Online motor vehicle insurance company PD Insurance has chosen Digicall Assist as its roadside assistance partner, in a multi-year agreement announced in March.
The agreement strengthens Digicall Assist’s footprint within the competitive insurance sector and strengthens PD Insurance’s customer offering.
Under the agreement Digicall Assist will provide national rapid-response roadside assistance services to PD Insurance policy holders. Additionally, Digicall Assist will provide white-labelled, roadside technology for these customers, as well as advanced analytics for PD Insurance that help deliver benefits to its bottom line.
PD Insurance CEO Roland Lange said they were looking for a roadside assist business partner that understood the Australian market.
“We have a significant presence nationally, and internationally as part of Badger International, and needed a local partner that knows this market inside out. For us, it was critical to partner with a provider with extensive coverage across Australia, to ensure we cater to all customers. Just as important was a partner with the service and technology expertise to ensure our brand was championed not just at the roadside, but in the boardroom also. Digicall Assist delivers on all that.”
Digicall Assist CEO Michael Curtin said this agreement comes on the back of significant investment over the past 24 months in technology and its state-of-the-art assistance centre in Sydney. “PD Insurance is an exciting business with a similar approach to Digicall Assist when it comes to using technology to enhance the customer experience. We’ve continued to invest to meet customers’ changing expectations around personalisation and transparency, such as developing the world’s first multi-lingual self-help roadside assistance app last year.”
PD Insurance is a front-runner in the insurance sector’s shift towards a digital-first approach. According to Mr Lange, the direct-to-consumer model makes sense given customers are online 24/7. However, when it comes to breaking down on the roadside, the human element is still critical. “Our customer promise is to ‘really care and really deliver’, providing policy holders with a soft landing during times that are challenging for them. Adding roadside assistance to our already-comprehensive offering strengthens our ability to achieve that.
“The strong uptake in buying car insurance online demonstrates that Australians are looking for a simpler, more cost-effective solution. They want to control the purchase process. However, when it comes to their car breaking down, customers tell us they want someone to help them on the phone or in person. We want to cater to that need and were impressed with Digicall Assist’s track record in premium customer care.”
Mr Lange added “Having worked with Digicall Assist on our Blue Badge Insurance program, and also having experience with other providers in the market, Digicall Assist was the clear choice.”
