Allianz Road Rangers Archives

Allianz General adds more versatile hybrid trucks to its Allianz Road Rangers fleet

When Allianz General Insurance Company (Malaysia) Berhad introduced its Allianz Road Rangers service in 2017, it was industry first. It has certainly been a much appreciated service by motorists (64,000 of them in 2021, according to the company). Besides having their own Allianz-branded tow trucks, the team also has a first-responder bike team to reach motorists faster. They can provide initial assistance and first aid, if needed.

Furthermore, the company provides complete support to its policyholders after their accident. They are assisted in making police reports, submitting claims and kept informed of the progress of their vehicle’s repairs if it has been sent to an approved workshop.

In September last year, the company also extended the free roadside assistance to its policyholders who take comprehensive coverage for their motorcycles (below 250 cc).

“As an insurer, we should be there for our customers. It is as simple as that. While many others have shunned away from such a service simply for not being financially lucrative, sometimes, there is no harm in giving a little more. This is our way of saying thank you to our customers and letting them know that we are here for them in times of need,” said Allianz General’s CEO, Sean Wang.

Hybrid trucks can take 2 vehicles simultaneously
Recently, the company added 5 hybrid trucks to its Allianz Road Rangers fleet, bring the fleet total to 250 tow trucks. The tow trucks are of various types to suit different vehicles. The hybrid truck comes with the combined features of a flatbed carrier and a spectacle lift that can transport 2 accident vehicles simultaneously.

A flatbed carrier features a long hydraulic flatbed that inclines and allows vehicles to be driven or pulled onto the bed for towing, while a spectacle lift or wheel lift tow truck has a metal yoke that hooks up the drive wheels of the vehicle towed. Besides that, the hybrid trucks also carry mini and normal-sized wheel dollies. Furthermore, hybrid trucks can also tow modified or lowered vehicles or vehicles (particularly of continental makes) that may have broken air suspension systems.

*The Allianz Road Ranger fleet includes motorcycles so initial assistance can be provided before the tow-truck arrives.*

Service enhancement
“Since its launch in 2017, the Allianz Road Ranger accident assistance service has been key for our customers. In looking out for our customers, we continue to enhance the service or our fleet to ensure our service remains first-rate. With the addition of the innovative hybrid trucks, we can serve our customers better, more so should two vehicles insured under Allianz General be involved in an accident,” said Allianz General’s Chief of Claims, Damian Williams.

“With the hybrid trucks, our Allianz Road Rangers technicians are also better equipped to handle complicated towing jobs. So, if a flatbed is required and dispatched to the accident scene, but the parking brake is stuck, the technician can easily deploy wheel dollies and tow the vehicle using the yoke, all with no further delay in service,” added Mr. Williams.

MIB (not Men in Black) can provide compensation when you get hit by an uninsured vehicle

Allianz Road Rangers on standby along major highways 24 hours a day

During this festive season, millions of motorists are travelling up and down the highways. Most will reach their destinations safely and enjoy the reunion with family and friends, or the long-awaited holiday.

But there will be some who are unfortunate to have an accident, or their vehicle has a breakdown along the way. That certainly would spoil things but for those who have insurance coverage from Allianz, things won’t be so bad as they will be able to get assistance easily from the Allianz Road Rangers. All they need to do is call 1800-22-5542 (24/7).

Free service
The Allianz Road Rangers are a support team which provides roadside assistance for cars as well as motorcycles. It’s available free of charge to policyholders of vehicles registered for private use and for motorcycles with comprehensive insurance policies.

Between April 30 and May 8, the Allianz Road Rangers will be stationed around several R&Rs along the North-South Expressway, Kuala Lumpur–Karak Expressway and East Coast Expressway which have seen the highest volumes of traffic.

Specifically, the R&Rs are at Gurun (Kedah), Tapah (Perak), Ulu Bernam (Tanjung Malim, Perak), Ayer Keroh (Melaka), Yong Peng (Johor), Genting Sempah (Karak Highway), Gambang and Maran (Pahang), Gua Musang (Kelantan), and Paka Arah (Kuala Terengganu).

First such iniative by Allianz
“This is a first of such an initiative. We know how everyone has been looking forward to celebrating this Hari Raya Aidilfitri and will be travelling to their hometowns and out of the Klang Valley. So, we have mobilised our tow-trucks from our Allianz Road Ranger fleet to be strategically located to assist our customers,” said Allianz General Chief Claims Officer, Damian Williams.

“Our goal with this initiative is to reach customers as quickly as possible when they need assistance and to help make their journey a smooth one,” he added.

Comprehensive assistance provided
The Allianz Road Rangers began in 2017, initially operating in the Klang Valley before going nationwide. Besides having their own Allianz-branded tow trucks, the team also has a first-responder bike team to reach motorists faster. They can provide initial assistance and first aid if needed.

*The Allianz Road Ranger fleet includes a motorcycle team to reach the vehicle earlier and provide initial assistance before the tow-truck arrives.*

Other benefits from Allianz include a claims concierge service at police stations, e-hailing transportation services, Allianz Motor Own Damage (OD) claims and vehicle delivery. Damaged vehicles will be brought to an Allianz Authorised Panel Repairer or to a franchise workshop upon request. Motorists can also specify a preferred location to send the vehicle to (within the specific distance) instead of having to collect it from the panel workshop.

The entire Allianz Road Rangers journey — from accident assistance service to claims, vehicle repairs, and the selection of workshop repairers — is a structured and transparent service. The service is among the initiatives taken by the company to prevent corrupt and unethical practices that occur in the insurance industry.

A good insurance company makes a difference when you have an accident

Allianz General offers motorcyclists more than just insurance coverage

Just like drivers of cars, motorcycle riders are also users of public roads and they also pay roadtax. However, things seem different for them as everything from infrastructure and poorly maintained motorcycle lanes to a lack of roadside assistance appears to ignore their needs which are no different from drivers.

Furthermore, we see most insurance companies giving all the extra benefits to car drivers but most of the time, motorcyclists get just the basic coverage. Not anymore as last month, Allianz General Insurance Company (Malaysia) Berhad introduced free roadside assistance for its policyholders who take comprehensive coverage for their motorcycles (below 250cc).

Nationwide value-added service

According to Allianz General’s CEO, Sean Wang, the company’s introduction of the roadside assistance service for motorcycles means that riders have everything to gain with heightened value-added service. The service, available to Allianz Motorcycle Plus (Comprehensive) and Allianz Motorcycle (Comprehensive below 250cc) policyholders nationwide, includes emergency towing assistance (free for up to 50 kms, round-trip), fuel delivery, battery, and flat tyre service. It will be provided by the Allianz Road Rangers.

“We have all seen motorcycle riders left stranded or worse, involved in an accident, and every single time, it is fellow riders that are at the scene offering assistance. Now, with our roadside assistance services, our own riders know that come rain or shine, we will be just a phone call away,” said Mr. Wang at the ‘Crash, Boom, Bang! Part II #Roger’ Allianz Media Roundtable today.

Allianz Road Rangers ready to assist

The Allianz Road Rangers service for motor comprehensive policyholders was introduced in the Klang Valley in 2017 as a first within the General Insurance industry. The following year, it was available nationwide.

Taking a leaf out of the existing Allianz Road Rangers service, Allianz General Head of Claims, Damian Williams, said there are the following touchpoints:

♦ 24-hour helpline assistance – in the event of an accident, policyholders can call 1-800-22-5542 to have a technician or tow truck dispatched to their location for assistance, repair work, or to provide towing services.

♦ Allianz Road Rangers Tow trucks – the Allianz Road Ranger will provide riders emergency towing assistance (free for up to 50 kms, round-trip), fuel delivery, battery, and flat tyre service.

♦ E-hailing vouchers – the policyholder will also receive e-hailing vouchers that they can use to get home from the accident site and back to their home (where the service is available).

According to Mr. Williams, it was crucial that the service was able to nullify a rider’s pain points and offer flexibility in terms of towing options. “Our goal was simple – provide quick solutions to common issues like fixing a flat tyre or delivering petrol that would allow riders to continue their journey and should the need arise, provide them with towing assistance to get them to a workshop or their preferred location and get them home safely,” he explained.

“Everything that we do at Allianz General, at the end of the day, is about our customers, and this service is solely about taking care of the rider. So we took extra care in ensuring that our touchpoints offer thoughtful assistance,” he added. “Plus, having an established towing assistance service in the Allianz Road Rangers meant we already have 190 tow trucks at our disposal and we could hit the ground running.”

How to lower motorcycle accident numbers

At the roundtable, there was also discussion about the best way to curb the high rate of motorcycle accidents is with rider attitude and cultural change, according to the Malaysian Institute of Road Safety Research (MIROS). On top of being grossly underserved, motorcyclists also suffer the most accidents and fatalities in Malaysia. According to the Royal Malaysia Police (PDRM) statistics for 2020, while road accidents dropped by 26% last year, largely due to movement restrictions during the COVID-19 pandemic. Yet there were still 418,237 road accidents and 4,634 fatalities, with most accidents involving motorcyclists with 3,118 deaths.

MIROS Director of the Road User Behavioural Change Research Centre, Azhar Hamzah, revealed that on average, motorcycle accidents stood at around 20%, but motorcyclists and pillion passengers were most affected in terms of injuries, with more than 60% of the deaths each year. He also quoted a recent PDRM statistic which indicated that the highest percentage of motorcycle deaths, at 36% percent, involved riders aged 16-25 years old.

“Users (80.6%), the environment (13.2%), and vehicles (6.2% percent) are the three main factors involved in accidents. The changing of behavioural habits and heighten awareness of safety is the quickest way to get rides to be safer on the roads. Simple, doable changes such as speed control, adhering to traffic rules like stopping at red lights, and just overall riding etiquette can make a huge difference,” said Encik Azhar.

“Motorcycles provide very little physical protection. So, for injury prevention, protective equipment like a proper-fitting, SIRIM-approved helmet can safeguard the head on impact while, riding jackets and closed-toe footwear can help reduce injury risks such as abrasion. These are readily available items that riders should consider incorporating into their ride to keep themselves safer,” he said.

A good insurance company makes a difference when you have an accident

No one wants to have an accident but sometimes it is unavoidable, and even if you are not seriously injured, your vehicle is likely to be damaged. After getting over the initial shock comes the part of having to negotiate and make on-the-spot decisions as numerous touts and tow-truck operators suddenly appear around you. And then there’s the process of making a police report and then an insurance claim.

Each day, many motorists go through such experiences and in order to reduce the stresses, diligently choosing the right motor insurance coverage and company is important. It can make all the difference, especially as many insurance companies offer value-added services as well. No longer do you just get coverage for loss or damage but additional benefits as well.

According to Allianz Malaysia Berhad’s CEO, Zakri Khir, 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 who 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,” he said.

“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,” Encik Zakri said.

“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,” advised Damian Williams, Head of Claims at Allianz General Insurance Company (Malaysia) Berhad.

Although the Movement Control Orders (MCO) saw fewer vehicles on the road last year, the Royal Malaysia Police (PDRM) reported that there were 418,237 road accidents reported in 2020. The Allianz Road Rangers, the company’s free accident assistance service for its customers, provided roadside assistance to 67,000 customers nationwide in 2020, with an average response time of 30 minutes for tow-truck services in the Klang Valley.

Launched in the Klang Valley in 2017 and available nationwide since 2018, the Allianz Road Rangers service includes 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. To date, the fleet has 190 vehicles, with 30 motorcycles as well.

*The Allianz Road Ranger fleets includes motorcycles so initial assistance can be provided before thw tow-truck arrives.*

Last year, in a move to enforce transparency and improve its customer journey experience, Allianz General revamped its panel of Authorised Repairers to consist of PIAM Approved Repairers Scheme workshops, via an e-tender. While the move had a ripple effect, the company now has 195 panel workshops nationwide. Besides that, the company also offers a 2-year warranty for repair work carried out (including the spare parts used) on vehicles involved in accidents.

Stopping motor claim fraud
Encik Zakri also revealed that motor claims have become a billion-ringgit scam in Malaysia. Citing an ecosystem that breeds fraud and corruption as one of its main reasons, there is a strong call for better awareness and he issued a ‘call to arms’ for other industry players to play their role in stopping corrupt practices.

“There are many parties that monetise motor claims to their own benefit under a cloud of lack of clarity and mystery surrounding the whole motor claims process that most customers are not wise to it. This gets magnified when customers do not know their rights as consumers – that your insurer is there to serve your needs, not the other way round,” said Encik Zakri.

In developing the Allianz Road Rangers service and its touchpoints, the focus was on serving customers and minimising fraud. “We knew we had to buck up to remove any element or opportunity for fraud and pay out genuine claims. Our customers must know that we will not partake nor condone any devious activity. The entire Allianz Road Rangers journey from the accident assistance service to claims, vehicle repairs, and the selection of workshop repairers is our way of having a structured delivery of service that is visible to our customers,” he said.

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