Our Representatives

During a recent visit with one of our policyholders, our authorised Representative, spent time reviewing existing coverage. While doing so, the Representative learnt about some recent changes in the policyholders life and suggested considering adding disability insurance into the overall coverage. This added layer of insurance would help protect the policyholder, it was affordable and was suitable to their needs.

It's something our Representative would do with all of our customers to make sure they are appropriately covered - even as their needs continue to change over time. From assisting with filing a claim to spotting gaps in a customer's coverage, a Representatives goal is to service our customers.

This type of situation isn't uncommon. Very frequently we find that customers' personal situations and circumstances change from one year to the next - which can impact the type of insurance coverage that they need to be fully protected. 

When Combined Insurance Territory Representative - Mandana, called one of her policyholders, she learned that her customer had recently been hospitalised from an accident. The customer had submitted her claim, but due to a language barrier she was unable to obtain her certificate from her Doctor to include with the claim. Mandana knew that this documentation would be needed to process the claim and advised her customer on how she could obtain it from the hospital.

Because of Mandana's assistance, the claim was processed and her customer was so satisfied with the personalised service that she expanded her overall insurance coverage plan.

"She told me immediately that she had a claim that had not been paid."

"In talking to her, she showed me the claim and a letter from our Customer Service Center. The letter explained to her that she needed to send in a certificate from her Doctor."

"Together we called the Doctor. I informed the Doctor about the situation, told him what the policyholder needed, and then I placed the customer on the phone so she could request the certificate from the Doctor. The Doctor told her he would send it to her. With the documentation, she was able to finalise the claim and receive her reimbursement."

"She was so satisfied that she asked for a follow-up meeting to review her current insurance coverage - and realised that she could benefit from a sickness policy too."

Our Territory Representative, Brian, knows more than just his policyholders' names - he knows their stories too. He knows what his clients do for a living and what kinds of needs their families have.

One of his clients is self-employed, and Brian knows that self-employed people have special needs when it comes to insurance. He also knows that if they can't work, they're losing money, which directly affects the family's bottom line. As it turned out, the family didn't know just how important their coverage was until about two weeks after they purchased their accident insurance policy.

"They took our Accident Hosptial Plan for themselves and their two kids. About two weeks later, the husband was out walking in his neighbourhood, it was wet outside. Someone in a car wasn't paying attention, talking on a mobile phone, and they hit him."

 "He was in intensive care for eight days, and confined for several days after that. That scenario might sound ridiculous, but it happens. I get calls once a week from clients who needed stitches, or who had minor injuries, but this was one of the most serious cases I've had. You never know when you might need our Accident coverage, but it's good to have it when you do."