Congratulations to Susan who is retiring mid-October after 20 years with NGL!

“I have been with NGL for just over 20 terrific years. NGL is a wonderful company and it has been my pleasure to be a part of it. Over the years, there have been many changes and challenges that have not only helped NGL grow successfully, but me as well,” shared Susan. “I have had five different supervisors and worked in 14 different cubicles, all while learning and growing within the Claims Team.” 

“I love my job and my coworkers and will miss them very much.”

“Additionally, in my time at NGL, I’ve experienced three letter generation systems, four production systems, at least seven mergers/acquisitions, the beginning and growth of our Preneed insurance business, and growth of the Claims Team from just two people (myself and Ted H.), to over 40 people.”

Susan has held various claims roles throughout her tenure, most recently as our Senior Multi-Line Claims Representative. Her primary role within the Claims Team is handling disability claims and assisting with phone calls from agents, policyholders, families, and funeral homes regarding both disability and death claims. This includes all aspects of disability income and waiver of premium claims review and processing. Susan is currently working on making her transition to retirement as seamless as possible for policyholders, agents and NGL team members.

“She is an excellent representative of NGL and a great source of comfort to our customers.”

Tracy Price, Senior Manager Claims Operations

“Throughout the years Susan has been an excellent representative of NGL. She has been a source of great comfort to our customers on disability and to beneficiaries during some of the hardest moments of their lives. Susan is incredibly knowledgeable and has helped us transition and pay claims on several different systems. Susan has spent countless hours training others and helping them understand how insurance and our various systems work. She will be missed greatly and will leave a legacy of great service as she moves to her next adventure of retirement,” shares Tracy Price, Senior Manager Claims Operations.

During Susan’s tenure, we’ve had many policyholders express their gratitude for the exemplary customer service she’s provided them.

A policyholder wrote to us sharing, “I wanted to take the time to commend Susan in your claims department. It is an unfortunate trend in our globally connected world that people often only register complaints and poor experiences while never making note of those exceptional and pleasant experiences that are a model for others. This letter is to do just that. While contacting NGL to obtain general information regarding a policy held by my ailing father, I had the distinct pleasure of speaking with Susan in your disability claims department. She was not only incredibly helpful, thorough, and ready with answers to my many (and admittedly disorganized) questions, she was also compassionate and kind when she learned of my father’s recent diagnosis of AML. From beginning to end of the phone call, I felt comfortable knowing that I was in Susan’s capable hands. She is a model employee with excellent customer service skills which, in my opinion, should be duly recognized.”

Susan continued, “I love my job and my coworkers, and will miss them very much. After retirement, I plan to spend more time with family, which is increasing again early next year, and work a lot with jewelry making, sewing, redecorating, and maybe even some yard work.”

We appreciate all of Susan’s compassion, hard work and efforts during her time at NGL. We wish her the best of luck as she begins this new chapter!