Geico Assessment Test Geico Assessment Test Situational Judgment 1

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?

Accepted Answer

Remain calm, acknowledge their frustration, and ask clarifying questions to understand the issue

Answer

Hang up immediately and note the call as abusive

Answer

Transfer the call to a manager without speaking to the customer

Answer

Argue back to defend the denial decision

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?

Accepted Answer

Report the situation to your supervisor or compliance department

Answer

Ignore it because it does not affect your own work

Answer

Confront the coworker privately and warn them not to do it again

Answer

Help the coworker cover it up to avoid workplace conflict

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?

Accepted Answer

Explain that young drivers statistically have higher accident rates, which increases the insurer's risk and thus the premium

Answer

Tell them there is nothing you can do about rate increases

Answer

Suggest they remove the teenager from the policy to save money without mentioning the legal implications

Answer

Apologize and offer a large arbitrary discount to appease them

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?

Accepted Answer

Immediately notify your supervisor and work to correct all affected claims

Answer

Quietly fix future claims and hope no one notices the past ones

Answer

Wait to see if any customers complain before taking action

Answer

Document the error privately and move on

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?

Accepted Answer

Escalate the call to a retention specialist or supervisor who has authority to review the account

Answer

Tell the customer their rate is final and there is nothing you can do

Answer

Offer an unauthorized discount to keep the customer

Answer

Ignore the threat and continue with routine processing

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?

Accepted Answer

Ensure the customer is safe and calm before gathering claim information

Answer

Collect all claim details as quickly as possible so you can close the call

Answer

Verify the customer's policy number before saying anything else

Answer

Transfer the call immediately to the claims department

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