SLI GRP CUST ADV
Version 3.0
SAGICOR LIFE INC. GROUP (INSURANCE ENTITIES) CUSTOMER ADVOCACY POLICY Version 3.0 Date: February 2026
Customer Advocacy Policy
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SLI GRP CUST ADV
Version 3.0 CUSTOMER ADVOCACY POLICY TABLE OF CONTENTS
1.0
PURPOSE .......................................................................................................................... 5
2.0
SCOPE ............................................................................................................................... 5
3.0
DEFINITIONS ..................................................................................................................... 5
4.0
COMPLAINT CLASSIFICATION ............................................................................................. 6
5.0
ROLES AND RESPONSIBILITIES ........................................................................................... 7
6.0
COMPLAINT HANDLING PROCESS ...................................................................................... 8
7.0
ESCALATION PROCESS ....................................................................................................... 9
8.0
COMPLAINT HANDLING TIMEFRAMES ............................................................................. 10
9.0
MONITORING & REPORTING ........................................................................................... 10
10.0
CUSTOMER REDRESS ....................................................................................................... 11
11.0
DATA PRIVACY & CONFIDENTIALITY ................................................................................. 11
12.0
CONTINUOUS IMPROVEMENT ......................................................................................... 11
13.0
SERVICE STANDARDS & KEY PERFORMANCE INDICATORS ................................................. 11
14.0
TRANSITION.................................................................................................................... 12
15.0
OWNERSHIP AND RESPONSIBILITY................................................................................... 12
16.0
EXCEPTIONS .................................................................................................................... 12
17.0
APPENDICES ................................................................................................................... 12
17.1
Appendix 1 – Sagicor Contact Informa on ....................................................................... 13
17.2
Appendix 2 – Customer Advocacy Form ........................................................................... 16
17.3
Appendix 3 – Regulatory Bodies Contact Informa on ...................................................... 18
17.4
Appendix 4 – Policy Approvals .......................................................................................... 20
Customer Advocacy Policy
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SLI GRP CUST ADV
Version 3.0
VERSION CONTROL Policy ID: SLI GRP CUST ADV 003 Version: 3.0
Title: CUSTOMER ADVOCACY POLICY Prepared by: 1. Tracey Knight-Lloyd, Vice President-Customer Experience, Sagicor Life Inc. 2. The Customer Experience Teams (Life & General Insurance En es) Reviewed by: 1. Chelsie De La Rosa, Policy Development Officer, Group Risk Management Department, Sagicor Life Inc. 2. Danielle Cazabon, Vice President-Group Risk Management Department, Sagicor Life Inc. Approved by: 1. Lynda Gauthier, Chief Risk Officer & Chief Sustainability Officer, Sagicor Financial Company Ltd. 2. Robert Trestrail, President & CEO, Sagicor Life Inc. 3. Paul Inniss, CEO, Sagicor Life (Eastern Caribbean) Inc. 4. Patrick Hinkson, President & CEO, Sagicor General Insurance Inc. 5. Randall Croes, General Manager, Sagicor Life Aruba N.V. NEXT REVIEW:
Customer Advocacy Policy
DATE
May 2025
June 2025/ September 2025
As per Policy Approvals Appendix
February 2029
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SLI GRP CUST ADV
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REVISION CONTROL This Policy shall be reviewed every three (3) years or earlier and revised as needed. Revisions shall be documented and summarised in the table below. REVISION August 2015 January 2023
February 2026
SUMMARY OF REVISIONS Customer Complaints Policy & Guidelines was created and approved by the Board of Directors. The Policy was renamed “Customer Service Quality Policy & Guidelines” and updated to align with current prac ce, consider industry prac ce and improve overall customer experience. A comprehensive review and update was conducted, and sec ons were newly added, combined and/or deleted. The following key changes were made: 1. The Policy was renamed “Customer Advocacy Policy” to reflect industry prac ce. 2. The Scope of the Policy was expanded to include the General Insurance En es. 3. The overall content of the Policy was generalised and detailed informa on was transferred to procedural documents. 4. The following items/sec ons were removed: Reference to assigned roles such as Business Service Quality Officer and Chief Service Quality Officer Guiding Principles for Effec ve Complaint Handling Communica on of Complaints Detailed version of the Complaint Handling Process Detailed version of the Stages of Complaint Handling 5. Updated Sec ons include: Types of Complaints (Sec on 4.2) was updated to include categories covering salespersons misconduct, data privacy and regulatory complaints. Roles and Responsibili es (Sec on 5.0) revised. Complaint Handling Timeframes (Sec on 8.0) revised. VP-CX can assign addi onal me as needed. Sagicor Contact Informa on (Appendix 17.1) was updated to include the different channels for receiving complaints. “Digital channels” was included. 6. New Sec ons: Escala on Procedures (Sec on 7.0) Monitoring & Repor ng (Sec on 9.0) Customer Redress (Sec on 10.0) Transi on (Sec on 14.0) Ownership and Responsibility (Sec on 15.0) Excep ons (Sec on 16.0) Policy Approvals (Appendix 17.4)
Customer Advocacy Policy
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SLI GRP CUST ADV 1.0
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PURPOSE
Sagicor is commi ed to maintaining high standards of service, valuing customer rela onships, and ensuring compliance with regulatory requirements. This policy outlines the process for managing and resolving customer complaints efficiently, transparently, and fairly.
2.0
SCOPE
For the purposes of this Policy, the terms “Group” or “SLI Group” are used to refer to Sagicor Life Inc. and its insurance subsidiaries only, excluding Sagicor Life Jamaica Ltd. Sagicor Life Inc. (SLI) provides certain support func ons to members of the SLI Group; in par cular: Investment Management, Financial Accoun ng and Repor ng, Risk Management, Internal Audit, Corporate Secretarial, Legal and Actuarial Services. This policy applies to the life and general insurance en es within the SLI Group and governs complaints arising from interac ons with Sagicor team members, agents, advisors, brokers, and thirdparty service providers. It encompasses complaints related to the delivery of services, products, claims handling, communica on issues, and other aspects of the customer experience.
3.0
DEFINITIONS
Board or Board of Directors Complaint Complainant Complaint Owner Executive Management General Insurance Entities Investigating Officer
The Board of Directors of Sagicor Life Inc. or any other entity within the SLI Group covered by this Policy. An expression of dissatisfaction or concern by a complainant about the Company’s actions, lack of action, or the standard of service provided. The individual or entity lodging the complaint. The person responsible for assigning the complaint to the investigating officer to manage and resolve. Usually, a Business Unit Head or Leader of the area of responsibility. The highest-level leadership roles responsible for overseeing the operations of Sagicor Life Inc. or any other entity within the SLI Group covered by this Policy. Executive Management is responsible for approval of this Policy. The entities within the SLI Group that offer general insurance business to individuals and companies. A person assigned to investigate and resolve a complaint, acting as the point of contact for the complainant.
Life Insurance Entities
The entities within the SLI Group that offer life and health insurance business to individuals and companies.
Material Errors
Significant errors in service delivery, processes, or products that directly impact customer satisfaction and require corrective action.
Resolution
Formal action taken to address and resolve a complaint, which may be full or partial.
Customer Advocacy Policy
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SLI GRP CUST ADV Customer Relationship Management or CRM Complaint Log
Version 3.0 The system used by the Life Insurance Entities to log, track, and manage customer complaints. A document used by the General Insurance Entities to log complaints when received.
4.0 4.1
COMPLAINT CLASSIFICATION Levels of Complaints Complaints should be classified by level of severity as follows: Urgent Priority: This is a complaint that can have an immediate and severe impact on the Company unless it is resolved quickly. This may lead to financial losses, legal issues or be a long pending case. High Priority: This may or may not have an immediate impact on the business or its reputation but still needs to be handled quickly. Medium Priority: This type of complaint may lead to an unhappy customer and to minor financial losses. Low Priority: This has a low impact on the business and no grave consequence on the financial losses and retention of a customer.
4.2
Types of Complaints Complaints are also categorized to ensure effec ve repor ng and resolu on. The key categories include: Claims: Issues with claim processing, reimbursement delays, or denials. Service: Complaints related to service quality, delays, or unresponsiveness. Product: Complaints regarding dissa sfac on with or the suitability of an insurance product. Inaccuracy: Complaints related to incorrect informa on provided to customers. Financial: Complaints involving financial ma ers, such as miscalcula ons, excess charges, or delays in payments. Sales: Complaints about misleading sales tac cs, high-pressure sales, delays in product delivery, or overall salespersons misconduct. Communica ons: Issues regarding the clarity, accuracy, delivery or privacy of communica ons. Technology: Complaints about online portals, mobile apps, websites, or other digital tools. Also includes complaints about data privacy breaches. Physical Loca on: Complaints about the condi ons or accessibility of physical loca ons. Material Errors: Significant errors affec ng service delivery, requiring inves ga on and resolu on. Regulatory Complaints: Complaints which are submi ed to the Company by a Regulatory body, which may be on behalf of or based on informa on from a customer.
Customer Advocacy Policy
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5.0 5.1
ROLES AND RESPONSIBILITIES Board of Directors The Board of Directors is responsible for ensuring this Policy is approved by Execu ve Management and ensuring that the func ons and responsibili es outlined are carried out by Senior Management.
5.2
Senior Management Senior Management is responsible for overseeing the implementa on of the policy, ensuring effec ve complaint resolu on and repor ng to the Board of Directors.
5.3
Complaint Recipient A Compliant Recipient can be any representa ve of the Company. In rela on to this Policy, they are responsible for: Receiving complaints from clients and direc ng them to the Customer Experience (CX) Team or the Leader responsible for that area; and Sharing the appropriate complaint channels with clients so their voice can be heard.
5.4
Complaint Owner A Complaint Owner (usually a Business Unit Head) is responsible for the following: Providing oversight during complaint management and resolu on; Appoin ng Inves ga ng Officers for complex or unresolved ma ers; and Ensuring complaint resolu ons are completed on me.
5.5
Inves ga ng Officer The Inves ga ng Officer is assigned by the Complaint Owner and is responsible for: Inves ga ng the issue/complaint and determining the root cause; Communica ng with the client and providing regular updates (in wri ng); Recommending or implemen ng a resolu on; and Keeping the CX Case Coordinator updated on complaint ma ers rela ng to Life Insurance En es for CRM logging and closure.
5.6
CX Case Coordinator The CX Case Coordinator oversees and coordinates complaints within the CRM system for the Life Insurance En es. They are responsible for managing complaint entries in the CRM system by tracking melines and upda ng and closing cases.
5.7
Customer Experience Team The CX Team is responsible for: Overseeing the en re complaint process; Ensuring adherence to this Policy; Tracking melines and upda ng and closing cases for General Insurance En where applicable; and
es,
Monitoring and repor ng on complaint trends and recommending service improvements.
Customer Advocacy Policy
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SLI GRP CUST ADV 6.0
Version 3.0
COMPLAINT HANDLING PROCESS
The complaint handling process is structured into five key stages: 1. Receipt Complaints can come through any channel, for example, email, phone, in-person, digital channels, or the website. Complaints should be forwarded to the CX Team (refer to Appendix 1 for appropriate contact informa on) ensuring that each complaint is logged with full details such as client name, contact, nature of complaint, and any suppor ng documenta on. Business Units in the Life Insurance En es who receive complaints for their area of responsibility should work to resolve complaints for their area and log and manage accordingly within the CRM system. General Insurance En dissemina on.
es’ complaints are expected to be sent to the CX Team for logging and
2. Assessment In the Life Insurance En es, the Complaint Owner assesses the issue to determine the level of severity (urgent, high, medium, or low priority) and if needed, the case is passed to the appropriate person or department. On the other hand, the CX Team will assess the level of severity for General Insurance En es’ complaints and forward the case to the relevant Complaint Owner. 3. Inves ga on A er determining the level of severity of a complaint, an Inves ga ng Officer is assigned to progress the resolu on of the complaint by gathering facts and suppor ng informa on. The Inves ga ng Officer’s name should be disclosed to the customer to ensure that the customer has a Company point of contact in rela on to their complaint. 4. Resolu on Once the complaint is resolved, the Inves ga ng Officer is expected to share the final resolu on in wri ng with the client, implement any necessary correc ve ac ons, and confirm the client's sa sfac on with the resolu on. For the Life Insurance En es, the resolu on and client sa sfac on level must also be reported to the CX Case Coordinator to ensure the case is closed in the CRM system. 5. Closure & Monitoring Once the client is sa sfied, the CX Case Coordinator for the Life Insurance En es closes the case in the CRM system. In the General Insurance En es, the complaint resolu on and client sa sfac on should be shared with the CX Team, who will update and close the complaint. The Customer Experience Team shall monitor resolu ons and perform trend analysis to help prevent future complaint occurrences.
Customer Advocacy Policy
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SLI GRP CUST ADV 7.0
Version 3.0
ESCALATION PROCESS
Complaints that cannot be resolved at the ini al stage of inves ga on should be escalated through the following stages, as required: Stage 1 – Ini al Inves ga on In the normal course, the Inves ga ng Officer handles the complaint and resolves it within five (5) business days. During Stage 1, the following should apply: Escalation Trigger:
If there is no resolution by the Investigating Officer within three (3) business days of receiving the client’s complaint.
Escalation To:
The complaint should be escalated to the Supervisor within your Team.
Action:
The Supervisor should review the case status and communicate next steps to the client. The Supervisor should also communicate next steps to the CX Case Coordinator for Life Insurance Entities.
Stage 2 – Escala on to Leader/Business Unit Head If the complaint remains unresolved a er five business (5) days or if the complainant is dissa sfied with the resolu on, it is escalated to the Leader/Business Unit Head within your team. During Stage 2, the following should apply: Escalation Trigger:
If there is no resolution by the Supervisor within two (2) business days of receiving the complaint escalation.
Escalation To:
The complaint should be escalated to your Leader/Business Unit Head.
Action:
The Leader/Business Unit Head should review the issue and reasons for delays and ensure a resolution within five (5) business days after Stage 1 escalation.
Stage 3 – Escala on to CX Leader/CEO/Execu ve Leadership If the complaint is s ll unresolved, it is escalated to the Customer Experience Leadership or the CEO/Execu ve Leader for further review and resolu on. A final decision by the Company will be made at this stage. During Stage 3, the following should apply: Escalation Trigger: Escalation To:
Action:
If there is no resolution by the Leader/Business Unit Head within five (5) days. The complaint should be escalated to the CX Leader/CEO/Executive Leadership. The CX leader/CEO/Executive Leadership should assign additional resources or reallocate the case as needed to drive closure and mitigate risk to the Company’s reputation and/or the customer relationship. An interim update should be provided to the client until a final decision is made. A final decision
Customer Advocacy Policy
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SLI GRP CUST ADV
Version 3.0 should be made within five (5) business days and communicated to the client. The Leader/Business Unit Head must also be informed, as well as the CX Case Coordinator for the Life Insurance Entities.
Stage 4 – External Escala on If all internal efforts fail, the complainant may escalate the issue externally to the relevant regulatory body, the Ombudsman or purse any other legal channels, at their expense and discre on. Refer to Appendix 3 for a lis ng of the Regulatory Bodies in the jurisdic ons in which we operate.
8.0
COMPLAINT HANDLING TIMEFRAMES
The ini al acknowledgment of a complaint is the first formal response the Company will provide a er receiving a customer’s complaint. The acknowledgement is communicated by the team member receiving the complaint and it confirms receipt of the concern, expresses apprecia on for the feedback, and assures the customer that their issue is being taken seriously and will be inves gated. The response me of a complaint refers to the expected dura on between the receipt of a customer’s complaint and the Company’s follow-up or resolu on, where applicable. It sets the expecta on for when the customer can an cipate a full response or update, ensuring transparency and trust in the service recovery process. The name of the Inves ga ng Officer should also be included in this correspondence. LEVEL OF COMPLAINT URGENT HIGH MEDIUM LOW
ACKNOWLEDGEMENT
RESPONSE TIME
RESOLUTION TIME
Within 1 hour
Within 3 hours
1-15 business days
Within 3 hours
Within 5 hours
1-10 business days
Within 1 business day Within 1 business day
Within 2 business days Within 2 business days
1-5 business days 1-5 business days
Note: Complex complaints, inclusive of regulatory/legal issues, should be classified under urgent priority and addi onal me may be required. The Vice President-Customer Experience can assign addi onal me for any level or type of complaint as required. Customers will be updated regularly on the status of their complaints and given new meframes if needed.
9.0
MONITORING & REPORTING
Sagicor maintains a complaint register/log to track all complaints. The register/log includes the following informa on: Complainant’s Details, Nature of the Complaint, Inves ga ng Officer’s Name, Status of the Complaint, Customer Advocacy Policy
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Root Cause Analysis and Trends, and Resolu on Ac ons and Effec veness.
Quarterly analyses are conducted to iden fy recurring issues and areas for process improvement. Reports are submi ed to the Board of Directors, highligh ng the number of complaints, resolu on rates, and root cause trends.
10.0
CUSTOMER REDRESS
If the complainant is not sa sfied with the resolu on, they may appeal the decision. Appeals are escalated to the Vice President-CX or Execu ve Leadership for further review. If the complainant remains dissa sfied, they may escalate the complaint to external bodies such as the Ombudsman or relevant regulatory authori es.
11.0
DATA PRIVACY & CONFIDENTIALITY
All complaints and related data will be handled in strict compliance with data privacy laws and the Sagicor Data Privacy Policy and will be securely stored. Access to complaint data is restricted to authorized personnel involved in the resolu on process, ensuring confiden ality at all mes.
12.0
CONTINUOUS IMPROVEMENT
Sagicor uses complaint data to drive con nuous improvement in service delivery. Informa on can be circulated to staff to ensure they can handle complaints empathe cally and professionally. Root cause analysis is conducted for recurring complaints, and process improvements are implemented to prevent future issues.
13.0
SERVICE STANDARDS & KEY PERFORMANCE INDICATORS
Sagicor measures the effec veness of its complaint handling system using key performance indicators, including: Complaint Acknowledgement Time: Targe ng immediate acknowledgment for all complaints (as outlined in Sec on 8.0 above). Complaint Resolu on Time: Ensuring resolu on within the specified meframes based on complaint severity (as outlined in Sec on 8.0 above). Customer Sa sfac on: Monitoring sa sfac on levels through feedback surveys and follow-up calls.
Customer Advocacy Policy
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SLI GRP CUST ADV 14.0
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TRANSITION
This Policy becomes operational immediately after approval by Executive Management.
15.0
OWNERSHIP AND RESPONSIBILITY
This Policy is owned and administered by the Vice President-Customer Experience who is responsible for its relevance, review and re-approval by Executive Management at least every three (3) years. 16.0
EXCEPTIONS
Any excep ons or changes to this Policy are to be directed to the Vice President-Customer Experience, supported by a full explana on for the request. If jus fied, such excep ons or changes would be forwarded to Execu ve Management for approval.
17.0
APPENDICES 17.1 Appendix 1 – Sagicor Contact Informa on 17.2 Appendix 2 – Customer Advocacy Form 17.3 Appendix 3 – Regulatory Bodies Contact Informa on 17.4 Appendix 4 – Policy Approvals
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SLI GRP CUST ADV 17.1
Version 3.0
Appendix 1 – Sagicor Contact Informa on SAGICOR CONTACT INFORMATION
If a client wishes to raise a concern or share feedback, they can do so through a variety of convenient channels, including: Telephone Email Website Digital Channels Physical Mail Face-to-Face at all Sagicor Offices 1. TELEPHONE TERRITORY
SAGICOR LIFE
SAGICOR GENERAL
Antigua
1-268-480-5511
1-268-480-5555
Aruba
011-(297)-5-823967
Not applicable
Barbados
1-(246)-467-7500
1-246-431-2800
Belize
011-(501)-223-3147
Not applicable
Dominica
1-(767)-440-2562
1-767-448-2181 / 1-767-440-2562
Grenada
1-(473)-440-1223
Not applicable
St. Kitts & Nevis
1-(869)-465-9476
Not applicable
St. Lucia
1-(758)-456-1700
1-(784)-456-1159
St. Vincent & the Grenadines
1-(784)-456-1159
Not applicable
Trinidad and Tobago
800-SAGE (7243)
1 868-623-4744
2. EMAIL Sagicor Life (All territories): servicequality@sagicor.com Sagicor General (All territories): sgi-info@sagicorgeneral.com 3. WEBSITE Available on all territory websites: Sagicor.com/feedback 4. DIGITAL CHANNELS Live Chat (Available on all territory websites): www.sagicor.com (Support Tab or icon on bo om right of website screen) WhatsApp (For all territories): 1-246-467-7243 5. PHYSICAL MAIL TERRITORY Antigua & Barbuda
SAGICOR LIFE Sagicor Life Inc. Sagicor Financial Centre No. 9 Sir Sidney Walling Highway
Customer Advocacy Policy
SAGICOR GENERAL Sagicor Financial Centre No. 9 Sir Sidney Walling Highway St. John’s Page 13 of 20
SLI GRP CUST ADV TERRITORY
Aruba
Barbados
Belize
Dominica
Grenada
St. Kitts and Nevis
St. Lucia
Version 3.0 SAGICOR LIFE St. John’s Antigua Sagicor Life Aruba N.V. Fergusonstraat #106 AHMO Building Suites 1 and 2 Oranjestad Aruba Sagicor Life Inc. Sagicor Financial Centre Lower Collymore Rock St. Michael, Barbados Sagicor Capital Life Insurance Company Limited Coney Drive Business Plaza 4998 Coney Drive Belize City Belize
Sagicor Life Inc. C/o WillCher Services Inc. 44 Hillsborough Street Cnr. Hillsborough & Independence Street Roseau Dominica
Sagicor Life Inc Young Street St. George’s Grenada Sagicor Life Inc C/o St. Kitts Nevis Anguilla Trading and Development Company Limited Central Street Basseterre St. Kitts Mailing Address: P.O. Box 835 Basseterre St. Kitts Sagicor Life Inc. Sagicor Financial Centre Choc Estate
Customer Advocacy Policy
SAGICOR GENERAL Antigua
Not applicable
Sagicor Financial Centre Lower Collymore Rock St. Michael, Barbados
Not applicable
Sagicor General Inc. C/o WillCher Services Inc. 44 Hillsborough Street & Independence Street Roseau Dominica Sagicor General Inc. C/o Whitchurch Old Street Roseau Dominica Not applicable
Not applicable
Sagicor Financial Centre Choc Estate Castries Page 14 of 20
SLI GRP CUST ADV TERRITORY
St. Vincent and the Grenadines
Trinidad and Tobago
Version 3.0 SAGICOR LIFE Castries St. Lucia Sagicor Life Inc C/o Incorporated Agencies Limited P.O. Box 13 Frenches Kingstown St. Vincent Sagicor Financial Centre 16 Queen’s Park West Port of Spain Trinidad
Customer Advocacy Policy
SAGICOR GENERAL Saint Lucia
Not applicable
Sagicor Financial Centre 16 Queen’s Park West Port of Spain Trinidad
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SLI GRP CUST ADV 17.2
Version 3.0
Appendix 2 – Customer Advocacy Form CUSTOMER ADVOCACY FORM
Sagicor Service Quality Form Sagicor seeks to maintain its reputation as a leading insurance company, delivering high quality professional services. Our management and staff respect the right of members of the community to voice concerns with respect to the standard of service that we provide. Your feedback helps us to improve our service to you so that we can make your future experiences more positive. Name of Company: Date of complaint (dd/mm/yr): PERSONAL INFORMATION Title:
/
/
□ Ms. □Mrs. □Mr.
Last Name: First Name: Address Line 1: Address Line 2: City/Town: Country: Email Address: Preferred Contact No.: Other Contact No.: POLICY INFORMATION Name of Policy Owner (If applicable): Policy/Account No. (If applicable): Type of Coverage: INFORMATION ABOUT YOUR CONCERN/COMPLAINT
Your concern/complaint is in relation to:
Customer Advocacy Policy
□Our Service □A Claim □Inaccuracy □A Product □ Financial □Sales □Technology □Physical Location □Communications
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Is it also in relation to a coverage type? If yes, select coverage type:
□Yes □No □Health-Individual □Health-Group □Life Insurance □Motor Insurance □Mortgages □Annuities □Pensions
Do any of the following describe your concern/complaint?
□Delay in claim
□Denial of claim
□Delay in refund
reimbursement
□Efficiency of service
□Poor communication regarding processing □Inaccurate letter of claim
□Product Knowledge
□Lack of professionalism (rudeness, non-
□Inaccurate card
responsiveness, incompetence)
□Coverage clarification
□Delay or no response to calls, emails,
□Inaccurate policy
instant messaging (live chat, Facebook messaging etc)
□Duplication of coverage □Unsatisfactory settlement □Incorrect calculation □Misleading/Inaccurate advice
□Excess charges □High pressure tactics
Other (please specify): Please provide specific details of your concern. Remember to include any relevant dates and times. Please also describe what you would consider to be a fair resolution to your concern or complaint:
AUTHORISATION I authorise the above named company to use and share the information submitted in this form to the extent necessary to investigate and resolve my complaint. Name: Signature: Date of Submission (dd/mm/yr.):
Customer Advocacy Policy
/
/
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SLI GRP CUST ADV 17.3
Version 3.0
Appendix 3 – Regulatory Bodies Contact Informa on REGULATORY BODIES CONTACT INFORMATION TERRITORY
Antigua
Aruba
Barbados
Belize
Dominica
ADDRESS Mrs. Claudette Richardson Superintendent of Insurance Financial Services Regulatory Commission Royal Palm Place Friars Hill Road P.O. Box 2674 St. John's Antigua President Centrale Bank Van Aruba J E Irausquin Boulevard 8 Oranjestad Aruba Chief Executive Officer Financial Services Commission Bay Corporate Building Bay Street St. Michael Office of the Supervisor of Insurance & Private Pension #2 Toucan Avenue Belmopan City Belize Mr. Claudius Lestrade The Acting Director Financial Services Unit Ministry of Finance Financial Centre, 5th Floor
Customer Advocacy Policy
TELEPHONE
1-(268)-481-1193
claudette.richardson@fsrc.gov.ag
011-(297)-525-2100
informationcenter@cbaruba.orgmailto
1-(246)-421-2142
info@fsc.gov.bb
1-(501)-822-3808
agomez@mof.gov.bz
1-(767)-266-3514/ 1-(767)-266-3073
fsu@dominica.gov.dm or lestradec@dominica.gov.dm
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TERRITORY
ADDRESS
TELEPHONE
Kennedy Avenue Roseau, Dominica Grenada
St. Kitts & Nevis
St. Lucia
St. Vincent
Trinidad & Tobago
Executive Director P.O. Box 3973 Grenada National Stadium St. George’s, Grenada The Board of Commissioners Financial Services Regulatory Commission Karibhana Building (2nd Floor) Liverpool Row P.O. Box 898 Basseterre, St. Kitts The Executive Director Financial Services Regulatory Authority 3rd Floor, Financial Centre #1 Bridge Street Castries, St. Lucia The Director Financial Services Authority 2nd Floor NIS Headquarters, P.O. Box 236, Kingstown, St Vincent & The Grenadines Office of the Financial Services Ombudsman First Floor Central Bank Building Eric Williams Plaza Independence Square, Trinidad OR Second Floor Caribana Building Bacolet Street Scarborough, Tobago
Customer Advocacy Policy
1-(473)-440-8717/ 1-(473)-440-6575
angus.smith@garfin.org or garfininfo@garfin.org
1-(869)-466-5048, 1-(869)-467-1019/1591
skanfsd@sisterisles.kn or Kerstin.petty@gmail.com
1-(758)-468 -2999
finsersup@gosl.gov.lc or cleon@gosl.gov.lc
1-(784)-456-2577
info@svgfsa.com
(868) 625-4835 Ext. 2685/2681/2675/2657
info@ofso.org.tt
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SLI GRP CUST ADV 17.4
Version 3.0
Appendix 4 – Policy Approvals APPROVAL OF THE CUSTOMER ADVOCACY POLICY
The signature below represents the approval of Version 3.0 of this Policy by the Chief Risk Officer & Chief Sustainability Officer, Sagicor Financial Company Ltd.: ________________________ Lynda Gauthier
The signatures below represent the approval of Version 3.0 of this Policy by Execu ve Management of the respec ve Companies. This policy becomes opera onal by the Company on the respec ve approval dates below. COMPANY
NAME OF SIGNATORY
SIGNATURE
APPROVAL DATE
Sagicor Life Inc.
Robert Trestrail
February 19, 2026
Sagicor Life Insurance Trinidad and Tobago Limited
Robert Trestrail
February 19, 2026
Na onwide Insurance Company Limited
Robert Trestrail
February 19, 2026
Sagicor Life Aruba N.V.
Randall Croes
February 24, 2026
R. Paul Inniss
February 20, 2026
Patrick Hinkson
February 20, 2026
Sagicor Life (Eastern Caribbean) Inc. Sagicor General Insurance Inc. Sagicor General Insurance Trinidad and Tobago Limited
Customer Advocacy Policy
Patrick Hinkson
February 20, 2026
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