2018 Year-in-Review

New vehicle sales in the Canadian automotive industry came in at 1.985 million this year - the second highest sales on record after a record-breaking year in 2017. It was also another exceptional year at LGM. Scroll down for a recap of our 2018 highlights.

LGM in Numbers

ANOTHER RECORD YEAR

Annual sales growth.

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increase in operational revenue

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total policies written

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increase in policy count

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in assets under investment management

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paid out in claims

OUR PARTNERS DRIVE OUR SUCCESS

We are proud to work with these distinguished automotive brands and partner with more original equipment manufacturers than any other provider in our market.

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SUPPORTING A SUSTAINABLE FUTURE

LGM is proud to have played a key role in moving Canada's first retail hydrogen fueling station from concept to construction.

OUR STRATEGIC OBJECTIVES

We measure our corporate health by four key pillars:

Engaged Employees

Our employees embrace the values, vision and culture of LGM and are motivated to move the business forward.

Profitable Growth

We take calculated measures to ensure our growth is logical and sustainable, with a positive impact on the bottom line.

Service Excellence

We continuously improve and innovate to anticipate the needs of our customers and provide exceptional outcomes.

Social Responsibility

We actively engage with charitable campaigns and support community work for the betterment of the world.

INDUSTRY LEADERSHIP

In 2018, we were recognized for business management, culture and exceptional levels of customer satisfaction.

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PARTNERSHIPS & INNOVATION

New initiatives continue to drive us forward.
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Launched online claims and self-authorization capabilities for our dealer clients on the HUB.

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Launched a new field team to ensure dealer service representatives have a top-notch experience with LGM’s ongoing advancements.

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Teamed up with Genesis Motors Canada to provide an expanded suite of branded protection products. We executed our first FSO digital retailing project with Genesis, kicking off our ongoing journey to include the FSO in digital retailing.

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Launched the successful integration of Dealertrack Canada and the HUB to simplify the sales experience.

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Joined forces with Carfinco Financial Group Inc. in the non-prime financing market.

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Hosted an OEM forum where we gained valuable insights into what matters to our partners and how we can best serve their future needs.

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Designed and launched prepaid maintenance, a new product that increases customer retention and improves the ownership experience.

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Redesigned Mechanical Breakdown Protection, Appearance Protection and Loan Protection to better meet our customers’ evolving needs.

WE CELEBRATED OUR 20th BIRTHDAY

It’s been an incredible journey to becoming your financial services office solution since opening our doors in 1998.

WE TAKE PRIDE IN OUR COMMITMENT TO SERVICE EXCELLENCE

Nation-wide bilingual claims, dealer support and sales network.

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185,908 total customer service calls received

73,751 total claims processed

76% of all claims received a decision in one hour or less

93% of dealers say we meet or exceed their claims service expectations*

95% of dealers say we meet or exceed their sales service expectations*

*Dealer Satisfaction Index (DSI) – 2018 survey score; J.D. Power 3-point scale.

NATIONAL SALES TEAM THAT SPANS THE COUNTRY

Our dealer development managers are CSP-Certified and cover every province, with the sales expertise and product knowledge to provide personalized support for our entire dealer network.
VANCOUVER, BC
OAKVILLE, ON
MONTRÉAL, QC



LGM IN THE SPOTLIGHT

We made headlines in 2018 as a trusted industry voice and progressive thought leader:

“Disruptions transforming the F&I market”
Canadian AutoWorld, October 2018

“Adapting to the modern consumer”
F&I Industry Insights Blog, November 2018



“Talking transparency”
Canadian AutoJournal, November 2018

“Personalized F&I”
Canadian AutoWorld, March 2018

“Canada’s clean energy future”
Canadian AutoJournal, August 2018

WE ARE PASSIONATE ABOUT GIVING BACK

Together, our employees donate thousands of hours every year to deserving charities and organizations in every province.

7,119

hours of employee volunteer time in 2018

Distracted Driving Campaign

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In March, the auto industry united their communities around a critical cause in a big way. Thanks to the efforts of participating dealers, sponsors and media, our giving back distracted driving initiative far exceeded our expectations following our 2017 campaign:

479

participating dealerships across the country

27,850+

pledges against distracted driving from dealership customers, staff and supporters

Our 2018 Campaign was generously supported by Sovereign General Insurance Company, The Co-operators, Canadian AutoWorld, Canadian AutoJournal and Autosphere.ca

MESSAGE FROM ADAM HILL, CEO

As LGM embarks on another year, we reflect on our accomplishments and the people and partners that contributed to our ongoing success in 2018.

We saw increasing diversification in the automotive sector and LGM continued to embrace the disruption facing our industry, from evolving consumer expectations to new mobility models and everything in between. With few more urgent and compelling issues than climate change, it’s notable that these emerging trends are critical to achieving both the technological and behavioural changes needed to meet our country’s emissions reduction target – something that LGM remains committed to working towards.

The launch of Canada’s first hydrogen refuelling station was a memorable milestone in 2018, as it marked the beginning of a new chapter for the Canadian automotive industry. This breakthrough event demonstrated that collaboration is the key to bringing innovative, sustainable technology to the Canadian market, and we’re particularly proud of the role we played in bringing the station to life with our dedicated partners.

Another big focus for LGM in 2018 was the move to OEM-like claims management. As we roll out online claims, self-authorization and automation in the HUB, we continue to make it easier for our dealer partners to serve their customers better.

We’re honoured to work in partnership with a number of exceptional automotive brands and we continue to strengthen those relationships by anticipating new trends, designing innovative products, and offering an industry-leading customer experience.

Of course, the employees at LGM are the true drivers of our success – bringing innovation, determination and exceptional service standards to the work they do every day. Thank you to all of our people, partners and suppliers for another outstanding year.

Adam Hill, CEO