ICWI Coverage Jan - Jun 2021

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”