Geico Assessment Test Situational Judgment Flashcards
6 cards from real Geico Assessment Test practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Geico Assessment Test Situational Judgment flashcards as text
A customer believes they were charged incorrectly but becomes rude when you try to explain. After two attempts, they still refuse to listen. What is the BEST next step?
Answer: Politely offer to send a written explanation and schedule a follow-up call when they are ready to discuss
Offering a written summary and a scheduled follow-up de-escalates the call while ensuring the customer receives accurate information.
You realize mid-conversation that you gave a customer incorrect information about their coverage. What should you do?
Answer: Immediately correct the error, apologize clearly, and ensure the customer has the accurate information before ending the call
Promptly correcting misinformation during the call prevents the customer from making decisions based on wrong information.
A customer asks you to process a change to their policy that you believe is not in their best interest but is legal and within their rights. How should you respond?
Answer: Inform the customer of any potential negative consequences, confirm they understand, and then process the change as requested
Respecting customer autonomy while ensuring they have all relevant information is the balanced, professional approach.
You notice that a colleague consistently takes longer breaks than allowed, which leaves the team short-staffed. What is the MOST appropriate action?
Answer: Speak with the colleague privately first; if the behavior continues, raise it with a supervisor
A private conversation first is professional and respectful; escalation to a supervisor is appropriate if the issue persists.
A customer calls to dispute a claim decision that is outside your expertise. What is the BEST response?
Answer: Acknowledge the complexity, let the customer know you will connect them with the right expert, and ensure a warm transfer
Acknowledging limitations and ensuring a warm transfer to the right specialist maintains customer trust and ensures proper resolution.
During an underwriting assessment call, a customer hesitates and then says they have 'no violations' when you can see two speeding tickets on their motor vehicle report. What should you do?
Answer: Professionally note that the motor vehicle report shows two violations and ask the customer to confirm their driving history accurately
Discrepancies between stated and recorded information must be addressed professionally and factually to ensure accurate underwriting.