Change of Address
A customer wants to update where they receive mail but confirms that all vehicles are still garaged at the same residence.
What is a Mailing Address Only change?
A customer says, "My son is 24 and wants everything in his own name now." Before discussing an Additional Policy, an associate should verify these key factors.
What are ownership, residency, vehicle possession, and billing responsibility?
If legal paperwork has been filed but not finalized, this option is selected in the workflow.
What is Divorced?
This date determines when coverage or endorsement changes begin.
What is the effective date?
Before processing a cancellation, associates should identify this.
What is the reason for cancellation?
Before processing an address change reported by anyone other than the policyholder, including the USPS, GEICO must obtain this from the policyholder.
What is confirmation that the new address is valid?
A customer asks for a second policy number for a vehicle their daughter drives. Before using Additional Policy tools, the associate should first determine this.
What is why the customer wants the separate policy and whether a valid policy split exists
Before determining how to handle a recently finalized divorce, an associate should first verify this important household detail.
What is whether the parties are living in separate households?
Before changing an effective date, associates should evaluate impacts to this
What is premium?
Certain states require this before processing some cancellation requests
What is a valid written cancellation request/documentation?
A customer says they're staying at another location temporarily. The policy generally should not be re-rated unless the vehicle will be there longer than this period of time (except in California).
What is more than six months?
A parent says their daughter moved with her vehicle a year ago, but no policy changes were ever made. What critical mistake should an associate avoid when reviewing the request?
What is assuming a backdated solution or same-day correction is automatically available without reviewing the timeline and current facts?
What handling do we follow to begin the divorce/separation process?
Additional Policy
For divorce/separation additional policies, most states use this effective date rule.
What is the day after the phone call?
What is the correct handling for a cancellation request due to rate dissatisfaction or other company?
Execute retention behaviors and transfer to retention department
A customer moved with one vehicle, but another vehicle remains at the previous address with a household member. What mistake could lead to an incorrect rating determination if the associate assumes all vehicles moved together?
What is updating all vehicles to the new garaging location without verifying where each vehicle is actually kept?
A customer says, "We have too many vehicles on this policy, so just split them up." According to Additional Policy guidance, what should an associate determine before selecting an Additional Policy reason?
What is whether the situation is actually eligible for Additional Policy handling; How many vehicles are there total
What is the name of the department that handles Div/Seps?
Service
These two states are identified as exceptions to the standard divorce/separation effective-date guidance
What are Maryland and Georgia?
What information is key to verify before we cancel the policy?
Mailing address and contact information
What states have special handling for moves in and out of the state?
AK AZ CA FL HI KY MA MD MI NC NJ NV NY SC WA WI
Transfer to sales
What if the insured mentions a court order during Div/Sep processing?
An additional policy transaction for divorce/separation situations should be handled as normal, unless the court requires specific alternative handling. Review with your supervisor for any handling exceptions; request documentation as necessary.
What is the name of the tool we use to determine premium impacts before processing an effective date change?
Cancel/Rewrite Calculator
A customer says, “I already started a policy with another carrier this morning, so cancel my GEICO policy today.” Before processing the cancellation, an associate must verify the replacement coverage’s effective date and time to avoid what critical risk?
What is creating a lapse or overlap in coverage?