SGI Q3 BraveHeart Newsletter

ALMOST THERE! Braveheart Champions Newsletter QUARTER 3 2023 EDITORIAL Your dedication and hard work have been exemplary, and we are grateful for your contributions to the customer experience of Sagicor General. Your consistency in delivering excellent service is remarkable, and it is evident from the feedback we receive from our customers.

We cannot thank you enough for bringing us this far, and we look forward to achieving our goals together as a team in the coming months.

Let's not forget!

The team member must be identified for commendations to qualify, and the customer must express what made the interaction stand out. Just saying that a team member is amazing (though we are confident you are) is not enough.

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Dawn Alleyne "This message is intended for your manager, but as I do not have the contact details, I request that you forward it accordingly.

I want to take a few minutes this morning to commend Dawn for her excellent customer service. I have now interacted with Dawn in relation to the High Commission's policy. Because of her outstanding service over the years, I have bought my personal vehicles to Sagicor for insurance coverage, with the most recent vehicle added last week.

Dawn is very timely in her responses, clear in her communications and thorough. It is always a pleasure having to interact with her on any transaction, and if I could give her five stars and it meant anything, I would.

Even when dealing with other departments, she is pleasant, and there is a clear demonstration of good relationships with colleagues. She also ensures she follows up when a response is tardy. She is an asset to the team at Sagicor, and I salute her for her continuous efforts."

Dawn gave top-notch service, and this customer reached out because she was impressed and extremely thankful. Thank you, Dawn!

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Satyavity Maharaj In Q3 alone, Saty received four commendations, which highlighted her pleasant and professional demeanour. One specific customer indicated the following: "You went the extra mile to follow up on every aspect of processing my claim.

The service that I received was beyond excellence.

I will recommend your company to my friends and relatives."

Keep it up, Saty!

Angelica Carr Angelica is undoubtedly an enhancement to our brand and our customer's experiences. Way to go, Angelica!

“Service from Ms Carr was excellent. Responses to emails were swift and accurate. Overall, the experience, from phone calls to in-person, was wonderful.

It's always a great experience. Customer service is on point. Everyone is always polite and helpful.

I look forward to continuing business with your establishment.”

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Naomi Reece

Mariah Alexis-Paul This commendation speaks for itself. Excellent job, Mariah.

"I would like to bring to your attention to the highly commendable performance by Mrs Mariah Alexis-Paul. Since becoming my claims handler, Mariah's contribution to my claim settlement success has continued to soar. She is very organized, timely, polite, and resourceful, and, most importantly, she makes me smile, especially when I am having an awful day.

She is very personable and unafraid to handle the challenging clients I often throw her way. She is a problem solver and often shares her knowledge of claims with me.

I am very impressed that in her short time with SGI, she has retained and can apply that knowledge aptly in any given situation. Her emails are well structured and show an excellent command of the English language.

She usually goes beyond what is expected to settle a claim successfully. She never hesitates to say when she gets it wrong and soaks up any new information that allows her to get it right the next time.

There are many instances of her going above and beyond; however, one that stood out for me was her recent handling of a claim for Dr Kemisha Kerr. Dr Kerr had some issues with a prior claim. Mariah ensured on her most recent claim to reach out to the third party's insurer to obtain a waiver of excess without me requesting it, thus enabling the client to get more on her claim, much to her satisfaction. This crystalizes the true essence of her character.

You would have noted recently that I have relied less on you and Candice for problem-solving. This can be attributed to her assistance; I am genuinely grateful. I wish to nominate her for an award; however, that point would be moot as I am not staff. You could give her recognition through your normal internal structure that recognizes employees.

She is truly an asset to Sagicor General, and if I were you, I would do my best to keep her at the organization. I commend you and your entire team for your continued support."

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Andrea Evans "I would have been in previous communication with you over the years via my previous email, which is not presently active and as such, this will be my email address going forward.

Attached is a copy of the renewal notice received for vehicle insurance for this year. I am contacting you because you have always provided me with excellent service and guidance."

Andrea is at the top of this customer list for her excellent, consistent service. Andrea was able to build a relationship over the years, which has benefitted the company tremendously.

Building customer relationships matters and serves as part of an excellent customer journey. This customer felt comfortable reaching out to Andrea outside of her immediate job scope for guidance and assistance with their next steps.

Karen Frankly-Browne “Renate expressed she was extremely satisfied with the service from Karen and the call centre rep as she contemplated switching insurance companies. Still, the way Karen dealt with her and kept checking in throughout the transaction convinced her to stay with Sagicor.”

Sometimes, the simplest of things can be life changers. Karen's excellent service caused us to retain a customer, and we appreciate this effort. We see you, Karen!

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Marissa Pacheco

Your dedication and willingness to go above and beyond to ensure that this customer's needs were met did not go unnoticed, even from someone not insured with SGI. Thank you, Marissa, for being more than expected!

"I am writing to testify on the impeccable and incomparable experience with Ms Pacheco from the Sagicor General, Queens Park W, Port of Spain claims department. Firstly, I must highlight that this is my first experience with an insurance company other than mine while also experiencing the services of the insurance company I am registered under for the first time. Upon my visit to Sagicor, I expected condemnation, hesitancy and reluctance. Ms. Pacheco immediately suppressed my anxiety with her welcoming jokes and enthusiastic demeanour to serve me. Unlike my experience with my insurance company. Ms. Pacheco demonstrated perfect customer service with her clear communication and compassionate intention to assist me. From my first day in the office to my last call from Ms. Pacheco, I can safely say that I felt the consistency in her work ethic and customer service delivery. Thank you to Ms. Pacheco for her assistance during a difficult time."

Kiarra Dawson “Thanks so much!

I really really appreciate your support and promptness in responding to my queries; you are my rockstar!

No other words; that's the message.”

Drops mic! That's the message: Kiarra continues to serve with excellence and diligence. Though the baby is in the CX department, we see that Kiarra understands the assignment, and we see your efforts, Kiarra!

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Roseann Morris Roseann's continues to deliver superior service.

Here's what our customers had to say; "I will reiterate that Mrs. Morris provided me with the best service I have received from any insurance company in Barbados and outside.

Thank you so much for all of your assistance. I wish there were more "Roseanns" at other organizations with your great customer service."

Beautiful Roseann!

"You have been extraordinarily efficient/helpful.

Without you, the matter would not have reached so far.

I want to let you know the funds came through, and I also want to take this time out to thank you personally. You made this process very easy for me and kept me up to date with everything, and I appreciate that. So again, thank you very much."

Well done!

"To my surprise, Ms Morris followed up with calls daily, not only to ascertain just how I was coping but to keep me apprised of the process as it related to the submission of the Accident Report and all ensuing details. Throughout it all, Ms. Morris was Pleasant, Friendly and Professional. Her reassuring manner helped in no small way to assuage any anxiety and fears I harboured.

I have worked in the Customer Service Industry for several years and am very conscious of how Customers should be treated. Miss. Morris mirrored just that and proved to be a worthy representative of your company."

Consistency is key, and Roseann continues to live that out to the fullest; we appreciate your service, Roseann.

These commendations speak for themselves.

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Ariadne Harrison

“Hi Angela, just a quick note to acknowledge the courteous and efficient service I received from Ms Ariadne Harrison, a member of your team. I dealt with Ms Harrison on two occasions, first in connection with the cancellation of my motor insurance and again to facilitate the application of refund sums owed to me for my home insurance renewal. On both occasions, Ms Harrison was professional, knowledgeable and efficient. Encourage your team to keep up the good work!”

Ariadne's, exceptional service is to be noted; we see you and your consistency and efficiency. Thank you for your contribution to this customer's experience.

Marguerite Bryan

As professionals in the service industry, we encounter diverse customers from all walks of life.

Marguerite had the privilege of assisting Spanish speaking customers who faced challenges communicating in English. Despite the language barrier, she went above and beyond to help them by writing in English on paper to overcome their pronunciation difficulties. Her dedication to providing excellent service did not go unnoticed; they expressed gratitude by giving her a gift. While the token was greatly appreciated, the genuine sentiment behind it was priceless. Thank you, Marg!

"This present aims to show our gratitude for your kindness, good treatment, and effort to help us. We are eternally grateful. Enjoy this exquisite fragrance!

And we wish you and your family good health with all our hearts. May everything go well for you always, and may life always smile at you."

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Sharifa Goodridge

"Sharifa is excellent and most efficient; I contacted her, and within minutes, she was able to assist me with an urgent request. I am thrilled by her excellent service."

Sharifa was able to assist our client urgently, and that experience was top-tier. Urgency is a part of our cultural standards, and Sharifa has lived up to that. At times, requests cause us to be urgent and quick on our feet to alleviate our customers' frustrations.

With that said, Sharifa was able to execute and deliver such! Customers love it when we can relate to them and meet them halfway. Thank you, Sharifa!

Sunita Sookdeo

Experiencing a car accident for the first time can be overwhelming, but Sunita's exceptional service made the process smooth and hassle-free. Her expertise and professionalism were apparent throughout, and she provided. This customer was fortunate to have such a dedicated representative in their time of need.

"This was my first time getting in a car accident, and I must say that the service I received from Sagicor was terrific. Everything was done quickly and kindly and explained clearly, so it was a smooth & fast process."

Great job, Sunita!

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Villacy Clendenen

Welcome to the Champion of Champions Corner!

Villacy received three commendations in Q3. Let's see what customers have to say below:

“I am pleased to share my experience conducting business with Villacy Clendenen. She has always been professional and knowledgeable when dealing with my needs and concerns. She responded in realtime when she did not; her message always began with an apology. I appreciated that she understood what a simple apology could mean to someone.

I never felt like she was annoyed or bothered when I reached out for information. Villacy always provided the correct information and asked if there was anything else she could assist with. She is a keeper and a star employee.”

Shawn Holder

"Mr Holder displayed Empathy, Job Knowledge and Efficiency, which assisted in no small way in my understanding of the process. I felt assured I could rely entirely on him to handle the matter. He maintained daily contact with me, apprising me at every stage. When I alerted him that I was having difficulty adjusting to the "keyless" rented vehicle for the first week, he immediately arranged for me to have one the second week, which relied on a key for starting purposes. Throughout this traumatic experience on my part, Mr. Holder's Professionalism shone like a Beacon without at any time appearing robotic. He successfully allayed any apprehension on my part."

Kudos Shawn! Our customers appreciate you for your service!

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Team Antigua!

Team Antigua has knocked it completely out of the park with their 10/10 rating from this broker. We are extremely impressed by this perfect score rating; keep it up, ladies! Our customers appreciate your excellent service.

“Our office wholeheartedly agrees that Ms. Gemma Howell and her team provide exemplary customer and insurance services.

We appreciate her responsiveness to our requests/inquiries, and every matter is met with a pleasing/friendly personality, which is needed in the environment we are faced with today. There is always a willingness to assist, and we can always count on receiving information from the team within less than 24 hours. We are also pleased that the office continues to provide competitive rates and terms; therefore, Sagicor General is often recommended to our clients.

Furthermore, we would also like to commend Gemma and her team on the continuous accuracy of the documentation provided; this is also very important as time is not wasted in continuously requesting corrections. We look forward to strengthening our relationship with the Sagicor General team and rate our experience a solid 10/10!”

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