Over the recent festive season, short-term insurance company OUTsurance was expecting its all-hours emergency call centre operation, Help@OUT, to really be put to the test. And tested it was, with over 1,300 OUTsurance insurance clients receiving emergency assistance for home emergencies and more than 3,150 clients that were assisted for emergencies that left them stranded on South Africa’s national roads.
All OUTsurance clients automatically receive access to its 24-hour emergency roadside and home assistance service, aptly dubbed Help@OUT, free of charge. Managing director of OUTsurance, Ernst Gouws commented “It’s awesome to be able to help our insurance clients out when they are in need. Be it a locksmith to unlock your car or a glass fitter to repair a window damaged in a freak storm or even a plumber to solve a late night burst geyser, we go out of our way to send the emergency assistance our clients need when they need it. Best of all is that it is a free service to our clients. This means it actually saves them the cost of subscribing to a paid-for service which offers the same benefits”
In the Roadside Assistance category, by far the majority of cases were opened for towing of vehicles, but over 700 cases were opened for locksmiths, flat car batteries, assistance in tyre changing and fuel deliveries for vehicles that had run out of fuel. With concerns over the safety of motorists that are broken down or stranded on the side of the road, roadside assistance from Help@OUT has really proven to be a valuable product benefit.
An OUTsurance client, Mr Madikwe of Garsfontein, Pretoria, recently requested Help@OUT emergency assistance when his car broke down just outside Durban. “The people at this insurance company were simply amazing – they took care of everything! That’s not something you see everyday.”
OUTsurance Insurance Company is also very proud of the level of service achieved in the delivery of these services. Mr Gouws commented in closing: “To have over 90% of our clients that used the Help@OUT service over the festive season rate the service they received as ‘good’ or ‘awesome’ is a fantastic achievement, especially given that many of our service providers are closed at this time of year. There is, however, room to improve and we will be working hard at getting that number closer to 100% in future.”
28 January 2009
Over the recent festive season, short-term insurance company OUTsurance was expecting its all-hours emergency call centre operation, Help@OUT, to really be put to the test.