Come in, the door is open

I’ll remember the trust shown by customers who let me into their homes, the value of intermediaries that went to great lengths to get their job done, and the moments that I could finally take off my mask and breathe in the “safety” of my car.

Because the fear, insecurity, or frustration we felt at that time has stayed there, in the past.

At the start, I didn’t think that as many members of the general public would visit the office as usual when we returned, however this increased as people found out that we were open. This shows how much our customers trust us. I should also mention that there was a large increase in burial service requests due to the circumstances, and I saw that customers obtained a greater and better knowledge about insurance thanks to the good coordination of the areas involved.

Ultimately, it’s very satisfying to feel supported in the place where we spend most of our time, and there’s nothing better than offering the highest levels of trust to our customers.

One of the most fulfilling experiences during the pandemic was when I helped one of our insured parties to manage their reimbursement of medical expenses due to COVID-19. The insured party argued that their illness was still generating expenses and they needed cash to pay for their medication.

It is important that we continue with these types of actions to consolidate the trust of our customers, allies, and society as a whole, positioning MAPFRE as a company that provides an excellent service.

Without a doubt, this is tangible evidence of the social responsibility that has always characterized the MAPFRE Group.

It was a difficult period as none of our customers wanted to be without their vehicle in order to avoid contact with others and crowds, and cars were an essential tool to do this. We became even more aware of how important our work is for customers.

We all maintained a positive mindset and held meetings to make sure that all teams were working in line with one another. Distance was no longer a barrier because we used technology to our advantage, and, faced with chaos, we grew. I grew a lot during this period.

It all helped ensure that we could work productively on a daily basis, providing our insured parties, collaborators, and providers with piece of mind.

It was one of the best experiences I have ever had; we were able to protect lives and the personal safety of our customers, transmit a sense of calm with our voice, give someone a hug with a telephone call, provide comfort and do our job to help those who had suffered a traffic accident at such a difficult time.

I think it was a period that not only made us grow, but also made us more compassionate.

In fact, at the height of the pandemic in July 2020, there was a cyclone in the state of Santa Catarina that affected several cities, and we received more than 2,000 claims. Our well-trained team had to change its strategy and adapt to the safety protocols with a fixed customer service point. Despite all the obstacles, the team was successful, and we were congratulated by insured parties and brokers. And, most importantly, no claim appraisers caught COVID-19.

When I arrived, my only job was to answer the continuous flow of phone calls: customers with their daily care reports, questions about insurance coverage during this period, etc.

Thankfully, these bad times passed by without any negative consequences, at least in our office.

The only thing I miss now is seeing all of my MAPFRE colleagues at the office. The phased return is still ongoing.