AXA Affin General Insurance (AAGI) has made several upgrades to its facilities and processes in order to respond to its motor insurance customers’ needs in an improved manner.
The Malaysia-based insurer has added 20 road rescue trucks which will assist customers in case of car accidents or breakdowns on the road. This brings the firm’s total number of trucks to 27 all over peninsular Malaysia, except Perlis. The trucks are mobilised by AXA’s preferred workshops whenever customers call for towing or roadside assistance services.
The insurer’s preferred workshops provide value-added services for customers, such as repair status updates, document assistance, free rides to police station/workshop after the incident, and car delivery. The workshops also have an original parts guarantee within the 12-month warranty period and will complete damage repairs up to MYR10,000 within five to 10 working days.
“We are constantly working on expanding our services to customers, gathering feedback from the focus group and enhancing our workshop services,” said Rebecca Tan (pictured right), chief marketing and bancassurance officer of AAGI. “All these are part of our continuous efforts on this transformation journey.”
AAGI has bolstered its claims process by improving back-end systems to allow motor claims to be settled in four working days. Furthermore, to ensure fair settlement, the firm has invested significantly in fraud detection systems, fraud awareness programs, and staff training.
“To position AXA as a trusted partner to our customers, it’s our goal to safeguard customers’ interests with an assurance that their claims are settled reliably,” said Aisah Bevi Abdul Rahman (pictured centre), chief legal and claims officer at AAGI.
