I cannot believe I have to tell this to people who are supposedly trained on billing on payments for insurance...
Auto insurance bills have a deadline that is sent for late payments, it’s called a cancellation notice.
If customers do not pay on time, the policy will cancel.
No exceptions, unless it’s a confirmed Geico error. If it is, that agent is most likely going to have feedback sent to their supervisor and manager.
I get everyone is so nervous about their metrics, but please do not try and manipulate the process in place or try and sweet talk a customer into an excellent survey if you are.
It hurts their rates, and it hurts other agent metrics too in different departments!
I’m just so sick of whoever is telling customers whatever they want and thinking they can get away with it.
For goodness sake, do you realize that stuff is probably being tracked with everything else here too??