What Our Customers Say About SBLI

There’s one measure above all else we use to gauge how well we’re doing our jobs—Total Customer Happiness. Beyond merely customer satisfaction, Total Customer Happiness is what we strive to achieve with every single customer in every single interaction they have with us.

SBLI is easy to work with and my agent is very quick to respond when I have questions.

—Jessica

How do we measure Total Customer Happiness?

To calculate Total Customer Happiness, we use a combination of our Trustpilot Rating and something known as our Net Promoter Score, a measure of how customers feel about us, compiled by an independent third-party company. Together, these two objective sources give us the ability to determine how we’re doing.

Being able to use Total Customer Happiness as a measure of our success is a huge benefit of our being a privately held company—one that today is owned by our policyholders. Because unlike many insurance companies, we don’t have to worry about stock prices—we can just obsessively focus on making our customers (a.k.a., our bosses) happy instead.

To make sure we’re keeping our customers happy, we’ve partnered with a company called Trustpilot. Trustpilot lets people share their unfiltered, unbiased thoughts about doing business with us. We take this feedback seriously and actually use it to continuously improve the way we serve our customers and policy applicants.

Life Insurance Industry

5-Year Net Promoter Score Performance

*Source: SBLI Net Promoter Score based on 2017 and 2018 policyholder surveys. Other carrier scores based on Satmetrix survey, 2013 – 2017.

See what our customers are saying