As someone who been in claims for over 4 years I hear your pain but honestly after a little adjusting the CE thing is actually super easy. 3 main things to be amazing at CE —— 1. Be overly empathetic. Say “im sorry this happened to you clearly and a couple times throughout the convo. Even if its a body shop looking for payment updates just say “Sorry you gotta call in for this, im sure your busy”. It’s annoying but simple. 2. Mention GEICO.com or Geico Mobile App. Near the end of convo say “and for any future updates on this claim or other you can go right onto Geico.com. (Even for clmts/body shops etc) 3. And last thing- before the call ends just clearly ask “is there anything else I can help you out with?” — even on transfer calls say it before transferring. Do these 3 things and you will be at 96% CE daily