Table of
Contents 3
Meet Angel
12
New Product Launches
5
Health & Wellness Corner
16
Inspirational Thought
7
ICWI’S 52nd Anniversary & Long Service Awards
17
Staff Movements
How to Stay Positive
2 ICWI Coverage Jan-Jun 2021
Meet
ANGEL Everything Insurance at your fingertips.
Who is Angel? Angel is a new addition to the ICWI family and the first virtual Company. Since the launch of Whatsapp for Business agent to join the team. Angel was created to be the first responder
at ICWI in 2019, we have seen a steady increase in
for customers using the Whatsapp platform and ensures that each the number of customers communicating with the customer is greeted by a welcoming smile and a warm face - part
Company on a myriad of matters related to insurance.
of the ICWI Way. As we all know, Whatsapp is fast becoming the The Company’s goal is to serve the customers as quickly preferred channel of communication between customers and the and efficiently as possible. “Serving you...is all we do” 3
What Can Angel Do? Angel increases the quality and the efficiency of the customer experience as there is no waiting time to communicate with an agent, and conversations can continue over a period of time without the fear of disconnection or being asked to hold. She is also programmed to perform a number of tasks without human intervention such as providing a quote, renewing a policy, or answering general queries. Angel is also able to handle queries fed through connections such as Facebook Messenger and Instagram DM via the Whatsapp platform or direct them to a human agent if necessary. The platform is also multimedia equipped, unlike a phone call, and can facilitate the transfer and upload of documents, images, and videos in real time while the customer is being serviced. Customers are also able to send voice notes as opposed to typing and Angel directs these immediately. Angel therefore aids in the resolution of customer queries much faster and can serve a plethora of
How Does it Work?
customers simultaneously. All that is needed for interaction with Angel is a smart phone and the Whatsapp messenger application. Customers can either scan the QR code shared above or add the ICWI Whatsapp number to their contact listing and start chatting!
4 ICWI Coverage Jan-Jun 2021
Health & Wellness Corner
How to Stay Positive As described by our very own ICWI PRO Petisha Cooper-Dunbar
The last fifteen (15) months have
Unexpected changes can bring about anxiety and unlike the man building his house
shaken up the world in ways previously on the sand, navigating these anxieties will require our emotional, psychological & unimaginable. The changes have forced social well being. As defined by the World Health Organization, mental health refers many individuals and companies to
to “ a state of well-being in which the individual realizes his or her own abilities, can
step outside of our “proverbial” boxes in
cope with the normal stresses of life, can work productively and fruitfully, and is able
order to remain productive and compet- to make a contribution to his or her community”. itive. Remaining positive during challenging times requires mental health.
“Serving you...is all we do” 5
Here are five ways to sharpen your mental health: 1. Breathe -Taking time to ourselves to regroup and simply to exhale and inhale is often underrated. This is however significant to our wellbeing and should be encouraged. 2. Connect - healthy interpersonal relationships promote feelings of belonging and acceptance which can eliminate self esteem issues. 3. Exercise - a healthy body releases happy hormones. 4. Read - although considered cliche, knowledge is indeed power, staying informed brings about confidence. As George R. R. Martin puts it “A reader lives a thousand lives before he dies. The man who never reads live only once”. 5. Set Realistic Goals - climbing the stairs starts with the first step. Keep climbing one step at a time, before you know it you will be standing in front of the door.
“Anything worth having, is worth fighting for…” as such, we cannot expect to stay positive without putting in the work. Should you use the aforementioned steps as a starting point, I believe you should have no issues developing and maintaining positivity in your life.
6 ICWI Coverage Jan-Jun 2021
ICWI’S 52
nd
Anniversary & Long Service Award ICWI’s Anniversary and Long Service
wishes with a very surprised Mr. Lalor.
Awards has always been an event on the
The tributes took many forms, from a
calendar that all staff look forward to
mock polo match, live horses in videos,
with great anticipation. This year as the
to creative songs and dance. The collab-
Company Anniversary approached, no orative effort of the branches and the one ever envisioned that we would still various territories brought a smile to be in the midst of a Pandemic almost everyone’s face. one and half years after the first case hit the Caribbean…….but here we are – and O u r i n - h o u s e a n n o u n c e r, M s . like everything else in life we have had Washington articulately took the viewers to adjust.
through the list of awardees. 2021 saw us celebrating the long service of thirty
The Planning Team decided very early seven employees ranging from five years in the planning stages to pull out all the to Thirty five years. Mr. Dennis Lalor stops to get as many persons in the ICWI gave special recognition to our retirees, Family involved in the Fifty Second Carmen McBean and Monica Ayres Virtual Anniversary which took place who retired from ICWI. on June fifteenth. Following the Long Service Awards, June 15th also marked another very viewers were treated to a bit of enterimportant date – the birthday of our tainment with a very unique rendition of Founder, The Honourable Dennis Lalor. Bob Marley’s ‘Three Little Birds’ . Staff, This year, team members from across departments and branches who chose to the region pooled together to create a
take part, sang in their own special way
video collage to share their Birthday
various verses of this world famous song
“Serving you...is all we do” 7
with the infamous words “Every little thing is gonna Candice Richardson of the New Kingston Branch walked away with be alright”. It was truly a treat to see team members
a double header and surprised everyone winning both the Signature
from various departments and teams get together and Sales Award and the Star Achiever of the Year Award – a feat no one have some fun performing their segment of the song has ever accomplished before. to be shared on our Anniversary Day. The words themselves had special meaning for the Company as a
The evening was full of surprises, and the Profit Centre of the Year
reminder that despite the challenges the world faces at
announcement did not disappoint when Ms. Washington announced
the moment, we will overcome them.
another first……….we had two winners for the Profit Centre of the Year 2020. Both the Mandeville Branch and the St. Catherine
The Special Awards segment was up next – Most
Branches had tied to win the coveted trophy. The excitement and
Improved Agent, Agent of the Year, Signature Sales cheer of these teams could be felt through the Zoom screen as they Leader, Star Awards Winner, and the Profit Centre celebrated in their own branch offices. of the Year 2020. 2021 has started out to be another interesting and unique year. They St. Ann Agents nabbed both Agent awards. Charlene
say it is important to find the good things that come out of bad, and
Green of the Browns Town Branch won the Most
we can certainly say that this year the ICWI Family’s participation in
Improved Agent Award, and the new kid on the block,
the annual Anniversary event certainly felt more inclusive, and despite
Karen Silvera of the Ocho Rios Branch, won the Qubert
being separated by miles of ocean, or the six feet social distancing
Gordon Agent of the Year Award.
requirement, there was a strong feeling of ‘Family’.
Congratulations to all of our
winners! 8 ICWI Coverage Jan-Jun 2021
Employee of the Year
Deandra Mclean “Serving you...is all we do” 9
Runner Up
Christopher Davis
2nd Runner Up
Petisha Cooper Dunbar 10 ICWI Coverage Jan-Jun 2021
Agent of the Year
Karen Silvera of the Ocho Rios Branch
Branch Manager Simone Grant-Clarke presents to Agent of the Year
Star Awards & Signature Sales Winner
Candice Richardson
Vice President Sandra Johnson presents to Star Awards & Signature Sales winner Candice Richardson
Most Improved Agent
Charlene Green “Serving you...is all we do” 11
In keeping with its motto of #ServingYouIsAllWeDo and its long standing reputation as an innovator in the insurance industry, ICWI has continued to find new ways of providing value to its customers. This year, the following products were launched in Jamaica, each with a view to provide clients with the ultimate protection.
12 ICWI Coverage Jan-Jun 2021
Excess Eliminator Excess Eliminator came about quite
Excess Eliminator saves
naturally. It was apparent that in
innocent clients time and
many instances, innocent clients avoid
money – with this product
claiming on their policies due to the
they can claim on their
inconvenience of having to pay an excess.
own policy so that they
For this reason, many choose to wait to
can get back on the road
recover from the Third Party however, as
faster, without having to
we all know, this is not always a quick
pay an excess.
ICWI will do the waiting for them, because serving them… is what we do!
process. “Serving you...is all we do” 13
Comprehensive Complete ICWI’s priority has always been its Policyholders. In February 2021, Comprehensive Complete was launched, offering the ultimate protection for motor clients at the time of a loss. It dots the i’s and crosses the t’s by building the ultimate protection into one convenient bundle.
The new bundle offers the same protection as Comprehensive Plus, with so much more – it also includes Excess Eliminator, a $50,000 Capped Excess and Key Replacement. Designed to offer the best protection to Comprehensive Policy holders, it saves them both time and money.
14 ICWI Coverage Jan-Jun 2021
Travel Insurance The long standing Personal Accident Travel Policy has been replaced with a more robust Travel Insurance Policy. It includes the following benefits: •
Personal Accident
•
Emergency Medical & Air Ambulance Expenses (including repatriation)
•
Hospital
•
Baggage (Loss & Delay)
•
Loss of Passport
•
Personal Liability
•
Air Travel Delay
•
Hijack
Additionally, and very relevant at this time, it also includes limited cover for Covid-19.
“Serving you...is all we do” 15
INSPIRATIONAL THOUGHT by our very own ICWI Pro Shanica Redwood
Start Your Day Right Sometimes, all you need to take you through your day is a SMILE! Yesss! One SMILE can bring you an enormous amount of joy. In fact, it can become an overflowing, heartwarming oasis in a desert of sorrow, depression, and uncertainty. So much so it seems surprising. One might think how can something so quiet and simple be so effective? Believe it or not its potency is proven continuously. I remember being told in one HSB class I attended in high school that it takes MORE facial muscles to create a frown than it does to display a SMILE. It was right there in that moment, I realized that SMILING is precious after all. I've held on to that memory over the years as if A smile gets people’s attention and shows them they are it was tangible and valuable as a stack of cash. If it's even for that fact acknowledged. Whether it comes out as shy as a turtle alone we should try to RADIATE our souls and our environment with
hiding in its shell or as bright and beautiful as the sun
a SMILE! What do we have to lose by doing this? Nothing at all gentle
on a warm summer’s day, it can lift their spirit momen-
people .... nothing at all.
tarily or even instantly give them hope and joy that lasts for an entire day. Be kind to others as much as possi-
You can breathe life into those around you with this powerful tool
ble, you can never tell how it might turn out. Lighten
God has been so kind enough to give us. What are you waiting for to up, don’t always take yourself so seriously. SMILE with use it? Let us be good stewards and show each other some compas- yourself - even at the silly things you do during your sion with a SMILE being at the foundation. Many relationships started daily routines. You can even laugh if you have to, the with one and they led to beautiful destinations. Most of those rela- doctor actually recommends it; as someone rightfully tionships are still ongoing and still being strengthened with SMILES. said, “Smile a while and give your face a rest”. We can all consider ourselves as being indebted to a SMILE or a little chuckle at some point in time. 16 ICWI Coverage Jan-Jun 2021
STAFF MOVEMENTS A warm welcome is extended to the following employees who joined the ICWI family during the period
January – July 2021.
Nastassia Melville
Teddale Simpson
Shavion Wright
Andre Litchmore
Desktop Support Administrator MIS
Desktop Support Administrator MIS
Legal Clerk Legal Department
Claims Clerk Head Office
Jade Biggs
Denisher Powell
Shamika Budhai
Corporate Social Responsibility Old Harbour
Broker Support Representative International Business Development Unit
Broker Support Representative International Business Development Unit
Savanah Linton Trainee CSR Ocho Rios
“Serving you...is all we do” 17
Kemai Martin
Toni-Shae Panton
Loriann Rankine
Andre Atkinson
Insurance Operations Representative Insurance Operations
Paralegal Legal
Trainee CSR Liguanea/Constant Spring Branch
Trainee CSR Mandeville
Odilon Thomas
Keron Humphery
Israel Carrazana
Kristina Ramsarran
Claims CSR Dominica
Trainee CSR Customer Care Centre
Junior Underwriter Cayman
Customer Service Representative Trinidad
Lauren Rampersad
Mayawatie Jaggernauth
Julie Ann Thomas
Accounts Assistant Trinidad
Accountant Trinidad
HR/Compliance Officer Trinidad
Congratulations to Janique Smith
of the Finance Department who was elected to the post of Vice President, Education for the College of Insurance and Professional Studies (CIPS) Club for the period July 1, 2021- June 30, 2022. 18 ICWI Coverage Jan-Jun 2021
Transfers •
Nordia Dobbs – Transferred from the Constant Spring Branch to the Broker Department
•
Shane Hall – Transferred from the Liguanea Branch to the Constant Spring Branch
DEPARTURES It is with regret that we bid goodbye to the following persons and wish them prosperity in their future undertakings: •
Russhane Flemming - Customer Service Representative
Mandeville
•
Lora Rochester - Insurance Operations Executive
Insurance Operations
•
Kadene Montique - Customer Service Advisor
Customer Care Centre
•
Kenneth Marshall - Software Engineer
MIS
•
Michelle Robinson - Manager
International Business Development Unit
•
Shannel Brown - Trainee Customer Service Representative
Customer Care Centre
•
Alicia Hamilton - Paralegal
Legal Department
•
Latoya Wright - Receptionist/Registry Clerk
Mandeville
•
Ramona Crawford - Customer Service Representative
Mandeville
•
Cheyenne Dixon - Junior Underwriter
Cayman
•
Jevon Chapman - Technical Officer
Trinidad
•
Nicola Bharath - HR Officer/Branch Administrator/Compliance Officer
Trinidad
•
Nkosi Andrews - Underwriting Clerk
Trinidad
“Serving you...is all we do” 19
ICWI’s 2020 Retirees
The year 2020 saw two of ICWI’s pro’s bidding farewell as they embarked on their journey of retirement. These individuals were Irma Benny-Maraj of the Finance Department at our Port of Spain office who served for thirty-four (34) years and Carmen McBean of Finance who has served in that capacity for 19 years.
Carmen McBean At some point, one of the most memo-
first name you can guarantee she would
rized extensions in the Finance still refer to you by your last name. Department was Carmen’s. Aside from being the disciplinarian of the depart-
In her 19 years of service, she has gained
ment, Carmen would go the extra mile the respect and appreciation from her to get the job done. As the mother of the
colleagues. Carmen epitomizes dedica-
Department, she was seen reprimand-
tion, loyalty, excellent service and team
ing the younger generation from time to
spirit. The ICWI family extends grati-
time, reminding them of their duties if tude to Carmen for her dedication and she saw it necessary. Her level of cour-
loyalty throughout the years and wishes
tesy goes way back, and it doesn’t matter
her all the best in her endeavors.
how often you would remind her of your
Irma Benny-Maraj Irma has been a member of the GN/ICWI Family
her approachable nature and admired
working with our clients and serving us for the past
her genuine warmth. Irma is also a wife
thirty-four (34) years. Over the years, she held the posi- and mother to three (3) children and tion of Accounts Clerk in our Finance Department at
now that she is off to retirement, plans to
our Port of Spain office. Irma served as the core finan-
devote some much needed time to attend
cial administrative support for the company within this
to her mother.
regard by performing a variety of general accounting support tasks to ensure that the company remained We will surely miss Irma’s presence at financially stable. She executed these tasks in an effi- ICWI. Thank you for your loyal service cient manner and always had a jovial and pleasant
and contribution to the company. We are
disposition about her. There was this eagerness to learn
proud of your achievement. Your loyalty,
new processes whilst preparing herself to be constantly
professionalism and commitment to the
challenged and achieve more. Her colleagues welcomed
success of ICWI will never be forgotten.
20 ICWI Coverage Jan-Jun 2021
HATCH
Congratulations to the following members of staff who welcomed new born babies to their family.
Kaziim
Krystal
Riquelme
Aditya
Son of Sherika Ellison Mandeville Branch
Daughter of Shaneke Richards-Caine Old Harbour Branch
son of Sherece Williams Portmore Branch
son of Gayattree Mohanlal Trinidad
Condolences
Rema Petrona Steele
Our deepest sympathies to the following members of staff on the passing of their loved ones:
It is with a profound sense of loss that the ICWI Family
Marcia Williams, Montego Bay Mother
announces the passing of our colleague, Rema Steele, who made
Terry-Ann Burrell-Mitchell
Mandeville - Father
her transition on Saturday, 29 May 2021. Rema was a valued
Gayon Barrett, Montego Bay
Brother
member of the ICWI Family for over 11 years. A consummate
Wendie Romain, Dominica
Mother
1962 - 2021
professional, dedicated friend and colleague, she will be greatly missed. When someone you love becomes a Our sincere condolences to her husband Robert, daughter
memory, that memory becomes a wonderful
Roxann, son Richard, siblings family and friends.
treasure to always hold in your heart. “Serving you...is all we do” 21
Group Head Office 2 St. Lucia Avenue, Kingston 5, Jamaica W.I. Tel: 876.926-9040-7 876.545.ICWI direct@icwi.com www.ICWI.com @icwi_jamaica
“Serving you...is all we do”
