18 Oct 2011
Specially assembled elite team to pro-actively offer accident-scene assistance Customers involved in road accidents will receive exceptional and re-assuring help
Singapore, 18 October 2011 – NTUC Income, Singapore’s leading insurer, today unveiled its 30-strong Orange Force team of specially selected, expertly trained and distinctively attired riders who will transform the experience of their motor insurance customers.
From 20th October, Orange Force riders on eye-catching orange motorbikes will arrive at accident scenes within minutes to help distressed customers. Feedback and experience have shown that customers involved in accidents face high anxiety. The Orange Force will ensure the safety and well being of the customer, arrange alternative transport, recover the damaged vehicle and help the customer record accident details (See Appendix 1 for benefits to customers).
With a dedicated 24/7 Command Centre, leveraging on various technologies including island-wide GPS tracking capabilities, the Orange Force will be a first by an insurance company.
The patrolling Orange Force will be complemented by a 12-member unit operating at its nerve centre at NTUC Income’s Tampines Point. The centre can be reached by dialling the hotline number 6789 5000.
NTUC Income Chief Executive Tan Suee Chieh said that the Orange Force is part of
the insurer’s efforts to transform the overall customer experience, especially for those who become disoriented after an accident.
“When a customer gets involved in an accident, they are often not sure what to do. NTUC Income’s Orange Force team is designed to do everything necessary to help distressed customers at the scene of the accident. This is one of our strategies to provide unprecedented service to our customers,” he said.
He added that pilot operation revealed some interesting observations and this information will be harnessed further.
From the onset of planning, NTUC Income carefully assembled its Orange Force team, comprising both males and females, based on several criteria. These handpicked individuals, who are between the ages of 25 and 35, mostly with tertiary education, are well-groomed, personable and passionate about customer service.
The team has substantial experience in service-oriented industries, including airlines, financial organisations, law firms, the Armed Forces, the Singapore Police Force and other government ministries.
Since February 2011, when recruitment began, only 5% of all applicants have been able to make the team.
The Orange Force undergoes three months of intensive training, including defensive riding, advanced customer engagement courses, first aid, conflict management techniques and insurance knowledge. Based on their profiles, the specialised training and expectations for them to deliver exceptional service, the Orange Force is well remunerated.
The Orange Force has been conducting pilot runs since mid August 2011 and encountered about 240 engagements. About 50% of these engagements arose from incidents spotted by the Orange Force while they were patrolling. About 70% of these engagements involved accidents. (See Appendix 2 for pilot statistics)
The reaction and feedback from the Singapore public have been extremely positive. (See Appendices 3 and 4 for cases)
NTUC Income, the largest motor insurer, announced the Orange Force initiative earlier this year with a $4 million investment. The launch of this service came after the insurer registered a major turnaround in underwriting results in 2010. In an effort to reward customers, NTUC Income made a $50 rebate to about 100,000 private car owners who renewed their policies in 2011. This will result in a total payout of about $5 million. (See Appendix 5 for key motor insurance statistics)