Queries Queries answered by the Contact Centre require a sound knowledge of Sagicor General’s products and policies. Queries can range from a basic, “What are you’re working hours?” to infrequent questions such as “What are the limits under my Homeowner’s policy?” The Call Centre’s Policy Info (Queries) phone lines expose the representative to various Underwriting, Accounting, Claims and General queries. To efficiently answer all queries it is important to gather the insured’s information as noted below: • Name • Policy Number / Type of Policy • Address
Queries Guidelines In some instances a direct response is delayed for a Senior Underwriter / Supervisor’s input. Make every effort to contact them as the query may contain some level of complexity. Additionally, some informed decisions cannot be made at the time, due to reasons as accepted within our standards.
Accepted Reasons • SYSTEM failure • Information inconsistencies • Client not found • Discrepancies on system
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