Customer service available virtually via Sagicor "eConnect"

April 08, 2021

The COVID-19 pandemic has drastically changed the way in which institutions look at transacting business and interacting with their clients given the prevailing health and safety protocols, which are expected to be in place for the foreseeable future. 

In response to this environment, leading insurance and financial institution, Sagicor, continues to fast-track its plans surrounding the development of digital tools and platforms, for the purpose of providing clients and other stakeholders with convenient and easy to use alternatives. 

The company recently launched a virtual customer experience service “eConnect”, giving clients the ability to engage customer service representatives ‘face to face’ from the convenience, safety and comfort of their own home, or anywhere they choose. This is facilitated by visiting and booking  an appointment based on the clients’ preferred time. The client then receives an email confirming the date and time, following which they simply need to log on using the link sent via the confirmation email.   

During the virtual meeting, clients will be able to transact any business that they can at a Sagicor office, such as matters related to life and health insurance, mortgages, pensions and investments, or any of the company’s products and services. All that is required is a mobile phone, laptop, or tablet, along with a reliable internet connection. 

Paul Inniss, Executive Vice President & General Manager for Sagicor Life Inc, said the development of this service was always on the cards, noting that advances in technology have allowed the company to continue its pursuit of new and innovative approaches to conducting business. However, the ongoing COVID-19 experience resulted in priorities being shifted, with medium-term strategic initiatives such as this being brought forward as immediate necessities. “Every year we look at finding ways to enhance the customer experience, with ease and convenience being at the top of the list of objectives we seek to achieve. From the onset of the global pandemic we quickly put our focus on ensuring that we could continue to deliver on our promise to our clients, whilst ensuring the safety and security of our team members and valued clients. This meant providing alternative channels through which clients could conduct business with us.”. 

Immediate moves were therefore made to provide a wide range of online options for the payment of premiums, while the company sought to acquire banking details for all its clients to facilitate the direct deposit of pensions and other insurance benefits to their accounts, thereby removing the need for individuals to venture outside to collect cheques.  
eConnect is a part of the roll out of Sagicor’s digital tools, having recently launched WhatsApp for business and upgraded its Sagicor Go mobile app. “The launch of this Virtual service not only provides another online option for our clients, but also gives them the opportunity to have our knowledgeable representatives walk them through how to use and get familiar with these various options, especially for those individuals who are not technologically savvy”, said Inniss.