Systems
Where in ATLAS can you see if SIU (Special Investigative Unit) has been referred?
The SIU subtab of the referrals tab.
Insured reports that they were involved in a rear end accident. While the front bumper is dented, insured reports the tires are fine and the vehicle turns on, however, fluids are leaking from the engine. Insured reports the vehicle is safe to drive and is requesting not to have the vehicle towed.
Is this vehicle safe to drive?
No, the vehicle is not safe to drive based on the description given.
Select all that would not qualify as an associated party (AP).
A. ABC Insurance
B. Ben and Benjamin Law Firm
C. Insured, Peter Parker
D. Claimant, Gwen Stacey
E. GEICO County Credit Union
C. Insured, Peter Parker
D. Claimant, Gwen Stacey
Jackie was involved in a 3 vehicle rear end accident on Highway 101. She sustained both extensive vehicle damages and has multiple medical bills from her various chiropractic appointments. Jackie calls in to advise that ABC Insurance, the at-fault adverse carrier, has advised they do not have enough money to pay for her entire medical bill. What coverage can Jackie use to pay for the excess medical bills?
Jackie's coverages include: COLL, COMP, RENTAL, PD, BI, UMBI, UIMBI
A. UMBI
B. UIMBI
C. BI
D. Nothing, Jackie does not have PIP/MedPay coverage.
B. UIMBI
During a call when we are ‘laying the foundation,’ what is it called when we re-state what the caller's need is and offer to help?
A. Lizard wizard
B. Direct handling
C. Gecko echo
D. Call recall
C. Gecko echo
After running data pre-fill, the results on the 'reconcile data search response’ page display a different phone number and address than we had previously listed in ATLAS. What should you do with this information?
A. Confirm that only the missing information is correct with the caller before updating the pre-fill information.
B. Update the information. Our data pre-fill is very reliable.
C. Confirm that all the information is correct with the caller before updating the pre-fill information.
D. Wait to confirm the vehicle information until you have reached that point in navigator.
C. Confirm that all the information is correct with the caller before updating the pre-fill information.
Mia calls in to update her GEICO claim. She advises that originally she reported that she hit her head on the steering wheel, but felt no pain. However now, her forehead has started to bruise and swell, and she will be going to the doctor after work.
You check Mia's coverages, and see she has MedPay on her policy.
What are your next steps?
A. Refer the claim to your Supervisor.
B. Transfer to casualty.
C. Update the "treatment received" status in parties involved.
D. Nothing. ATLAS will update automatically.
C. Update the "treatment received" status in parties involved.
GEICO insured, Peter Parker, was rear-ended by claimant, Tobey Maguire.
Tobey Maguire is insured by ABC Insurance.
Who is listed as the responsible party in the 'responsible party' tab?
Tobey Maguire
Which of the following is true about urgent tows?
A. When an urgent tow is selected the FNOL will be shortened allowing you to quickly access the dispatch tab to set up a tow.
B. All tows are urgent and should be handled as quickly as possible.
C. The ETA of arrival is 45 minutes or less for an urgent tow.
D. Only a police officer can get an urgent tow.
A. When an urgent tow is selected the FNOL will be shortened allowing you to quickly access the dispatch tab to set up a tow.
When using Uninsured Motorist Property Damage coverage to repair the vehicle, who is listed as CBP (Covered by Policy) in CIQ (ClaimIQ)?
A. The Insured Owner
B. The Insured Driver
C. The Uninsured Owner
D. The Uninsured Driver
D. The Uninsured Driver
While taking your inbound call, you realize that you need to TIP claimant as well for a liability recorded interview. What status in AWS should you be in to prepare for this additional call?
A. Wrap-Up
B. Outbound Call
C. Not Ready
D. File Handling
D. File Handling
When working repossession claims, what is the proper exposure + pay code to use?
A. Collision + Inspect Only
B. Collision + Inspect and Pay
C. Property Damage + Inspect Only
D. Property Damage + Inspect and Pay
E. GEICO does not cover repossessed vehicles.
A. Collision + Inspect Only
You make an outbound call to insured James to obtain a recorded statement. James advises that he recently obtained an attorney and he is unsure if his attorney would allow him to take a recorded statement. You advise James we can no longer speak with him directly, and to have his attorney fax GEICO the LOR (Letter of Representation).
Despite not having the LOR to confirm this information, what is the appropriate selection for the First Contact Status Indicator?
A. First Contact Needed
B. Contact Executor
C. Contact Attorney
D. First Contact Not Needed
C. Contact Attorney
Which accident explanations would be paid under Collision?
Select all that apply:
A. While camping, a bear scratches Lauren's doors and breaks the glass windows.
B. While Sabrina was heading to work, she hit a pothole in the road damaging her tire and undercarriage.
C. Monica's 2017 Chevy Cruze started to overheat due to a faulty transmission.
D. While lane splitting, claimant merges into Sam who was driving her motorcycle at the time of the loss.
B. While Sabrina was heading to work, she hit a pothole in the road damaging her tire and undercarriage.
D. While lane splitting, claimant merges into Sam who was driving her motorcycle at the time of the loss.
The insured lives in Palm Springs and was visiting San Diego for a bridal conference. After getting into a moderate accident, insured is adamant they want their vehicle repaired at their body shop of choice back home. What should you do if the tow mileage is over 100 miles for an accident tow?
Contact a supervisor for approval. Document approval if received in ATLAS notes and in dispatch comments.
What is the proper greeting for an AWS inbound call where the insured has passed the verification and advised they wanting to file a new claim?
A. Thank you for calling GEICO claims, this is (your name). May I get your first and last name please?
B. Thank you for calling GEICO claims. How may I assist you today?
C. Thank you for calling GEICO claims, this is (your name). Is this Ms. Watson? (response) Ms. Watson, I understand you were involved in an accident. Is everyone ok?
D. Thank you for calling GEICO claims, Ms. Watson. How may I provide you with excellent customer service today?
C. Thank you for calling GEICO claims, this is (your name). Is this Ms. Watson? (response) Ms. Watson, I understand you were involved in an accident. Is everyone ok?
While on the call, the caller's phone suddenly disconnects. You have 6 more navigator tasks needed and find that the caller sent you to voicemail after attempting to call back. What are your next steps?
A. Select 'stop auto play' and document what else is needed from the caller when she calls back.
B. Select 'stop auto play' and document the line disconnected.
C. Select 'skip' for all remaining tasks and document what else is needed from the caller when she calls back.
D. Select 'skip' for all remaining tasks and document the line disconnected.
B. Select 'stop auto play' and document the line disconnected.
Insured's spouse calls in to file an FNOL. She advises a single vehicle loss where her husband ran over a pothole and damaged the undercarriage of the vehicle. You establish a loss report and advise Mrs. Insured of coverage, liability, and filing options. Mrs. Insured would like her husband to follow up on his injury status, but he is not available to speak right now. What will you update the First Contact Status indicator to for Mr. Insured?
A. First Contact Needed
B. First Contact Completed
C. First Contact Not Needed
D. Unable to Make First Contact
B. First Contact Completed
Which accident explanations would be paid under Comprehensive?
Select all that apply:
A. Rats chewed through the wiring on Jackie's car causing it to catch fire.
B. Shauna lost control of her vehicle colliding into a nearby tree.
C. Misty found her ex-boyfriend put sugar in her gas tank and now the vehicle will not start.
D. Upon leaving her apartment, Natalie discovered her vehicle was missing from its legally parked parking space.
A. Rats chewed through the wiring on Jackie's car causing it to catch fire.
C. Misty found her ex-boyfriend put sugar in her gas tank and now the vehicle will not start.
D. Upon leaving her apartment, Natalie discovered her vehicle was missing from its legally parked parking space.
We have accepted 50% responsibility for a loss in a pure comparative negligence state. After contacting the claimant, they advise they have scheduled repairs through their own insurance. Can you HC (handle complete) the Property Damage exposure? Why?
No, you must continue to follow up with adverse carrier for the subrogation demand, and HC after all payments have been made.
A new call comes in and the incident explanation shows "IVR Complete,” indicating the customer filed the FNOL through the IVR system. What is the appropriate response from the adjuster?
A. The adjuster should review the incident explanation, acknowledge that the FNOL was completed through the IVR system and thank the customer for providing the loss details.
B. The adjuster should greet the customer, introduce themselves, confirm the customer's name and ask the reason for the call.
C. The adjuster should avoid confirming any incident details with the customer and immediately proceed with a liability determination using the existing information.
D. The adjuster should transfer the claim to the digital team since the FNOL was initiated through the IVR system.
A. The adjuster should review the incident explanation, acknowledge that the FNOL was completed through the IVR system and thank the customer for providing the loss details.
Insured owner calls in to report that their daughter backed the family vehicle into their garage door, denting the passenger side quarter panel. You verify the daughter is co-insured on the policy and confirm no injuries. After advising liability and coverages, you schedule repairs with the owner.
Who is the next party to TIP?
A. The daughter (driver)
B. The owner of the garage
C. The lienholder of the vehicle
D. No outbound phone calls are needed in this scenario
D. No outbound phone calls are needed in this scenario
Select all that would not qualify as an interested party (IP).
A. Insured Owner
B. Insured's Attorney
C. Insured Driver
D. Witness
E. Claimant
F. Claimant's Passenger
G. Insured's Executor
B. Insured's Attorney
G. Insured's Executor
The insured calls in to report an FNOL. She advises that while backing in the Target parking lot the driver behind her suddenly started to back as well striking the rear bumper of her vehicle. She provides you with claimant contact information, adverse carrier contact information, as well as scheduled repairs for her vehicle.
Who is the next party to TIP?
A. To Target to ask if there is any video footage.
B. To claimant to obtain their facts of loss.
C. To adverse carrier to obtain their liability decision.
D. No outbound phone calls are needed in this scenario.
B. To claimant to obtain their facts of loss.
Which step is not part of the repossession claim handling process?
A. Call the AD adjuster after setting up the inspection to advise of the repossession claim.
B. Obtain the location of the vehicle to set up a field inspection using an ‘Inspect Only’ pay code.
C. Review prior claims involving the repossessed vehicle. Review and determine if the damages being claimed are the same on any of those claims.
D. Call insured. Advise the insured the lienholder is reporting a claim and verify the date and details of loss and ask the insured if the damages have been reported to GEICO on a previous claim.
A. Call the AD adjuster after setting up the inspection to advise of the repossession claim.