Tell the customer it is not your job to advise them
- Encourage them to file to help meet internal claims volume targets
Correct 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
Honest advice that serves the customer's financial interest — even if it means fewer claims — builds long-term trust and loyalty.
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?
- Complete the paperwork first since it has a set deadline
- Prioritize the customer in distress and notify your supervisor about the paperwork timing conflict (Correct answer)
- Ignore both until you have more information
- Ask a coworker to handle the distressed customer without briefing them
Correct answer: Prioritize the customer in distress and notify your supervisor about the paperwork timing conflict
Customer welfare takes precedence in service roles; communicating the conflict to a supervisor ensures both tasks are managed appropriately.
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?
- Add the driver since the customer is the policyholder and can make changes
- Explain that all listed drivers must be aware of and consent to being included on the policy, as this is standard insurance practice (Correct answer)
- Refuse without any explanation
- Add the driver but flag the account for review
Correct answer: Explain that all listed drivers must be aware of and consent to being included on the policy, as this is standard insurance practice
Adding someone to a policy without their knowledge raises ethical and legal concerns; explaining this to the customer is the correct response.
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?
- Accept the gift since it was freely offered and not company money
- Politely decline, explaining that accepting gifts from customers is against company policy (Correct answer)
- Accept it quietly without telling anyone
- Accept it and donate it to charity on behalf of Geico
Correct answer: Politely decline, explaining that accepting gifts from customers is against company policy
Most insurance companies prohibit accepting gifts from customers to avoid conflicts of interest and maintain professional integrity.
Geico Assessment Test Geico Assessment Test Situational Judgment 2
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?