Billing
A change made to the policy mid-term
Pro-rated
If the call comes in as a fail, you need these three things to verify the Named Insured.
Policy Number, First + Last Name, DOB, Zip Code, Driver's license, SSN, Address
Customers often need this when registering their car.
ID Cards
This customer values positive interaction, and may give you more information than you need.
Entertainment Oriented
Customers are able to manage their policies in several ways. Name three.
GEICO Mobile APP, GEICO.com, IVR, Calling in, GEICO Express
An amount added to customer's payments when we invoice their bill.
Installment Fee
When making an outbound call to a number that's on file, you need to advise the customer of this.
This call may be monitored for quality and training purposes.
This version of a binder will show the deductibles and the bodily injury and property damage limits.
Additional Insured
This type of customer can be one of GEICO's biggest promoters.
Relationship Oriented
Geico's second operating principle.
Be Fanatics For Outstanding Customer Service
When processing a payment with a new checking account, these things must be verified
Name, Bank Name, Read back Account Number
They are able to get quotes, ask billing questions, make payments, get proof of coverage, but they can't make any changes to the policy.
Other Operators Listed
True or False: You can send an ID card for a different state than where the customer's vehicle is registered.
True
This customer speaks with an even pace and steady tone, and doesn't usually use slang.
Detail Oriented
If a policyholder is unable to access their online account and asks to reset their password, what do you need to ask first? Where would you go to send the password reset email?
Ask if the customer has attempted to follow the "I forgot my password prompt online", ADMIN.
This pay plan requires a down payment of 16.66%, and the renewal payment will be due on the renewal date.
TMPP
Your call comes in as a PASS for the Named Insured. When you ask if you're speaking to the insured, the caller indicates they are a translator calling for the insured. What additional information will you need to ask before assisting the caller?
Name of the Agency/Translator, Document Policy notes
True/False:
A binder will show the cost breakdown for each vehicle.
False. Only an actual Declarations Page will show the cost breakdown per vehicle.
True/False:
Customers will only ever use one communication style.
False, customers may shift communication styles during a call depending on the situation.
This program provides GEICO associates with a cash incentive if friends or family members get a quote for insurance.
Cash for Quotes
This Texas fee is charged at the policy renewal, or when a new vehicle is added mid term.
Motor Vehicle Crime Prevention Authority Fee
You only need to verify these two things to take a payment from a third party
Policy Number, Policyholder's Name
This code is developed by the National Association of Insurance Commissioners to identify specific companies.
NAIC Code
What is the customer type:
"Hi there, I'm calling because I need to get a new vehicle added to my policy, and take another vehicle off."
Strength Oriented
This local Celebrity appeared on an episode of "Married at First Sight"
Cameron Randall