August 24, 2022 – Jade Camps, Senior Manager – In Force Operations
Please note amendment to the email dated 26 May 2021:
The email for approval for the collection of cash by the cashier can be forwarded by the Branch Manager to the following persons: Jade Camps, Marina Whiteman, and Michael Austin.
August 23, 2022 – Jade Camps, Senior Manager – In Force Operations
This is a reminder of the process as it relates to the agent remitting cash payments at the cashier on behalf of their client. Please refer to the below email dated 26 May 2021 regarding the requirements for cashiers to accept cash payments from agents.
• Note that the cashier will not accept cash unless the necessary approval is presented by the agent.
• Note one’s personal assistant should not attempt to remit the cash payment without the relevant pre approval to do same.
May 26, 2021 – Jade Camps, Senior Manager – In Force Operations
Please see amendments to the below procedure in yellow highlight where transactions were added to the exception list.
Be reminded also that additional functionality will be available soon on MPOS which will be shared at a later date. This procedure will be further amended at that point.
Pay attention to the requirement of an explanation for the receipting of cash, we’ve noticed many instances where no reasons are shared. We also encourage you to ensure Future Payment Methods are in place and the clients are made aware of our online portal for payments and specific transactions.
1. Before collecting cash and proceeding to the cashiers, all Agents / Sales Representatives must seek approvals from their Branch Managers.
2. Once the Branch manager approves, he/she will forward an email of the authorized approval.
To: Andre Redman and Jade Camps
Cc: Shinell Thompson and Nesha Harris
This email should indicate the following:
3. On receipt of the email from the Branch Manager, either Mr. Redman or Mr. Camps will forward, giving their approval to the respective RSC Team Leader, copying Branch Manager and Agent.
4. The Agent can now proceed to the Cashier to process after all the above steps have been performed.
Please be informed Cashiers will not accept any Cash unless the approvals are obtained.
Note: The following are excused from the above process and will continue to be accepted at the Cashiers.
May 6, 2021 – Andre Redman, VP Sales
Dear Life Guardians,
Please see the below communication previously circulated in October 2019.
Agents are reminded that they are not authorized to accept cash from clients. Clients are to be redirected to an RSC to remit cash payments.
You all are also reminded that the MPOS machines will discharge if not used for two (2) weeks.
The GGLDC website is equipped with the relevant training material for agents to familiarize themselves with the use of the machines, as necessary.
I have also attached the following communication previously circulated on MPOS usage for your attention.
1. MPOS Launch
2. MPOS Transactions - Not Reconciling Policy Numbers
3. Empowering our Guardian Seals via MPOS/Premium Pal
Dear Life Guardians,
Over the years, our clients have benefited greatly from the Individual Personal Investor product. This product has continued to allow our clients to top up their retirement savings, in excess of amounts provided for with tax benefits legislations. As a company, we try our best to provide our customers with top-notch products, that will meet a variety of their needs.
Unfortunately, while we have witnessed the benefits to our clients over this period, the reality is that the policy in the main continue to be sold as an investment short-term savings product contrary to it’s intended purpose.
As we know, each product that we sell, must be beneficial to the Client, the Agent, and the Company. This promotes a healthy cycle of business in adequately meeting the needs of the recipients of our services, our dedicated service providers (Sales and Administrative) and the wider community. With the mis-selling of this product, the company continues to experience a significant loss in profitability. We have attempted to mitigate this loss over the years; however, these strategies have not been sufficiently effective.
As a result of the above and in attempt to preserve the lifespan of the product as opposed to cancelling the sale of same, it has become critical that we make changes to the product.
These changes take effect from September 1st, 2022, and are as follows:
2. There will be no commissions paid on new lump sum premiums effective September 1st, 2022, or after, regardless of the policy issue date.
3. There will be a cap on agent’s API credits for all IPI policies sold.
4. All retrospective credit earned up until August 31st, 2022, remain unchanged.
5. There will be no Bonus or Convention Credit.
(Please note that these changes in no way affect the benefits to our clients who wish to purchase this product as part of their total needs planning).
Further to the above, the sale of our Student Opportunity Saver (SOS) product, will be suspended effective September 1st, 2022, pending a further review. The sale of this product has been significantly reduced over the years and we want to ensure that we are able to meet the needs of the clients as effectively as possible.
On a more positive note, I am pleased to advise that we would soon be launching the following to our line of products.
2. A revision and repricing of the S.P.I.A. (single premium individual annuity) product, with the goal of making it far more competitive with commissions rates and the like remaining the same.
Life Guardians, I recognize that these changes will significantly impact our business as we realign our sales strategies, individually and as a company, however I am confident that we will rise to the challenge of ensuring our customers’ needs are effectively managed and satisfied. I would like to thank you for your continued support as we continue to BOUNCE TO SUCCESS.
SMS messages will be sent to our customers for the following transactions from the June 08, 2022: (sent by Rosanna McPherson | Manager, Customer Service – June 8, 2022)
Any questions can be directed to the following:
GLOCITMORequests@myguardiangroup.com
SMS messages will be sent to our customers for the following transactions from the May 04, 2022: (sent by Rosanna McPherson |Manager, Customer Service – May 3, 2022)
At this point these reminders will only be sent for Individual Life and Pensions (Trinidad).
SMS messages will be sent for the following transactions from the February 21, 2022: (sent by Jade Camps |Senior Manager, Inforce Operations – February 18, 2022)
Please note that Agents will also be alerted via email when an SMS was sent to their client.
Any questions can be directed to the following:
Team Guardian,
It is my pleasure to announce yet another innovative client offering coming out of our Transformation effort. Effective today, Tuesday 9th November, 2021 Guardian Life will be launching its Digital Insurance platform. A platform that is geared towards providing another value-added service to new customers in a seamless manner.
Our entry into a digital sales space is intended to connect us with a segment of the market that prefers to conduct their business online plus allow us to engage with an expected younger demographic that will become our future referrals and clients over the long term.
We are starting with an offering to clients who may be interested in basic insurance coverage with no underwriting requirements.
This new platform will allow customers to access only our Express Life product offering at this time. Customers will be directed to the company’s website and with a few simple clicks they can have some level of protection.
This is one of our initiatives that is expected to assist the team with increasing sales using one of the less frequently used products.
Some key points to note are that:
I encourage you to look out for further updates as we continue to transform into an organization that is increasingly known for technological innovation in financial services on the global stage.
Anand Pascal | President
Guardian Life of the Caribbean Limited
Dear Guardians,
It gives us great pleasure to announce the appointment of Andre Redman to the position of Vice President Sales effective January 1st 2021.
Andre has been with Guardian Life for the past 7 years and has steadily progressed through the organisation in areas where his expertise has added tremendous value.
From inception, he was able to make his indelible mark on the Client Acquisition team, where he built a reputation for himself by streamlining processes to ensure quality internal customer service and compliance with established benchmarks. After just 2 years his journey with Sales Operations began as a Senior Manager.
For 3 years his achievements included the development and launch of the Sales Pal tool and the Guardian Group Learning and Development Centre, which were key to the training and development and management of all levels of our sales teams. His performance management work continued here as he was tasked with leadership of the organisation’s Unit Managers from this point onward. Andre’s ascension continued in 2018 when he became the Vice President – Sales Administration Department. In addition to his role in streamlining reporting processes and development of performance management strategies ,“Batch”, as he is fondly called, led the charge in areas that included regulatory compliance for agents, management of agent production, compensation and persistency, as well as fraud management and new recruit on-boarding. GLOC’s Unit Managers can attest to how appreciative they remain to this day for his consistently supportive leadership. The Executive Team of Guardian Life also has insurmountable gratitude for the fresh perspective that Andre’s addition to the team has brought.
He is known for being someone who “gets it done”.
Andre Redman is a life insurance and management professional with close to 2 decades of experience in a variety of industries including, but not limited to, the military and telecommunications. His track record speaks to successes in many areas such as performance management, training and development, customer relations, team building and retention strategy. Outside of holding an MBA in Leadership, Entrepreneurship and Innovation from Anglia Ruskin University, many persons are unaware that he is also CompTIA certified and possesses a certificate from a Train the Trainers module of the Caribbean Border Enforcement Training Workshop through the Canada Border Services Agency.
Andre’s new role encompasses not only the roles that he was responsible for over the past 5 years but now extends to areas that include Sales Performance Management and working with our Branch and Agency Managers across all territories to create strategies that will assist the organisation in achieving its short and long-term business goals. Andre Redman continues to serve at Guardian Life, supporting Group strategies whilst introducing new strategies to further enhance operations and increase production. He will undoubtedly steer our Sales Team in a direction that will further cement Guardian Life’s position as a regional market leader.
Congratulations to Andre Redman on his new role! We look forward to seeing even greater things coming out of his area.
Flexiterm
• New FlexiTerm premium rates will be available on SalesPal from Monday May 25.
• The new minimum sum assured will be $200,000 TTD / $50,000 BBD.
• The new maximum issue age for Term to 85 policies will be age 74 (previously 69), subject to a maximum total coverage of $2,000,000 TTD / $700,000 BBD for policies issued to customers aged 70 and above.
• Customers who have purchased a policy within 3 months of the launch date (i.e. February 25 or thereafter) will be eligible to switch to the new rates. They will have up to 3 months from the launch date (until August 25) to switch to the new rates, with no further underwriting, provided the sum assured remains the same. Commissions and overrides for these policies will be adjusted accordingly to reflect the new premium rates.
• Any existing quotations will be honoured for 1 month.
Xpress Life
• The sums assured available for Xpress Life will be updated from Monday May 25. Xpress Life will now be available for sums assured of (TTD) $100,000, $200,000, $300,000, $400,000 and $500,000.
• As a reminder, Xpress Life is a limited pay, whole life product with no medical underwriting required (customers are however required to complete a questionnaire consisting of 5 questions).
• Premiums are paid for 20 years. The policy may be surrendered for a full return of premium in the 21st year only. No other surrender values are available.
• Any existing quotations will be honoured for 1 month.
Please reach out to the Pricing and Product Development team via the GLOC Actuarial mailbox for any further guidance or clarification that may be required.
The Digital Sales Process officially launched effective May 1st, 2020. This digital process removes the restriction of interacting with our clients and allow us to complete the entire sales process digitally, inclusive of digital signatures.
Since the way we do business has changed and this is the new normal, we must embrace this new process if we want to remain relevant in this rapidly evolving business environment. You are encouraged to utilize all the new tools and training material that has been provided in our virtual training programs, as well as our recently updated GGLDC web platform.
Please reach out to our support teams as well as our training division for any further guidance our clarification that may be required.
Guardian Life’s Online Portal is LIVE as at April 20th, 2020. Clients now have an even greater ability to transact business with us remotely.
The portal can be accessed at:
https://myguardianlife.myguardiangroup.com/
OR
Via the Group’s website at (In the top right hand banner ad, there is a clickable box labelled “Pay Life Premium”):
http://trinidad.myguardiangroup.com/guardian-life-of-the-caribbean/
Three (3) easy steps for customers to make life premium payments regardless of physical location.
Step 1: Sign Up (a verification code will be sent to complete the process and secure access)
Step 2: Log on to MyGuardianLifeOnline Portal
Step 3: Proceed to browse and transact business with us
| Client Benefits | Organizational Benefits |
| Quick and Secure Renewal Payments | Reduced client interface which is critical in light of the ongoing pandemic |
| Real time policy status information | Faster account settlements |
| Ability to update personal contact information | Ability to collect payments 24/7 |
| Contact Us | Enhanced payment security |
| Reduced administration and reconciliation |
Sign up and utilize these great services as our greatest Ambassadors are always our internal customers!
Temporary Suspension of Flex Accumulator Product with Immediate EffectThe Central Bank of Trinidad and Tobago (CBTT), whilst acknowledging that the Flex Accumulator Product was previously approved for sale, has changed its decision on the classification of this product as an annuity contract. The communication mandated the immediate stop of marketing and selling new Flex Accumulator business, pending resolution of the matter.
The product will be removed from SalesPal by the end of the business day on Tuesday April 21st, 2020.
Note: This decision does not impact existing Flex Accumulator policies.
-Some insurance services have been designated essential by the Government of T&T in the “lockdown” during the period 30th March – 15th April.
The insurance services deemed essential are:
-Administrative services, e.g. payment of claims, processing of premiums etc.
-Note: Sales and branch operations have not been deemed essential.
Customer service centers will be opened, however, kindly remind clients that we are capable of processing all transactions remotely either via email, through our websites or over the phone.
We are aiming to conduct the vast majority of our transactions remotely, therefore while we may be operating remotely, our working hours for persons operating remotely would generally remain as normal (8am to 4pm), subject to the acknowledged challenges of trying to operate from one’s home.
-Lapse period increase from 90 to 180 days. However, encourage clients to pay their policies on time and up to date as this will provide a buffer in the event of extenuating circumstances.
-Hold on claw backs for policy non delivery. Clients being able to sign electronically is a process currently being worked on.
-First premiums can be paid via credit cards
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GLOCSalesLD@myguardiangroup.com Michelle Havelock - Senior Manager - Sales Learning & Development |
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| Executive Approvals | |
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