Full report - SGI Canada

We’re here for the team
Our dedicated employees deserve much of the
credit for SGI CANADA’s success in 2010.
It was a busy year. Summer storms put a lot of
pressure on staff to provide service to customers
and brokers in a timely, efficient and professional
manner. And they did that despite having to deal
with a near-record number of claims – and in some
cases while being victims of disaster themselves.
Our employee response was excellent.
While adjusters volunteered their time to travel
across the Prairies to respond to a multitude of
claims over the summer, the co-workers they left
behind stepped up admirably. Everyday business,
as well as work that got left behind, still got done
and, in most cases, so seamlessly that customers
and brokers wouldn’t have noticed we were
operating with fewer people than usual.
Employees were here for each other and we were
here for them.
An example of that in 2010 was in Yorkton.
The Yorkton area experienced flooding in early
July that many in the area hadn’t experienced
before. Many homes and businesses in the city
experienced some sort of damage from the severe
weather.
Even SGI’s newly renovated Yorkton Claims Centre
couldn’t escape the damage. But quick thinking
had the claims centre staff relocated to higher
ground at the Yorkton Salvage facility within two
days, with phones at the ready. Salvage staff made
room for their co-workers immediately, welcoming
them warmly.
In the midst of all this, many staff at both Yorkton
locations – among others elsewhere – also had
to deal with disasters at their own homes, finding
time to do so in and around helping their affected
neighbours and colleagues. It’s not easy putting
your own crisis aside so you can help a customer
with their situation. Our staff in Yorkton, and other
affected areas, deserve to be commended for their
sacrifice and professionalism.
We’re here for our employees in other ways,
too. Once again in 2010 we were named one of
Canada’s Top Employers – marking the fourth
consecutive year we’ve been bestowed this honour
– for the health, wellness and financial benefits we
offer employees. Other accolades we received,
such as Top Diversity Employer and Top Employer
for Canadians over 40, show how we go above and
beyond to be here for all employees by providing a
safe, prosperous and engaging workplace.
We also listen to employees.
In 2010, we involved staff in the development of
a new corporate plan. We surveyed staff for their
input. We held online chats with the president, in
real time, so employees could have open and frank
discussions regarding the future direction of the
Corporation. We took this input and incorporated it
into the new corporate plan.
As our new vision statement suggests, we want our
employees to be proud to work for us – and, after a
summer like 2010, hopefully pride is the first thing
that comes to mind when they think about
SGI CANADA.
Proud to be an employee. Proud to be part of the
Corporation. Proud of the work they did in 2010.
And they should be. We’re proud of them.
We’re here for them and we know they’re here for
each other.
Karen Klein loves her job.
An adjuster at the Swift Current Claims Centre, Klein is one of a small group of SGI CANADA employees who spring
to action in the summer when storms cause chaos for policy holders. These “storm chasers” are a tight-knit group
who travel all over the province when needed to help each other through busy claim situations.
“You can’t control Mother Nature,” she said. “You can only respond.”
Klein said that she was really proud of SGI CANADA’s response to the storms in 2010. She was impressed with how
employees stepped up to help one another and how well the broker network reacted to the crisis.
But her motivation for putting her job first is about more than an honest day’s work or the feeling of accomplishment.
“I go for the customer,” said Klein. “The customers are in an emergency situation and the sooner that we can get
there and get them looked after the better it works out for all of us.”
She emphasized that a good working relationship with brokers was a very important part of our success. This
cooperation helps brokers and adjusters deal with disasters in an orderly and timely fashion.
But it’s the trust factor brokers build with customers that can really help. Brokers are the point of first contact for
customers; they can answer questions or explain things to clients and be easier to reach during a crisis than an
adjuster in the field. That’s why they’re invaluable to adjusters like Klein in bridging the gap with customers.
“The brokers and the adjusters all have to work together to make things work smoothly and make our customers
happy,” she said. “Anywhere I’ve gone the brokers have been wonderful.”
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