Welcome SLI

Welcome team Sagicor Life-BB Team Sagicor General welcomes Sagicor Life Barbados to Project Braveheart.

Braveheart celebrates team members who make our external customers go"WOW". It is not just a recognition programme; it's a testament to the dedication, passion, and excellence that defines our team.

As Sagicor Life Barbados embarks on this exciting journey, joining the Sagicor General family, Customer Experience is pleased to introduce you to the Project Braveheart newsletter, which will shine the spotlight on our Bravehearts - in both companies.

Join us as we revisit and CELEBRATE SGI's Q3 Champs and introduce you to SLI's 2023 Braveheart Champions.

1

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!

Braveheart Champions Newsletter

2

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.”

Braveheart Champions Newsletter

3

Naomi Reece

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

"I would like to bring to your attention 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."

Braveheart Champions Newsletter

4

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 Franklyn-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 causes us to retain a customer, and we appreciate this effort. We see you, Karen!

Braveheart Champions Newsletter

5

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!

Braveheart Champions Newsletter

6

Roseanna 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.

Braveheart Champions Newsletter

7

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, 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 speakers 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."

Braveheart Champions Newsletter

8

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!

Braveheart Champions Newsletter

EDITORIAL

9

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. He responded in real-time 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!

Braveheart Champions Newsletter

10

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!”

Braveheart Champions Newsletter

11

Mohini Xavier Mohini is being recognized for her commitment to the customer experience and outstanding teamwork.

Mohini has deservedly been the subject of positive feedback from multiple clients over the past months.

During meetings with many organizations, it was explicitly communicated that she has been extremely responsive to requests, and always goes above and beyond to ensure that the output of the department is of the highest standard. As said by James, “A common theme of these meetings over the last two weeks is the exceptional performance of Mohini”.

A round of applause for Mohini, one of our dedicated team members whose excellence shines through in every customer interaction.

Rhea Bennett Rhea is recognized for outstanding customer services in providing educational sessions to one of our corporate clients. This effort was also recognized by said client who indicated that she did excellent presentations on the company’s pension Plan.

Thank you for making us proud Rhea! Keep up the great work.

Braveheart Champions Newsletter

12

Lisa Wilkinson Lisa was complimented by two corporate clients, for her responsiveness to client queries/concerns and keeping promises.

Hats off to you Lisa, for your outstanding service to our clients.

Nicole Walcott Nicole is committed to ensuring that our clients’ needs are met and exceeded. She was recently commended for going the extra mile to assist one of our corporate clients.

Cheers to you Nicole, for going above and beyond to exceed our customer’s expectations.

Braveheart Champions Newsletter

13

Amanda Mohring A customer shared a commendation about the wonderful service he has received from Amanda over a two-day period on a matter she was handling. Mr. Lavine expressed that social media is rampant with bad service reviews and no-one takes the time to mention when something good happens to them, or when they receive exceptional service.

He believes good service experiences should not only be shared from customers with high social statuses, but from him as well. He stated that Amanda as our representative has a reputation to uphold for the organization and her superiors should know she is doing a wonderful job!

Hats off to you Amanda for leading the way!! Congrats!

Amanda was commended for following up multiple times with the relevant departments to assist in having a salary deduction removed for a client. The client advised that she needed the deduction cancelled as soon as possible as this would have affected her buying items she desperately needed for her children.

Kudos Amanda for following up and following through!

Your commitment to customer satisfaction is one of the driving forces behind our success.

Kimberley Headley Kimberley infused customer care into her interaction with a client while assisting with a complex life insurance query. The customer expressed her heartfelt gratitude to Kimberley for her assistance and efficiency.

“Ms. Kimberley Headley was very helpful and efficient.

Kindly express my thanks to her. She is definitely an asset to your company”.

Braveheart Champions Newsletter

14

Ashley Jackman Check out this glowing reviews of our Customer Service Representative Ashley: 1. “I wanted to share my recent experience using the WhatsApp chat feature of Sagicor, where I had the pleasure of interacting with the incredibly knowledgeable and helpful Ashley.

Initially contemplating surrendering my policy of 11 years, Ashley's wealth of information and assistance convinced me otherwise.

Ashley's remarkable patience in addressing my numerous questions, her ability to demystify industry jargon, and her profound expertise left a lasting impression on me. Impressed by her exceptional service, I inquired about providing feedback, a practice common in the UK where I currently reside. It felt only fair to offer such positive feedback, given the richness of the assistance provided by Ashley.

I commend you for offering such a user-friendly and effective on-hand service, and extend my appreciation to Ashley and the entire team.”

2. “I am writing to express my heartfelt appreciation for the outstanding customer service I received from Ashley during a recent chat interaction. Her dedication, professionalism, and in-depth knowledge greatly impressed me. From the moment our chat began, Ashley's warm and welcoming greeting immediately put me at ease. Her willingness to assist and her courteous manner made our conversation both comfortable and productive.

Braveheart Champions Newsletter

15

I had inquiries about my insurance coverage for prescription glasses purchased online, and Ashley's responses were not only prompt but also incredibly informative. She went above and beyond by taking a moment to verify the requirements for claim processing, which demonstrated her commitment to providing accurate and reliable information.

Throughout our conversation, Ashley's patience and dedication were evident as she diligently checked with the Claims team to ensure the information provided was up-to-date. Her clarity in explaining the timelines for claiming frames and lenses was highly appreciated, and she did so with utmost professionalism.

What truly set Ashley apart was her exceptional customer service skills, especially when addressing my questions about the last time I claimed for frames. She was meticulous in confirming my details and promptly provided the necessary information, going the extra mile to ensure I was fully informed about my coverage.

Moreover, Ashley's response to my inquiry about the maximum claim limit was not only informative but also highly beneficial. She provided details on deductibles and coverage percentages, ensuring I had a comprehensive understanding of my benefits.

In summary, I believe that Ashley's exemplary customer service skills reflect positively on Sagicor as a whole.

Her patience, knowledge, and professionalism made my interaction with Sagicor both pleasant and informative.

I genuinely appreciate her efforts and believe that they deserve recognition.

If Sagicor has a formal commendation or recognition program for exceptional customer service, I would like to nominate Ashley. She is an invaluable asset to your team, and I believe her dedication to providing top-notch customer service should be celebrated. Once again, thank you, Ashley, for your exceptional service and for setting a high standard for customer care. I look forward to continuing my positive relationship with Sagicor, thanks to dedicated professionals like you.”

Braveheart Champions Newsletter

16

3. “I initiated a live chat and was pleased to encounter Ashley, whom I had a conversation with previously in that same forum. So as not to ramble on, I will try to make this short: Ashley (whose last name I realize I do not know) is an EXCEPTIONAL Customer Service representative. This young lady has such a special gift. She is skilled at keenly listening to queries (or reading rather), understanding the specifics of the situation and offering intricate details. Her communication skills are outstanding. Speaking with her usually gives an "Ah ha" moment.....you know that moment where life makes sense :D:D... As a trainer myself I tend to pay close attention to these details.

The reason I am so passionate about this is because poor service exists in many corporate sectors; it was therefore shocking to encounter someone as refreshing as Ashley. It is so bad...or good really...that she even answers questions before I ask them because she pours details and explanations that bring enlightenment. I make no joke when I tell you that in the chat I asked Ashley if she was a human..LOL.. to which she replied "Yes, I am. I can give you a call to prove it if you'd like". I do not think I have stopped beaming yet. She made everything make sense in relation to my loan queries. Even the things she did not know off the top of her head, she asked me to hold so she could ascertain correct information from the relevant department.

It is my desire for SAGICOR to not only give her kudos in section meetings but award her and acknowledge her beyond the Customer Service Department. Her face should be on plaque somewhere. She is an incredibly valuable asset to your company. Take it from one on the outside receiving FANTASTIC service from her each time.

So now I know specifically how the interest is being applied to my loan, the rate, the amount applied per day, how payments are applied to interest/principal etc.

Continue to shine bright ASH!! Sagicor did well in choosing you.”

Way to go Ashley! Thank you for all that you do to make our clients feel great about doing business with Sagicor. You consistently deliver exceptional service and turn every interaction into a memorable experience.

Braveheart Champions Newsletter

17

Gaymel Jenkins-Lynch A client called in to share that Gaymel went the extra mile regarding a claim inquiry. She advised that Gaymel followed up constantly while giving her periodic updates until the query was resolved. The customer expressed that she did not know when last she received that type of service.

Great job Gaymel! Keep up the great work.

Allison Kinch A customer said she was brought to tears by Allison’s service. She is disabled and required an urgent policy loan. The client also highlighted that Allison pulled her from a very dark place. She advised that Allison was patient, empathetic and took the time to listen to her.

She was very grateful for Allison’s service as it changed her mood and lifted her spirits.

Allison, your passion and care help us to create unique and satisfying experiences for our clients. This is truly inspiring.

Braveheart Champions Newsletter

18

Akeil Eastmond I am totally impressed by the level of professionalism exhibited by Akeil. He is extremely pleasant.

Your professionalism is commendable Akeil. Keep on shining!

Sharon Wiseman Sharon’s service was great! She is very pleasant.

The service offered by Sharon was excellent. Keep up the great work!

Thank you for making a positive impact everyday Sharon.

Braveheart Champions Newsletter

19

Gabrielle Alleyne I had a very good experience when visiting Sagicor, thanks to Gabrielle!

“I experienced brilliant, fast, attentive, and friendly service from Gabrielle. Excellent job! “ Great first impressions count! Continue to create memorable experiences for our clients, Gabrielle.

Ashley Forde The young lady at the counter was and is always extremely helpful. While, new, she is very knowledgeable and seeks to find out info when she is not certain. Excellent choice for customer service. You need more like her.

I had a great experience with Ashley today.

Customer Experience is about how you make the customer feel. Thanks for making sure our clients feel great, Ashley!

Braveheart Champions Newsletter

20

Joshua Highland I interacted with Joshua who was patient and was able to explain my coverage in detail. I now fully understand the type of policy I have, all thanks to Joshua.

Thank you for your patience and commitment, Joshua.

Rachel Blackman I’d like to commend Rachel Blackman for her excellent customer service when I visited Sagicor.

Cheers to the stars of our Customer Service team. Thank you for delivering excellence, Rachel.

Braveheart Champions Newsletter

21

Rhea Carter Rhea is very attentive and has been commended for providing clients with a warm greeting when they enter the client center and ensuring that their first impression is a great one and that their experience is a seamless one.

Kudos for your outstanding service Rhea. It leaves a trail of delighted customers, and we are here for it!

Randolph Auld “Very exceptional service offered to us, Randolph has a warm personality, and he was very welcoming from the start to the end. I feel so contented and happy I look forward to his excellent service again.”

Fun fact: Randolph was our first Braveheart Champion at Sagicor life!

A big shout- out to Randolph for consistently exceeding our customers’ expectations. Your customer-centric approach is truly commendable.

Braveheart Champions Newsletter

22

Nicole McKetney Nicole was commended for her customer service delivery on a major direct marketing initiative involving Sagicor Bank.

Thank you for your hardwork and dedciation, Nicole.

Tamara David My husband and I would like to bring to your attention, the excellent and prompt service provided by your Ms. David, having encountered an unwelcoming experience. Ms. David sought to make a wrong situation right in a timely manner in which we were most grateful to her. This young lady is an outstanding asset to your organization.

When we drop the ball, it is very important to pick it up and resolve the client’s issue and ensure satisfaction. Thanks for being on the ball, Tamara.

Braveheart Champions Newsletter

23

Kelly Robinson A customer recently visited the office to collect cheques. In delivering the cheques, the client expressed sincere gratitude for the assistance rendered by Kelly Robinson. The client noted, the high level of professionalism, the pleasantries exchanged between both parties, the speedy processing of claims, and most of all, the promise to have the cheques, in the client’s hand by the date promised.

Thanks for delivering on your promise, Kelly!

Braveheart Champions Newsletter

24