Trustpilot: What our customers say about us.

If you read our last post “Why we don’t hide anything when you get a quote from us.”, you already know that we genuinely care what people think about us. Seriously, we do. Not simply because it makes us feel all good inside (which it does). But because it’s the best way for us to gauge whether all of us here at SBLI are doing our jobs well.

By the way, simply being able to use customer happiness as a measure of our success is a huge benefit of our being a private company. Unlike most insurance companies, we don’t have to worry about stock prices — we can just obsessively focus on our customers instead.

One of the ways we measure how well we’re doing with our customers is by partnering with a company called Trustpilot. Trustpilot lets people share their unfiltered, unbiased thoughts about doing business with us. Usually, these reviews are great. We’re really proud of ones like these:

Of course, every once in a while someone feels that we could have done things better. And their reviews tend to look like this:

Dear Sarah,

Thank you for taking the time to provide your candid feedback. We’re thrilled that you like your policy, but it was disappointing to hear about the confusion that you experienced while purchasing it. However, I want to you to know that your input is invaluable. Here’s what we’re doing to prevent similar challenges in the future.

1) Establishing a system that proactively monitors our exam partner to minimize scheduling delays.
2) Ensuring that our life insurance professionals identify and consistently use a customer’s preferred means of contact.

Thanks for sharing your experience. If you have any additional concerns, please contact me at 781-994-5408 or via email at svaphiades@sbli.com.

Sincerely,

Steven Vaphiades
Assistant Vice President

Honestly, it hurts to see a customer walk away with a less than ideal experience. But did you notice the reply from Steve Vaphiades, our Assistant Vice President? That’s pretty typical of all our people — they’ll go out of their way to make things right when things go wrong. And we’re working to improve the process based on the feedback we receive. Because in the end, we’ll be the first to admit we’re not perfect. But that’s not going to stop us from striving for perfection. Want to experience for yourself how hard we work to make our customers love working with us? Talk to one of our experienced Life Insurance Professionals at 1-800-630-5000 or through chat Monday-Friday 8:00 am – 9:00 pm, Saturday 10:00 am-1:00 pm ET.