2 Feb 2015
- NTUC Income’s new Motor Service Centre, combined with its Orange Force team, provides seamless service for customers from the onset of accidents to the completion of vehicles repairs;
- Motorists no longer need to liaise with third parties, workshops and other insurers in the event of accidents;
- This is a first-of-its-kind service offered by any insurer in Singapore.
SINGAPORE, 2 Feb 2015 – NTUC Income, which insures one out of four vehicles in Singapore, has officially unveiled its Motor Service Centre (MSC), a one-stop depot set up to offer policyholders and non-policyholders alike unparalleled service in the event of an accident.
A first-of-its-kind in Singapore, the MSC complements the service provided by NTUC Income’s Orange Force – a team of dedicated riders established in 2011 to provide accident-scene assistance. The seamless process and services provided by both are designed to remove as much stress and anxiety as possible for customers as well as motorists involved in accidents with NTUC Income’s policyholders.
Located at UB. One (81 Ubi Avenue 4, #01-18/19, Singapore 408830), the MSC serves as an Accident Reporting and Damage Assessment Centre to which, under the Motor Claims Framework, motorists involved in accidents are required to submit Accident Reports within 24 hours of the accident or the next working day.
The Centre is staffed by Customer Care Executives who are experienced surveyors well-versed in damage assessment and accident reporting procedures.
These specially-trained Executives will also act as liaisons with other parties involved in the accident and workshops. They will ensure that the repairs are done according to high standards before releasing the vehicles to the customers. All repairs come with a one-year warranty.
“The MSC aims to eliminate most of the hassle and anxiety our policyholders face in the unfortunate event of an accident,” said Mr Ken Ng, Chief Executive Officer of NTUC Income. “They no longer need to file their accident reports at other authorised reporting centres, or liaise with multiple parties such as insurers and workshops. All these will be done at the MSC in one place, turning the aftermath of an accident into a hassle-free, stress-free and time-saving process.”
Mr Ng added that Orange Force, which was set up in 2011, takes care of distressed motorists at the scene of the accident. Designed as an extension of that service, the MSC helps motorists after the accident till the time their vehicles are repaired and collected.
“Together, the Orange Force and the MSC provide a complete service, featuring processes that have been streamlined for the convenience of our customers.”
The MSC will also render assistance to non-policyholders in the event that they are involved in accidents with NTUC Income policyholders.
Said Mr Albert Chua, age 53, an NTUC Income policyholder whose vehicle was towed to the MSC following an accident: “The service provided by the staff at the MSC was extremely professional. The Customer Care Executive was reassuring and patient in explaining the procedures and the time needed to repair the car. During the course of the repair, he went the extra mile to update me on the progress and a follow-up after I had collected my vehicle. The entire process was seamless, efficient, and very convenient. I am glad I did not have to go through the inconvenience of dealing with various other parties.”
Besides the inception of Orange Force, the MSC is one of various recent initiatives implemented by NTUC Income’s Motor Insurance.
A video showing the full MSC process a motorist who meets with an accident goes through may be viewed here: http://www.youtube.com/watch?v=JK7Hx9cIwsE&feature=youtu.be.
In May last year, NTUC Income also launched Orange Eye, a mobile application that turns a smart phone into an in-car camera which won numerous digital awards. They include the Gold Winner at the 2014 W3 Awards, which honoured creative excellence on the web, under the category of Mobile Application – Innovative/Experimental; and two Golds for Excellence in Digital Marketing and Marketing Innovation at the Marketing Excellence Award 2014.
Two months later, NTUC Income committed $500,000 to OrangeSafe, which provided motorcyclists a free defensive riding course. Motorcyclists who complete the half-day course enjoy a 10 per cent discount on their annual premiums.