Hi, my name is Angela Russell, I am a registered insurance broker, working with the service team in our North Bay branch.

Chris was an internet customer that I wrote up on June 1, 2008. He was really happy about the fact that he was able to do everything via email as he is military and a very busy man. On July 23, 2008 Chris had an automobile accident; he was travelling on the 401 where there was construction going on- road painting and a tractor trailer was trying to get into Chris’ lane. Chris let the tractor trailer in and figures that the driver fell asleep at the wheel as the trailer began rolling back. Chris reversed so the trailer would not hit him but he kept rolling and hit Chris’ 1988 Ford Mustang, pushing Chris into the vehicle behind him. The third party was charged with careless driving. Chris reported this claim directly to Royal and decided to purchase a new mustang, a 2007 Ford Mustang GT 500 Shelby Convertible.

I provided Chris with a quote on this vehicle and he decided to go ahead with the purchase. In October Chris emailed me to advise he wanted to trailer the car to the USA for some upgrades. I advised Chris that he would have to be careful what modifications were made to the vehicle since many insurers do not like to cover vehicles that have been modified or enhanced for speed. Chris advised of the modifications and I called our Royal & Sun Alliance underwriter and advised them that Chris was planning on changing the suspension, changing the super charger, changing the side mirrors to carbon fiber mirrors, he was also changing spoilers to carbon fiber. The company advised that all of this would not be a problem as the vehicle is not modified for speed she advised that all claim settlements would be on an actual cash value basis only. I advised Chris to keep his receipts and also keep his appraisal on file and we could leave him with Royal & Sun Alliance. He was very happy with this answer and the quick response.

On December 2nd, I received a thank you card from Chris which read:

"Angela

It is not often that I send a Thank You note to people who work in the service industry - especially Insurance but I feel that your excellent service and advice warrants a Thanks from me.

I am sending you some candy that is Xmas themed in colour and I hope you enjoy it. Please accept it as a small token of my appreciation. I must warn you though – they are quite good and addictive!

With that, if I don’t speak with you before the holidays, Have a Merry Christmas and a Happy New Year!

Sincerely,

Chris" 

I was very happy to see that Chris was pleased with our service. - Angela Russell

Hi there, Carole Martin from the Sturgeon Falls branch of Blue Sky Financial Group.

Today, a customer of mine came into the office to see me. He brought me three boxes of Chocolates and a holiday music CD!

He said he wanted to thank me for helping him last September and that he would never forget how much it meant to him. I was touched by the lovely gesture, but a bit surprised by the unexpected gratitude.

You see, last September, this client, who already had house insurance with our firm, wanted an auto insurance quote. I thought I could save him some money and combine his auto insurance with the same company that insured his home through us.

I gathered all the info and worked on his quote. Through discussions with the client, I found out he had an accident on his driving record. I realized that if he switched his car insurance to another company, he would be severely penalized and would end up paying even more than he was currently paying with our competitor. I immediately recommended that he stay where he was for his auto insurance, until his accident no longer affected his record. He was disappointed that he could not switch with us, but he was grateful for the advice.

I never thought more about the encounter, until he showed up today with the gift. I guess he appreciated the fact that I was looking out for him, even if I ended up recommending that he stay with our competitor.

On November 25th, the team members at Blue Sky Financial Group got together to talk about how we could improve our service to you, our valued customer.  

After breaking out into six smaller groups, we asked ourselves these questions: What are we doing right? What could we do better? What should we stop doing? What should we start doing? 

We came up with some new ideas and discussed some items that we could improve on. We also highlighted some of the extra efforts that we try to provide to our clients. 

We will continue to talk about ways we can improve and we’ll keep focusing our efforts on good old fashioned customer service. 

We’d like to hear from you, our customer. What do you think?

What are we doing right?

What could we do better?

What should we stop doing?

What should we start doing?

Feel free to comment here, or send us an email at info@bsfg.ca

We look forward to hearing from you! Thank you.