Your supervisors matter. They lead each team. What ambiance or atmosphere are they creating? Do they encourage their employees? Task masters are not worth employing. Insincerity hurts the team. You need genuine people and accountability. You need to record meetings and have access to them. They need to have an honest, hard-working work ethic and always thinking of how their actions are positively/negatively affecting the reputation of Canada Life.
Give the claims processors a little bump in pay. That job is a daily grind for productivity and accuracy, and they don't get enough recognition.