SGI BraveHeart Q2

ADDING TO THE FOUNDATION

of who we are

Braveheart Champions Newsletter

QUARTER 2 2023

EDITORIAL

Providing an excellent customer experience is crucial for building a strong brand as an insurance company. When customers have positive interactions with us at Sagicor General, they are more likely to recommend us to their friends and family, which can lead to increased business and revenue. Additionally, happy customers are more likely to renew their policies with us and may even purchase additional products or services. By prioritizing customer experience individually, we build a loyal customer base and establish ourselves as a trustworthy and reliable insurance provider. So, you see, the service these champions provide adds building blocks to our success. And hey, who wants to be unsuccessful?

Ms. S.M.A.R.T

This customer took the time to communicate her immense satisfaction via email clearly; she needed management to comprehend what about the service she received made her experience an amazing one. Marguerite utilized a SMART approach to service while utilizing confidence and product knowledge with finesse. She added another brick to the foundation on which we are built as a company – service excellence. Thank you, Marg!

"You demonstrated, maybe unknown to you but noted by me, the "SMART" approach to product delivery, namely, being "specific, measurable, achievable, realistic and timely". This immediately and positively impacted my confidence and consequently led to the seamless delivery of my requested services.  I actioned your advice re the cancellation of my old policy while I was at the "pit" at Licensing Office and followed your guidance supported by email communications facilitated by you, which ultimately led to the speedy reimbursement of the unused period of my former motor policy which was credited to my account on the afternoon of Tuesday 25th May 2023. After that, my turnaround time on Tuesday 25th, regarding my new policy, was approximately fifteen (15) minutes. You sold "confidence" and "product knowledge", with time being of the essence, which I tremendously valued. In light of the foregoing, I thought it fitting to convey my appreciation in writing. In my view, this was service delivery at its best."

Marguerite Bryan

Ms. EXEMPLARY

Let's welcome Angelica as the first member of the Antigua team who qualifies to vie for Champion of Champions! By being service centred and strong enough to apologize, you blew this customer's mind, strongly representing yourself, Sagicor General and your island. Keep building! We appreciate you.

"She is incredibly thoughtful and caring. She listened to my concerns, explained why and what happened, and, most importantly, apologized. Her customer service skills are par excellence. I like her soft-spoken and calm demeanour; it is infectious. I give her a gold star!"

Ms. TOP NOTCH

"Thank you so much! I appreciate it!"

"Now this is the SGI level of service I KNOW"

This client was absolutely pleased with the service received and the turnaround time was impeccable in his opinion. He loves great service and this was 10/10 in his books. Elaine continues the trend with her excellent service! Keep up the good work, Elaine!

Elaine Holford-Sealy

Angelica Carr

"Miss Reece was astonishingly professional with my claim. She is very personable and keen to follow through and follow up as promised."

A claim is a pain that can be exasperated or alleviated by service. Nai stepped up to the plate and hit it out of the park, delivering professionalism and keeping her promises. Go, Nai!

Ms. EFFICIENT Ms. FIVE STAR

Being described as "the best" is no easy feat. Customers have indicated that Furnella provides the most "friendly service", which shifted how the customer thought about us at SGI. She was also noted to be "efficient" – as she optimized interactions allowing for timely customer resolutions. We love to see it! Keep up the excellent work, Furnella!

Twice AS NICE

"It was a pleasure speaking with you today after such a long time. Thanks so much for sending the new Policy Renewals and schedules. I also had the pleasure of speaking with Ms Ashaki Moore, who offered the type of customer service I am familiar with. Do have a wonderful evening, and please remain safe."

The ladies are giving the unforgettable service that customers love! Thank you, ladies!

Ashaki Moore

Tracey Yearwood

Ms. SERVICE-ORIENTED

When a customer says, "If I ever complain about you, I would be lying", we feel thrilled, and if we ever say thatwearen't,wewouldalsobelying.Thedescriptors used to describe Saty in Q2 have been "prompt", "efficient", "service-oriented", "knowledgeable", "patient", "professional", "kind", "courteous", and "understanding". We appreciate all that you are, Saty! And so do our customers.

Ms. CONSISTENT

"Thanks for the excellent service throughout the years, especially from Ms Tracey Yearwood."

In sending out our birthday greetings this customer responded with how much he loves the top notch service we have provided him over the years. So much so that he highlighted team member Tracey for her continued excellent service. He indicated that Tracey is his go-to person, she’s consistent, knowledgeable, and reliable. We love to see consistency, and we love when customers see us and the work we put in! Thanks, Tracey!

Double THREAT

"You cannot comprehend how appreciative I am regarding your efficiency in handling this matter, given that the request was made a few days ago."

Customers appreciate our efficiency and are extremely elated when we surpass their expectations and when we handle them with care. We see you, ladies. Thank you!

Dawn Alleyne

Ms. EXCELLENCE

It's important to note that customer satisfaction is not just predicated on singular drivers. It is influenced by a coalition of variables that act together. Numisha curated a key combination of variables starting with "excellent customer service, building with "professionalism", and finally by "being someone easy to engage with." Customers love it, and we do too! Thank you for serving with excellence, Numisha!

Ms. PROFESSIONAL

"Please let Ms. Bartlett know that I am very appreciative of all she has done for me, in such a short time. She acted quickly and professionally, and I want her to know this."

This customer made sure that her sentiments reached Tina, as she was so appreciative. Excellent service will cause customers to go to lengths just to show their appreciation for a superb experience. Tina, you did well, girl! Cheers to creating a "WOW" experience for this customer. We appreciate you!

Numisha Jerson

Tina Bartlett

Ariel Commissong

Ms. SUPERB

"Thanks so much for all your help. I decided to message you because you were so nice to me, and my agent Andi is fantastic, so I want to have my insurance with Sagicor."

Superb service aids in that final decision, and we couldn't be more proud of how Shaniqua handled this customer, which contributed to her joining our family. Great Job, Shaniqua!

Ms. HELPFUL

Ariel provides invaluable service to us at Sagicor General; customers gush about her personality, professionalism and how helpful she is. She is undoubtedly an enhancement to our brand and our customer's experiences. Way to go, Ariel!

"Ariel is excellent and should be promoted to management! She is professional and a team player."

"I couldn't ask for more. Ariel has a great personality and is always very helpful."

"It is always a pleasure dealing with her. She is such an A' Class employee."

Shaniqua Graham

Ms. HELPFUL

"My experience with Niya Leacock was wonderful. She was accommodating and guided me through what I wasn't sure about. I would highly recommend her."

Taking the time to ensure our customers have a wonderful experience is critical in the industry, and here is proof that it is indeed appreciated! Kudos Niya!

Ms. EXTRAORDINARY

This commendation speaks for itself, Mariah. Your service was a gift to this customer and us. Please continue to provide service beyond their wildest dreams!

"Your efforts were way beyond my imagination to assist with this claim; based on the cooperate nature of this transaction, I may be limited to providing you with a token of appreciation; however, I am aware this may be my last email to you. As such, I will take this moment to again extend thanks to you. Also, I wish you all the finest opportunities that life offers concerning all your endeavours. Do continue to provide this extraordinary service."

Mariah Paul

Ms. SEAMLESS

Many stay-or-leave decisions follow the "moment of truth" ― when the policyholder experiences an insured loss and goes through the claim process. Vanessa made sure that this process was seamless. Thank you, Vanessa!

"I take the time to let you know that Ms. Burke was awesome in helping us from the time of my husband's accident in November to when we left Antigua. This was important to us as it was during a very stressful time, and the other insurance company involved was not providing any assistance. I hope your team continues to be as productive and helpful as it was with us, especially Vanessa. Thanks again to Sagicor for this excellent service. Have a great week ahead."

Dream TEAM

"I went, and I met a wonderful young lady named Kerri Bruce. I think that is what I saw on her Id. She was absolutely brilliant; she helped me do everything. I am so grateful for your assistance and for hers. I am pleased to be insured with Sagicor. Thanks so much to Andi as well.

The ladies continue to team up on that excellent service. We are thankful when great service is seen in more than one or two of our team members! Continue to knock it out of the park, ladies!

Shaniqua Graham

Kerrie Bruce