1
Provide an ARRM statement and select customer type:
I need to add a vehicle to my policy
What is Strength
Acknolwedge
Reassure with emotion
Recap
Move to the next step
Congrats on the new vehicle, I would be happy to get it added quick and easy. Give me just a minute to pull everything up and we will get started.
Provide a closing statement for the below senario:
Added a vehicle and sent ID cards to the dealer
Congrats again on the new vehicle and thank you for letting me get it added effective today and send over the proof of insurance to the dealer. Again my name is "x" and it was my goal to provide excellent service. I hope you have an excellent rest of your day.
What is the first thing to look for if a ph states that their next payment is double?
What is payment plan. (update from TMPP to 5pay)
Who can be listed on a NY ID card?
Provide a closing statement for the below senario:
Ph ci and updated their payment method for autopay
Thank you for letting me get your payment method updated. Again my name is "x" and it was my goal to provide you with excellent customer service. Thank you for insuring with GEICO and have an excellent rest of your day.
What is the one best solution:
Ph ci stating her vehicle is in the shop and she is not driving it.
Details: State WA, 3 vehicles on policy, vehicle is owned outright
What is Storage plan 1
Provide an ARRM statement and select customer type:
My husband of 22 years just died. He normally handles the insurance and this is the first time I have ever had to call GEICO. I dont know what to do. Please help me
What is relationship
Acknolwedge
Reassure with emotion
Recap
Move to the next step
I am so sorry for your loss. I can only imagine what you are going through. I am here for you though and I will take care of getting your policy updated correctly. Give me just a moment to get this done for you.
Provide a closing statement for the below senario:
Ph ci to remove a driver that she had ci earlier to get quote and was not informed driver was force added. (No options to remove, already discussed options)
I know this wasn't the answer you were looking for and I am sorry you were not propperly informed this driver was going to be added to your policy. Thank you though for letting me go over the different options with you and help make sure you are propperly protected. Again my name is "x" and it was my goal to provide you with excellent customer service. I hope you have an excellent rest of your day.
Provide a closing statement for the bellow senario:
Spouse called in to remove husband (deceased). No issues with removing driver
Thank you for letting me make this process quick and easy, my condolunces. My name is "x" and it is my goal to provide you with excellent customer service. I hope you enjoy the rest of your day and thank you for insuring with GEICO.
What is the one best solution:
Ph requesting GEICO send something to DMV due to registration about to be suspended.
Details:
State: NV
Lapse: No valid lapse in coverage
Pending Suspension: 15 days from now
Send to CW updates in policy notes.
Required Template:
• Vehicle Year, Make, and Model
• State Sending Letter (if applicable)
• Letter/Case Reference Number (if applicable)
• VIN (on Registration)
• Registered State
• Name(s) on Registration
• Date Registered
• Coverage Verification Start and End Dates
• Updates made to policy (ex. VIN)
• Request Reason:
Provide a closing statement for the below senario:
Ph ci to lower rate, you explained the state rate increase in NY and advised ph they were already getting the best price possible.
Thank you again for letting me look over your policy and provide with the answers for your increase. I know this is not what you wanted to hear but thank you for letting me assist you today as best I could. Again my name is "x" and it was my goal to provide excellent service. I hope you have an excellent rest of your day.
What is the one best solution:
Ph ci wanting to remove vehicle that she just sold from the policy.
Details:
State: NY
Plates surrendered: No
Provide an ARRM statement and select customer type:
I recieved a bill for my next payment on the 18th of $675.23. My bill is normally $472.97. Why did my bill change when I haven't made any changes to the policy?
What is detailed
Acknolwedge
Reassure with emotion
Recap
Move to the next step
I can only imagine the concern with seeing a bill that was over $200 more then you were expecting when no changes have been made. I am the right person to help and I will get you an answer. Give me just a minute to look into the policy to see what is going on and I will be back shortly.
Which coverages in PA require an option form to change?
What is UIM, UM, and tort
This gives the insured the right to sue a negligent party for pain and suffering (aside from necessary medical expenses, which would be covered by PIP and/or health insurance) as a result of an accident.
What is Tort
What are the 4 places to look to find the reason for an increase in the rate?
1. Consolidated summary
2. Billing Summary
3. Rating factors
4. Timeline
Move this call:
Backstory: Detailed ph ci because the legacy renewal discount was not showing on their dec page at renewal.
After reviewing, you notice the legacy renewal is listed on their policy as a discount but not on the dec page and you advise ph that the discount is included in their premium. No matter how you present the info, the ph is not understanding. How do you move the call?
I know this is not the answer you wanted and that you would like to see a lower rate on your premium based on this discount. Right now I do want to assure you the discount is included in your premium and I have sent over the documents showing this is the case. If there is nothing additional I can do for you today , my name is "x" and it is my goal to provide you with excellent customer service. Have an excellent rest of your day
What is the one best solution?
Ph wants to add her friends vehicle to the policy because her car is broken down.
Details:
State: AZ
Vehicle location: Kept at PH address and furnashed for regular use of drivers listed on policy
What is Add car and owner to the policy
Provide an ARRM statement and select customer type:
I just received a notice that my bill is increasing at my renewal. I was so shocked, I thought I was seeing pigs fly. What is going on? Please tell me before I have to call an ambulance and get another bill.
What is Entertainment
Acknolwedge
Reassure with emotion
Recap
Move to the next step
(chuckle) I can only imagine the concern with seeing an increase your bill, I would of thought pigs were flying too. Give me just a minute to look into what happened so we can keep you from having to get a hospital bill as well. I will be right back.
Which coverages require option forms in AZ?
What is none
Move this call:
Backstory: Entertainment ph ci to price match his friends insurance policy.
You advised that the rate ph has is different then his friends for multiple reasons such as vehicle, address, driving history, etc.
Ph refuses to believe you and states he has price matched before. How would you move this call?
I could only imagine your frustrastion with not being able to price match your insurance. Although this is something that might have been able to be done in the past, GEICO does not participate in price matching anymore because insurance is so heavily regulated. Other then your rate, is there anything else I can help out with today?
Ph wants 1mil/1mil coverage
Details:
State: OR
Placement: GS PURE Risk Group B
Umbrella Policy with 300/300/100 underlying limits
Which coverages in NJ require an option form to change?
What is PIP and TORT
What coverage is automatically added in NY when adding a spouse?
What is SSL
Provide an ARRM statement and select customer type:
Im looking at my declarations page and I have a charge for ERS for $19.12 on my 2025 Chevy Trax but on my 2009 Ram 1500 the ERS is showing as $45.24 why is it so much more on my junker car?
What is Detailed
I can only imagine the concern with seeing that the ERS coverage is costing you $26.12 more for your older car then for your newer vehicle. I will get to the bottom of this and get you an answer. Give me just a minute to look into this.