Service Delivery at SMI through COVID-19

Property & Casualty Insurance is much more than the purchase and/or renewal of a policy. More than ever, it represents “peace of mind” and the key to safety and security of our loved ones and those around us. It is for this reason that we choose to support our local health officials and government leaders as they deliver plans to overcome coronavirus (COVID-19).

On March 18, 2020, the Saskatchewan government declared a state of emergency related to COVID-19, and we communicated that Saskatchewan Mutual Insurance (SMI) would be ceasing business operations for two days to prepare a plan that delivers service excellence, nimbleness, learning, and adapting as new information is made available from government and health care providers.

HOW CAN WE HELP?

As SMI navigates the impacts of COVID-19, your experience at SMI may look a little different, but we are committed to partnership with you. Effective March 23, 2020, the SMI Head Office and Service Locations will be physically closed to the public, but we will continue to offer service through digital means. We still want to hear from you and promise to deliver the service and support you’ve grown to expect from the SMI family. Apart from in-person visits to the office, we encourage you to continue to reach out through the same communication channels you are accustomed to using today.

WHAT CHANGES CAN YOU EXPECT?

SMI has chosen to implement a “work from home” protocol during the COVID-19 outbreak in light of social distancing recommendations. We have worked diligently to develop a formal plan of action to ensure that our operations and systems experience minimal impact. As this is uncharted territory for SMI, we acknowledge that there could be reduced response time to inquiries, but the SMI Team is committed to servicing your needs in as quick and efficient manner as possible. It might not be business as usual in the next few weeks, but you can continue to rely on our commitment to be there for you.

COMMUNICATION IS KEY

We expect a level of uncertainty and new challenges as we work through this revised service delivery model, but we promise to provide updates and communications to you in a timely manner through our website. We appreciate your patience with SMI during these unprecedented times. We value our partnership with all of our stakeholders, and we will unite to get through this together.

If you have any questions about SMI’s response to COVID-19 or the steps we’ve chosen to adopt, please feel free to reach out at your convenience.

Rob Jones, BComm, B.A., ProDir™
Senior Vice President, Operations

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