Getting into an accident is a harrowing experience – from dealing with the initial shock, negotiating and making decisions on the spot while numerous recruiters and tow truck drivers hover over you, to dealing with the consequences of the accident damage.
However, this does not have to be the case. Carefully choosing the right value-added car insurance can make all the difference.
Zakri Khir, Chief Executive Officer of Allianz Malaysia Berhad, believes the solution lies in carefully understanding the importance of comprehensive insurance coverage and choosing services that best suit their needs.
“Anyone who’s been in a car accident will tell you what a painful experience it can be when it comes to claims settlement and on-time repairs. If things get sour, most of the time insurers are seen as the bad guys who seem to profit from the misfortunes of others, ”said Zakri during the Crash, Boom, Bang! Media round table – accidents, vehicle damage and debunking myths today.
“What most overlook, however, is that for us insurers, accidents are a litmus test and we promise our customers that we will be there for them in times of need. Failure to keep these promises is a cardinal sin. It is the insurer’s responsibility to keep its promise to its customers and at Allianz Malaysia we are about getting things right and delivering the services you need when you need them most “Added Zakri.
At the beginning of the year, the Royal Malaysia Police (PDRM) announced that 418,237 traffic accidents had been reported in 2020 despite the Movement Control Orders (MCO), which incidentally also included fewer vehicles last year. At the same time, the Allianz Road Ranger provided roadside assistance to 67,000 customers nationwide in 2020 with an average response time of 30 minutes for towing services in the Klang Valley. Allianz Road Rangers has served 240,000 customers since it was launched in 2017.
Allianz Road Rangers, the free accident assistance of Allianz General Insurance Company (Malaysia) Berhad (Allianz General), take care of the customer’s doorstep from the scene of the accident to the delivery of the repaired vehicle.
The Allianz Road Rangers service was introduced in the Klang Valley in 2017 and has been available nationwide since 2018. It comprises seven touchpoints. It includes a 24-hour helpline support; the Allianz Road Ranger fleet (First Response Bike Brigade and Allianz Tow Truck; Claims Concierge Service; E-Hailing Voucher; Claims Express Authorization and Vehicle Delivery. Each touchpoint is carefully curated to be part of the service to All Allianz General Motor Comprehensive policyholders experience an uncomplicated and smooth claims process. The Allianz Road Rangers fleet currently comprises 190 Allianz Road Rangers tow trucks and 30 bicycle brigadiers across the country.
“Nobody thinks of accidents when they renew their insurance or vehicle tax. Additionally, you want it to be the fastest transaction so you can legally drive again. But the reality is that accidents happen when we least expect them. Therefore, it is important to understand how good auto insurance and the services that an insurer offers can help you in these circumstances. Choosing the bare minimum is never the answer because you are inadvertently depriving yourself of the adequate protection you deserve, ”said Damian Williams, Head of Claims, Allianz General Insurance Company (Malaysia) Berhad.
In order to create transparency and improve the customer journey, Allianz General redesigned its committee of Allianz Authorized Repairers via an electronic tender last year so that it consists of PIAM Approved Repairers Scheme (PARS) workshops.
While the move had an impact, Allianz General now has 195 panel workshops across the country, 49 of them in the Klang Valley. In addition, the company offers a two-year guarantee for repairs to vehicles involved in an accident, including the use of spare parts.
“We keep our workshops at a high level and our requirements are fixed – the best quality and the best service for our customers. So if we receive a legitimate customer complaint regarding defective repair work or incorrect repairs, we will warn the workshop. A second complaint will get them suspended, and a third time we have no choice but to remove them from the board, ”said Sean Wang, Allianz General CEO-designate.
“It may seem like we’re on a hard line, but we’re in the business of protection. There is no margin for error. In this case, we need to protect our customers and ensure not only their personal safety but also the safety and roadworthiness of their vehicles, ”added Sean.
In addition, Allianz General customers can check that their preferred workshop is listed in our workshop, or the company suggests a workshop close to where they live.
Call to Arms: Insurers need to unite to stop motor vehicle damage fraud
During the media roundtable, Zakri also shared how car damage has become a billion dollar ringgit scam in Malaysia. Citing an ecosystem that creates fraud and corruption as one of the main causes, calls for awareness are vehemently and Zakri called other industry players to arms to play their part in ending corrupt practices.
“There are many parties who are monetizing auto damage for their own benefit, amid a cloud of obscurity and mystery surrounding the entire auto damage process that most customers don’t know. This is compounded when customers are unaware of their consumer rights – that your insurer is there to meet your needs, not the other way around, ”said Zakri.
When developing the Allianz Road Rangers Service and its seven touchpoints, the focus was on customer support and minimizing fraud.
“We knew we had to sit back and remove any element or opportunity for fraud and pay real claims. Our customers need to know that we do not accept or condone any devious activity. The entire path of the Allianz Road Rangers from accident assistance, damage claims, vehicle repairs to the selection of workshops is our path to a structured service provision that is visible to our customers, ”said Zakri.
“But fighting corruption alone is lonely, and if we’re serious about real change, we can’t do it alone. We need to find ways to deal with inefficiencies in dealing with fraud. Allianz Road Rangers and the redesign of our panel workshops were our investment in bringing about meaningful change. So I hope other industry players will take this as a call to fight back and join us in this fight, ”added Zakri.
7 touchpoints of the Allianz Road Ranger
24-hour hotline support
In the event of an accident, Motor Comprehensive customers of Allianz General can call 1-800-22-5542.
First Response Bike Brigade
The First Response Unit consists of more than 25 bicycle brigadiers. They serve the Klang Valley and are the first on the scene when a call comes in. The brigadier provides water bottles and basic first aid (if necessary) and accompanies the customer until the Allianz Road Ranger tow truck arrives.
Allianz Road Rangers tow truck
The Allianz Road Ranger fleet has more than 180 branded tow trucks nationwide. The tow truck operators are responsible for towing the customer vehicle to the police station (to display a police report) and later, if requested, to the Allianz General panel workshop.
Claims concierge service at police stations
An Allianz Claims Concierge will be stationed at selected police stations to accompany customers with the filing of the police report and to serve as an orientation aid for the detailed explanation of the claims process.
Customers also receive e-hailing vouchers that they can use to get home from the scene of the accident and back home (where the service is available).
Rapid damage approval
Legitimate claims for internal damage (OD) are checked and approved within 10 minutes.
Customers can choose to have their repaired vehicle delivered to their home, office or a preferred location (within a 30 km radius) instead of picking it up at the panel workshop.
In the event of an accident, Allianz General Motor Complete customers should call 1-800-22-5542. To find out more about the new Allianz Road Rangers service, visit allianz.com.my/road-rangers.
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This content is provided by Allianz Malaysia Berhad.
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