Verification
Cancellation Notices
Payment Plans
Self-Service
Customer Interaction
100
How do you verify a dealer?
What is Policy Number Policyholder's Name Last five digits of VIN or Last four digits of SSN Alternate - If unable to verify one piece of information from each line above, agents may substitute one of the following (in no particular order): Zip Code Full Address Phone Number (Home/Work/Cell) Driver's License Number
100
Today is 12/29/2015. A NY, GG, policyholder is pending cancellation for non-payment. On your Home screen you receive a message saying "Your policy is pending cancellation for non-payment. Please make a payment now. If you do not make a payment we will cancel your policy on 1/7/2016. What is the latest date we can accept a payment to avoid a lapse in coverage?
What is 01/09/16.
100
True or False: The Upcoming Payment page lists all unpaid payments including any applicable installment fees. **If this question is answered incorrectly- you can not steal
What is true
100
What are the 3 required components of a GPUP referral?
What is provide a personal benefit, explain how the coverage works, offer to transfer for a quote
100
Kyle, a MA GG policyholder, called in and stated he jus lost his job. How would you respond?
What is empathize with the policyholder
200
When there is a need to document PLOG, you will start your entry with
What is the person that is calling
200
Melissa is calling in because she just lost her job and can't make her payment due of $175.00 until 12/31. What would you advise Melissa of? Policy Info: Pending cancellation for 12/22 MSP: $75.00 Melissa doesn't have anyone that can help her.
What is offer to process MSP and schedule the remainder
200
If a policy on the regular monthly pay plan is set to renew on September 1st, when will their first payment toward that renewal be due?
What is August 1st
200
If a customer calls to make a payment on a NJ policy via MoneyGram, what MoneyGram Receive Code would you give them?
What is 1580
200
Henry is calling in screaming at you. He states that GEICO is not trustworthy as he just reissued his policy online and we took 2 payments. He stated he just talked to another representative and they advised one was a past due balance and one was the down payment. He wants you to fix this immediately. What is your personalized 2nd offer to help?
What is must include empathy and a good tone
300
The customer provides you with their social security number to pull up their policy. Upon verification they provide an incorrect date of birth. Name 3 acceptable alternatives for verification.
Zip Code Full Address Phone Number (Home/Work/Cell)- Can index policy with phone number displayed in VoIP CTI (If available) Driver's License Number
300
What is the correct address for a customer to send in a payment on cancellation notice?
What is GEICO One GEICO Plaza Bethesda, MD 20811
300
Name 3 statements regarding the GEICO with AutoPay (True Monthly) pay plan are true.
What is it is only available to customers who enroll in recurring payments.It requires a lower down payment that the traditional payment plans.It will only appear on the Payment Plan Options page if offered in that state. It divides the PH payments into 6
300
Mrs. Daniels is calling to update the expiration date for her card enrolled in Recurring Card payments. What is the best procedure for updating Mrs. Daniels’ card?
What is Update the expiration date of the card through InSite
300
You access a policy and a Licensed State Alert appears. You should?
What is Answer the customer’s billing questions, Process a payment for them if requested, Send Proof of Coverage/ID Cards if requested In licensed states we can do Billing/Payment and ID card calls.
400
Michael, a listed driver on the policy, calls in to make a payment. The policy is pending cancellation for 1/15 and he wants to use his father's (our policyholder's) account on file ending with 1467. Can you process this payment?
What is no-unless you call out and get permission from the father to use his card.
400
Mr. Adams is a new policyholder at GEICO and just recently set himself up on the four payment plan. His policy started on 1/1. He just wants to know which months he would pay.
What is January, February, March and April (No Payments in May and June)
400
Name 3 things a policyholder can do on the Main Dashboard page of the GEICO Mobile App.
What is access bills, access ID cards, access policy dashboard, begin a glass claim, complete an accident report, quote a MOAT policy, view and store personal documents, begin road side request, access claim
400
What are the components of RC3.
What is R=REASSURANCE, C=CONFIDENCE, C=CLEAR AND CONCISE, C=CONVERSATIONAL
500
Adam, a listed driver, is calling in to get a copy of his insurance card. Can you provide it?
What is yes
500
Jennifer Smith has been with GEICO for the last 15 years. She has never had a lapse of insurance and just needs a few more days to make a payment. She is pending cancellation for 12/31. What solutions would you have for her? Name 3
What is provide 3 day window- payment can be taken by 1/2. 3rd party can make a payment. MSP if there is any. Mail in a payment postmarked on or before 1/2.
500
Mr. Jacobs is calling in because he is unable to make his payment on 12/15. You try to postpone the payment but he still needs more time. What do you do?
What is temporarily remove him from auto pay. Advise him to make a payment and re-enroll. Advise that he may get a cancellation notice providing the last day we can accept a payment. Advise him to make sure he re-enrolls by his renewal so his payment plan does not get adjusted. If on EFT: Advise of the change in installment fees
500
You offered the customer a quote for property insurance, but they said they don’t have time right now. Which disposition should you select?
What is decline. anytime you offer the quote and they say no you must select declined.
500
Greg, a NY policyholder on TMPP, called in and advised that he was part of the Home Depot issue where credit cards were compromised. He states that he needs to update his autopay. What do you do?
What is Immediately empathize with the situation. Remove the card from the policy. Set up a new account on autopay.
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