Getting into an accident is a harrowing experience –  from dealing with the initial shock to having to negotiate and make on-the-spot decisions as numerous touts and tow truck operators hover over you, and then dealing with the aftermath of making the accident claim.

However, that does not have to be the case. Diligently choosing the right motor insurance coverage with great value added services can make all the difference. 

Allianz Malaysia Berhad Chief Executive Officer, Zakri Khir, believes that the solution lies with car owners being diligent in understanding the importance of comprehensive insurance coverage and choosing services that resonate best with their needs.

“Anyone that has been in a motor accident will tell you what a painful experience it can be when it comes to settling claims and getting repair works done on time. Should things turn sour, more often than not, insurers are pegged as the bad guy, seemingly profiting from another's misfortune,” said Zakri during the Crash, Boom, Bang! Media Roundtable - Accidents, Motor Claims, and Debunking Myths today.

“However, what most fail to see is that accidents are a litmus test for us insurers and the promise we sell to our customers that we will be there for them in their times of need. Not delivering on those promises is a cardinal sin. The onus is on the insurer to honour its promise to its customers and at Allianz Malaysia, we are about doing things right by you, providing the services that you need at the times that you need them the most,” added Zakri.

Earlier this year, the Royal Malaysia Police (PDRM) revealed that 418,237 road accidents were reported in 2020 despite the Movement Control Orders (MCO), which incidentally also saw fewer vehicles on the road 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 tow truck services rendered in the Klang Valley. Allianz Road Rangers has served 240,000 customers since its launch in 2017.

The Allianz Road Rangers, the free-of-charge accident assistance offered by Allianz General Insurance Company (Malaysia) Berhad (Allianz General), takes care of a customer’s needs right from the point of an accident to the moment the repaired vehicle is delivered to their doorstep.

Launched in the Klang Valley in 2017 and available nationwide since 2018, the Allianz Road Rangers service features seven touchpoints. It encompasses a 24-Hours Helpline Assistance; the Allianz Road Ranger fleet (First Response Bike Brigade and Allianz Tow Truck; Claims Concierge Service; e-hailing Voucher; Claims Express Approval, and Vehicle Delivery. Each touchpoint is carefully curated to be part of the service to ensure all Allianz General Motor Comprehensive policyholders experience a fuss-free, seamless claims process. To date, the Allianz Road Rangers fleet is made up of 190 Allianz Road Rangers branded tow trucks and 30 bike brigadiers nationwide.

“No one ever thinks about accidents when renewing their insurance and road tax. Moreover, you want it to be the quickest transaction, so you can legally drive again. But the reality is accidents happen when we least expect them. So it is important to understand how good motor insurance and the services offered by an insurer can help you in these circumstances. Opting for 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 at Allianz General Insurance Company (Malaysia) Berhad.

Last year, in a move to enforce transparency and improve its customer journey experience, Allianz General revamped its panel of Allianz Authorised Repairers to consist of PIAM Approved Repairers Scheme (PARS) workshops, via an e-tender. 

While the move had a ripple effect, Allianz General now has 195 panel workshops nationwide, 49 of those workshops in the Klang Valley. Besides that, the Company also offers a two-year warranty for repair work carried out on vehicles involved in accidents, including the use of spare parts. 

“We hold our workshops to high standards, and our requirements are firm – the best quality and the best service for our customers. So, should we receive a valid customer complaint regarding shoddy repair works or faulty repairs, we will issue a warning to the workshop. A second complaint will earn them a suspension, and a third time, we will have no choice but to remove them from the panel,” said Sean Wang, CEO Designate of Allianz General.

“It may seem like we are taking a hard line, but we are in the business of protection. There is no margin for error. In this case, we need to protect our customers and ensure not just their personal safety but also the safety and roadworthiness of their vehicles,” added Sean. 

Moreover, Allianz General customers can check if their preferred workshop is on our panel of repairers, or the Company will suggest a repairer closest to their homes.