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 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
Business Analyst MAPFRE MEXICO
The pandemic made us stop to think about and appreciate what is really important.
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.
Customer Service Executive MAPFRE PERU
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.
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.
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
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.
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.
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.
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
Customer Service Executive MAPFRE Peru
This experience has helped us be more tolerant and more understanding of others.
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
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.
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
Customer Service Executive MAPFRE PERU
I was encouraged by the fact that I could help the customers I serve.
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
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.
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
Tender Coordinator MAPFRE Mexico
With the support and safety measures it provided, MAPFRE gained the trust of its employees and customers alike.
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.
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
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.
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
Customer Advisor MAPFRE Spain
A huge thank you to each and every one of the colleagues that are part of our big family.
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.