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 calls Geico furious that their claim was denied. They begin yelling and using offensive language. What is the BEST first response?
Answer: Remain calm, acknowledge their frustration, and ask clarifying questions to understand the issue
Staying calm and acknowledging the customer's frustration is the most professional and effective de-escalation technique.
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?
Answer: Report the situation to your supervisor or compliance department
Insurance fraud is a serious crime; the correct action is to report it through the proper compliance or supervisory channels.
A policyholder asks you to explain why their auto insurance premium increased after adding a teenage driver. What is the MOST helpful response?
Answer: Explain that young drivers statistically have higher accident rates, which increases the insurer's risk and thus the premium
Giving an accurate, empathetic explanation of risk-based pricing helps the customer understand and trust the process.
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?
Answer: Immediately notify your supervisor and work to correct all affected claims
Proactively disclosing and correcting systematic errors protects the company and the customers, and is the ethical standard.
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?
Answer: Escalate the call to a retention specialist or supervisor who has authority to review the account
Escalating to someone with proper authority is the professional approach that respects both company policy and the customer's concerns.
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?
Answer: Ensure the customer is safe and calm before gathering claim information
Human safety and emotional support come first; gathering claim details is important but secondary to the customer's wellbeing.