Final Quiz Review

Click ALL of the following that are recommended to handle upset customers.

• Listen

• Do Not Interrupt

• Take Responsibility

• Stop Navigator if Necessary

Click ALL of the following that are recommended to handle upset customers.

• Empathize

• Apologize

• Try to Find a Solution

• Offer Call Back With Answer

While speaking with our insured what should you do if the system data prefills information about the customer?

• Update the prefill information

• Confirm accuracy of information then update

• Ignore prefill and ask the customer for the information

• Prefill only works for claimants

When we receive a letter of representation the first thing we should do is respond point by point with a letter of our own.

• TRUE

• FALSE

Answer explanation

The FIRST thing we should do is add the attorney to the claim as an associated party!

In ATLAS if a claimant advises that they suffered a serious back injury in an accident we should be marking them as yes for injured and treatment.

• TRUE

• FALSE

Answer explanation

We will want to confirm that they have been to a doctor or facility before marking yes for treatment.

With a mailing address, cell number (enrolled in texting), home number, and email the preferred way to TIP is ____.

• Mailing Address

• Cell Number

• Home Number

• Email

• Texting

Which is the best answer for who should be listed as the responsible party on the responsible party details page?

• At Fault Driver

• At Fault Owner

• Interested Party Who is Financially Responsible

• Associated Party Who is Financially Responsible

When we are at fault but claimant files with AC, what do we need before we can Handle Complete the PD exposure?

• GEICO Inspection of Claimant Vehicle

• Confirmation that Claimant has First Party Coverage

• Demand from AC that is Reviewed and Paid

• AC Demand Letter

For first party claims you CANNOT Handle Complete until the Subrogation Status has been set and updated.

• TRUE

• FALSE

Click all of the following that are reasons you would MANUALLY CLOSE an exposure.

• Opened in Error

• Benefits/Policy Limits Exhausted

• No Coverage

• Insured Withdraws Claim