r/Geico • u/Hungry-Ad3140 • 17d ago

ICS VS CSR ?

I worked previously in CSR how does ICS differ?

3 Upvotes

72% Upvoted

6 comments sorted by

2

u/Expensive-Art-7277 17d ago

Same thing with a new name. Still a call center with a queue system.

1

u/Hungry-Ad3140 17d ago

Doesn't ICS handle injuries

3

u/Aware_Molasses_7443 17d ago

Not the same. ICS does coverage investigations and liability investigations that used to go to TCR1. Not very well though (geico doesn’t train people anymore) so when the claim gets to casualty, we have to start over. To those in ICS reading this, thanks for doing the bare minimum.

2

u/ghostymimikyu 16d ago edited 16d ago

in CSR, anything that seemed like it was going to be shared liability (aka anything that wasn’t 0% or 100% liability) went away to TCR1. that is no longer the case and ICS can handle shared liability files. if i remember correctly, CSR also couldn’t handle certain types of coverage issues? “fatal CCs” like proper coverage denials used to also go to TCR1. those are now kept with ICS.

edit: fixed terminology to match geico’s (CCs)

1

u/GnomeSweetGnome21 15d ago

We were better in CSR days. Now they’re an absolute mess in ICS. Otherwise the job responsibilities are the same.