Experience is Everything

By Sandra Sabourin, Co-Founder & Chief Experience Officer, The Y Agency

Before The Y Agency…

ever existed, I spent years helping people in som many different capacties. Again and again, I noticed the same thing — the focus was always on either products, policies, or prices. Rarely on people.

Somewhere along the way, I realized something simple but powerful:

The experience matters just as much as the outcome, if not more.

How someone feels while making a big decision often determines whether they ever take that step at all. And when the topic is life insurance — something so personal and emotional — that feeling makes all the difference.

That realization became my why.

It’s the reason we created The Y Agency — not just to sell insurance, but to change the experience of getting it.

The Philosophy That Shaped It All

We built our agency around a simple, intentional framework:

Discover. Build. Protect.

Discover what truly matters to you.

Build a plan that reflects your goals.

Protect the people you love most.

Every step of that journey is designed with care. From the first hello to the policy review years later, we want every client to feel seen, supported, and understood. Whether it’s a five-minute call to answer a question or an in-depth conversation about life’s changes, we lead with empathy, clarity, and heart.

What “Experience” Really Means

To me, experience isn’t a department or a job title. It’s a promise.

It shows up in the little things — returning calls promptly, explaining terms in plain language, celebrating milestones, or simply checking in to say, “How are you doing?” long after a policy is issued.

One of my favorite moments is when a client says,

“I feel so much better now.”

That’s when I know the experience worked — not because they bought something, but because they understood something. They gained peace of mind.

Why It Matters

Every family, every policy, every conversation carries a story. Those stories remind me that insurance isn’t just about numbers — it’s about love, protection, and the legacy we leave behind.

The trust our clients place in us is never taken for granted. It fuels my mission every single day: to make sure every interaction feels human, kind, and worth remembering.

Because at the end of the day…

Experience is everything.

And when it’s done with heart, it can change how people feel about protecting what matters most.

About the Author:

Sandra Sabourin is the Co-Founder and Chief Experience Officer of The Y Agency. She’s passionate about creating meaningful client experiences rooted in empathy, education, and empowerment — guiding families to Discover, Build, and Protect their future with confidence.