Our customer service approach
A question of style
As brokers, we can choose between two very different ways of working: we can either process each transaction separately, or examine it with the client's overall needs in mind.
At Le Groupe Lanthier Assurances, we favour an overall approach in which every need is examined in context. Every decision takes into account the many variables unique to each client. Every transaction is seen as part of the whole.
In other words, we proceed methodically.
The advantage of this approach is that it allows us to direct our clients toward the choices that are best suited to an overall strategy - one that is personalized according to each client's goals and resources.
So when we start a new business relationship, the first thing we do is assess your overall situation and objectives. In the longer term, we perform regular follow-ups to update our information. This means the products and services you choose always reflect your current circumstances.
For example, in the case of financial services, we begin with a review of your current situation in order to help you
- determine in which investor category you belong,
- identify your objectives, and
- find the best way to reach them.
We believe this is the only way to develop a consistent strategy!
More on our approach
"Our job is to respond as well as possible to the needs and objectives
of each customer, by offering them the best choices available within their budget.
The better our customers keep us informed of changes in their
situation, the better we can do our job."
Denis Lanthier
We offer essential decision support!
When you consider purchasing a financial product or an insurance policy through Le Groupe Lanthier Assurances, the first thing we do is assess your overall situation. We go over your mortgage, life insurance, RRSP, etc.
This is particularly important if we're meeting you for the first time.
We then review the products and options we think best fit your situation and invite you to make your choice according to your priorities.
Once you've taken your decision, we don't consider our mission to be completed. For example, experience tells us that a few weeks after issuing an insurance contract, many details fade from most people's mind, which is only normal.
That is why in certain cases you will receive a follow-up letter outlining the main decisions you've taken.
We consider it important to invite you to periodically re-evaluate the solutions that you have chosen, in case there has been a change in your situation. This allows us to keep you informed of the evolution of the market, as the case may be.
Consider insurance, for instance: barring specialists, there is a tendency to believe a policy covers "everything" or almost. But that belief is usually far from the truth. A company may have declined "earthquake" or "sewer back-up" options. And then April comes along, accompanied by torrential rain…
In terms of insurance products and financial services, being well informed and well advised helps shelter you from unpleasant surprises.
"It's often when someone explains to us what a product does - and especially
what it does not do - that our eyes are opened."
Denis Lanthier
