KUALA LUMPUR (Aug 17): Etiqa has enhanced its auto assist programme following the recent liberalisation of motor insurance that is expected to increase competition among insurance providers.
Etiqa said apart from pricing, the other equally important factors that customers will weigh upon include aftersales service, speed of claims processing, and customer support.
As such, Etiqa said it introduced the Enhanced Etiqa Auto Assist programme today, which offers free towing services of up to 200km to the nearest Etiqa panel workshop within Malaysia, Singapore, Thailand, and Brunei, as well as unlimited mileage for those who want 100% of their towing bill paid for.
"The programme features unlimited number of towing services and callouts per year, and provides alternative travel assistance including arrangement of taxi, hotel reservation, or car rental in the event of a car breakdown or accident," said Etiqa in a statement today.
Maybank Ageas Holdings Bhd chief executive officer Kamaludin Ahmad said motorists commonly feel at loss of what to do when an accident happens and such an experience could be daunting for many.
Maybank Ageas is the parent company of Etiqa Insurance Bhd, Etiqa Takaful Bhd, and Etiqa Insurance Pte Ltd in Singapore.
"We have over 1.3 million motor customers in Malaysia who hold 1.5 million motor insurance policies and takaful certificates. We want to eradicate their worries and be with them every step of the way, with the launch of this value-added programme," said Kamaludin.
"The enhanced programme offers an easier way to reach Etiqa using the new Auto Assist mobile application, which is available on both iOS and Android," said Etiqa, adding that the app enables its customers to receive immediate support by connecting with its 24/7 call centre to request for emergency roadside services.
Without having to make calls or wait in queue for service, the app will detect the customer's GPS coordinates and transmit it to the nearest available service provider which will then expedite the auto assist service to the location, said Etiqa.
Upon submission of accident request and details, Etiqa said a notification will be forwarded immediately to the Etiqa Claims Care team, which helps accelerate the claim process should the customer decide to make one.
Kamaludin added that another important consideration to make when renewing or purchasing a motor insurance is that the insurance company will be there to assist during claims settlement.
Etiqa has a team who attend to the Claims Care hotline and Whatsapp line to ensure that customers receive seamless claims experience in times of need. Both communication channels are operated by trained personnel in managing claims, said Etiqa.
"Our award winning claims team is committed to ensuring that your claims are settled fast. With 453 panel workshops, of which 33 are premier graded and more than 300 panel windscreen specialists located nationwide, we are committed to providing approval within 30 minutes for a certain limit of repair claims upon receipt of repair estimate.
"Above all else, Etiqa provides a one-year warranty, or 6,000km, against defects on parts and repair works under its panel repairers," said Kamaludin.
"Apart from offering our customers with innovative protection plans and better pricing model with premiums that reflect their risk profiles, automized back-end processes and customized customer experiences are Etiqa's key differentiators in the detariffed market," Kamaludin added.