TEXT VIOLETA MATEO| IMAGES MAPFRE
Being on duty. We tend to relate this expression to hospitals, emergency services, maintenance, etc., but some employees were also “on duty” at MAPFRE facilities during the toughest days of the lockdown in 2020. In this magazine we have already talked about how we adapted to working from home and dealing with customers, collaborators, and providers remotely, and how we had to start using new tools from one day to the next. But sometimes people had to continue working on site in difficult circumstances, as they did not always have access to digital tools and some services simply have to be provided in person. The LEADING ACTORS of this issue — our colleagues that continued to serve the general public in difficult circumstances — know this all too well. We asked them to tell us in a few words how it felt to work, knowing that they were helping to build a better world.
Mercedes Fuentes Acero

Mercedes Fuentes Acero

Life-Health Sales Advisor MAPFRE Spain

I’ll remember the moments of trust I shared with customers and intermediaries, those sales calls that turned into therapy.

I’ll remember the moments of trust I shared with customers and intermediaries, those sales calls that turned into therapy and didn’t really help me to meet my objectives, but did help someone keep going. That was often my job: providing support so everything didn’t come falling down.

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.

Claudia Sánchez González

Claudia Sánchez González

Business Analyst MAPFRE MEXICO

The pandemic made us stop to think about and appreciate what is really important.

Nobody can deny that the pandemic changed the way we think, our way of life. I don’t know of any company or person that hasn’t changed their habits for the common good. We often get absorbed in our daily routine, and the present slips through our fingers without us realizing it. I think that the pandemic made us stop and think about and appreciate what is really important, and that has made people and companies more conscious and present.

Initially I was a bit reluctant to comply with the safety measures, mainly the number of people that went to carry out procedures, as there were groups of 3 or 4 people per family. Nonetheless, as time went by people adapted to the changes, and they were no longer a problem.

I also noticed a certain level of worry as quote requests for medical expense products increased, as did sales in this line of business.

Guido Ismael Caballero M.

Guido Ismael Caballero M.

Customer Service Executive MAPFRE PERU

I will always be thankful to MAPFRE as the company continues to protect us.

When I was chosen to continue providing in-person service in 2020, initially I was a bit scared due to the circumstances but, thanks to all the safety protocols provided to protect employees, I quickly started to feel safe and supported. I will always be thankful to MAPFRE as the company continues to protect us.

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.

Paulo Medina

Paulo Medina

AUTOMOBILE AND TRUCK CLAIM APPRAISER MAPFRE BRAZIL

We must keep an eye out for changes and stay open to dealing with new challenges in the best way possible.

I have worked as a specialist heavy-duty vehicle inspector at MAPFRE Brazil for 11 years, and I was one of the collaborators that continued to work with the general public in the Central West region during the pandemic. The experience was extremely important, not just because of what we learned about new ways of working, but also because it showed me how vulnerable our old methods are to a previously unknown global phenomenon that continues to affect the entire world to this day. This is why we must keep an eye out for changes and stay open to dealing with new challenges in the best way possible. My participation was certainly essential in maintaining the impeccable level of service for customers and providers.
Mari Carmen Sales Salom

Mari Carmen Sales Salom

Office Director MAPFRE Spain

The most important thing was to empathize with our customers and intermediaries by showing them our support and providing the best service possible

Confusion, worry, hesitation, fear … I wasn’t the only one with all these emotions. Therefore, always with backing and thanks to the office team, we understood that the most important thing was to empathize with our customers and intermediaries by showing them our support and providing the best service possible. Insured parties need us to listen to them and have our full attention, so we got to work and acted as the “on duty” office during the pandemic. Some customers even dared to visit us. At one point, nearby residents brought us coffee to the office to thank us for being there. Our sector fulfills a top-rate economic and social mission, and this responsibility encouraged us to give our best. After a situation like the one we’ve been through, I think I’ll always be proud of the people that are part of this company, which more than lived up to the circumstances.
Nadia R. Carrillo Galván

Nadia R. Carrillo Galván

Multiline Business Specialist MAPFRE Mexico

The fact that MAPFRE’s customers knew they had our support, both in-person and virtually, allowed us to gain their trust. They didn’t even think about who they should turn to because they know that you, we, MAPFRE, were all there.

The pandemic and the resulting lockdown crisis radically changed the way we take insurance to the general public. Insurance companies had to adjust and start using digital platforms to grab people’s attention, convince them, and sell: a real challenge. We had to rely not only on our deep knowledge of the products, but also of the digital tools that will continue to be used in the coming years. This experience has taught me that personalized assistance is the backbone of our services. The way we provide this assistance, whether face-to-face or using a digital tool, should not affect the quality of the service, and much less our company image.

Being on the front line and being scared and unsure makes you think about and value your work and the impact it can have on people that place their trust in you. The fact that MAPFRE’s customers knew they had our support, both in-person and virtually, allowed us to gain their trust. They didn’t even think about who they should turn to because they know that you, we, MAPFRE, were all there. This strengthened my sense of belonging and vocation for service.

Freddy Gamboa

Freddy Gamboa

Territorial Coordinator MAPFRE Mexico

I am very proud to be a part of MAPFRE and to have played an active role in the customer service office.

MAPFRE is a great company that places a strong focus on customers and intermediaries. I am very proud to be a part of the company and to have played an active role in the customer service office providing advice and assistance during such a complex period due to the pandemic.

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.

Kiara Sierra Villanueva

Kiara Sierra Villanueva

Customer Service Executive MAPFRE Peru

This experience has helped us be more tolerant and more understanding of others.

In 2020, we all had to adjust to the new circumstances conditioning our job.

From my perspective as a customer service executive, the first months were very difficult not only due to factors like mobility or our fear of catching COVID-19, but also because we had to deal with very emotional customers. This experience has helped us be more tolerant and more understanding of others.

I would like to thank MAPFRE for making sure that we were safe and making us feel at ease at work by fulfilling all the protocols.

We still take all the precautions. It is a team effort to ensure the well-being of everyone around us.

Alexandre Luiz Hoy Dubiella

Alexandre Luiz Hoy Dubiella

CLAIM INSPECTION COORDINATOR MAPFRE Brazil

The entire team followed all the safety protocols and went to great efforts to continue providing the best service possible to our customers.

During the lockdown, the entire claim loss adjustment team followed all the safety protocols and went to great efforts to continue providing the best service possible to our customers, upholding some of MAPFRE’s principal values: vocation for service and the committed team.

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.

Jhasmin H. Cusihuaman Mescco

Jhasmin H. Cusihuaman Mescco

Customer Service Executive MAPFRE PERU

I was encouraged by the fact that I could help the customers I serve.

t was a real challenge to start providing in-person service to customers, as in some ways you were terrified of catching COVID-19 when dealing with the general public. Nonetheless, thanks to my beliefs I left my fears in the hands of God and was encouraged by the fact that I could help the customers I served. I have been working in the same office for several years, and it was very satisfying to see how many customers dropped by to let us know they were worried about us and were happy to see everything was going well. This also gave me the opportunity to pass on my best wishes for both these customers and their families and tell them to keep faith that everything would turn out fine in the end.

The most popular product at our office was automobile insurance; many people had stopped paying due to the circumstances and wanted to start up again. Never let your fear take over. Be brave and deal with the situation facing you.

Arnóbia Moura Coelho

Arnóbia Moura Coelho

Administrative Assistant MAPFRE Brazil

Transmitting a sense of calm with our voice, giving someone a hug with a telephone call, and providing comfort became some of the best experiences I have ever had.

The pandemic posed a direct risk for our lives, but we had the chance to work both from home and at the office. As we created a work system that allowed us to meet all the needs of our customers and collaborators, I had a unique experience as I always worked in the office.

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.

Alberto Roldán Aceves

Alberto Roldán Aceves

Tender Coordinator MAPFRE Mexico

With the support and safety measures it provided, MAPFRE gained the trust of its employees and customers alike.

Nobody can deny that the pandemic initially created a lot of uncertainty and paralyzed everything when it took us completely by surprise. However, it has also taught us many things, including how to adapt to changes and make the most of opportunities. This is where MAPFRE comes in, as the support and safety measures it provided gained the trust of its employees and customers alike. It was a great boost for us, as it meant we did not stop in our quest to meet our objectives.
Pedro Fischer Szelag

Pedro Fischer Szelag

CLAIM INSPECTION COORDINATOR MAPFRE Brazil

We knew that we could not all be together, but we knew that loss adjustments still needed to go ahead and could not come to a halt.

Even though the lockdown showed me the importance of knowing how to adapt to different situations I was a bit uncomfortable at first, but as a manager I knew there was no other way to obtain results. It is really important that teams have guidance and are prepared to work calmly in order to be successful and have faith in everyone’s abilities. This is how you build trust. We knew that we could not all be together, but we knew that loss adjustments still needed to go ahead and could not come to a halt.

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.

Luis Olariaga Masutier

Luis Olariaga Masutier

Office director MAPFRE Spain

We had to carry on and adapt to the new circumstances, act and take decisions quickly, and stand by the people.

We were suddenly in lockdown, we were confused, frightened, and unsure … we were facing a situation the likes of which we had never seen before. We had to carry on and adapt to the new circumstances, act, and take decisions quickly. The most important thing was to stand by the people.

Communication took on a fundamental role and reached all levels of MAPFRE, as well as our customers. It was an intense period, discovering new ways of working and interacting. We spent hours in videoconferences and adapted our work plans so nothing ground to a halt and we could stay in direct and close contact with our customers.

Then we went back to the office in a ghost town where PEOPLE were key. We all went to great efforts and did an amazing job.

I went back to the office at the same time as my colleague Victor Moreno Mariscal (Company Sales Advisor). The first few weeks were one of the strangest experiences we have had throughout this whole new situation — my journey to and from work became a walk through an “almost ghost” town. There was hardly anybody in the street, just police officers and the civil guard asking where you were going.

José Antonio Tena Pereira

José Antonio Tena Pereira

Customer Advisor MAPFRE Spain

A huge thank you to each and every one of the colleagues that are part of our big family.

Leaving home in the morning to go to work was a strange experience that made me feel a bit uneasy, just thinking that I could bump into this new world-famous figure (COVID-19) between my house and the MAPFRE office.

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.

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