This archive report was first published on 11 December 2019.
On December 11, 2019, Sanlam General Insurance, a subsidiary of listed non-bank financial services provider Sanlam Kenya, introduced Sanlam Road Assistance, a comprehensive private motor insurance service designed to enhance the experience of its motor insurance customers.
The service, which aligns with the company's commitment to offering solutions to customer needs, provides road assistance to all motor private – comprehensive customers. This includes on-spot accident assessment, free post-accident support, towing, and an optional add-on for courtesy car and taxi service to complete the journey.
Sanlam General Insurance CEO Ms Caroline Laichena emphasized that the introduction of this service is in line with the company's efforts to continuously improve the experience of their customers through innovation, keeping pace with the evolving needs of its consumers.
“As a company, we are passionate about our consumers who are the core of how we do business. The Sanlam Road Assistance service is a clear demonstration of our commitment to investing in the right tools and technologies that provide critical insights about our customers' needs, enabling us to respond with the most relevant products and services,” Ms. Laichena said.
Sanlam Road Assistance entails the dispatch of a Rapid Response Personnel to the scene of the accident, who will commence with the scene assessment, directing local authorities to the scene, filling in the digitized accident report form, and securing statements from witnesses at the scene. The personnel will also document the accident in the form of photos and obtain the relevant documents of individuals involved in the event of a two-party accident.
Additionally, Sanlam will dispatch a towing truck to the location of the accident in the event of towing services being required. The service will also be available in the case of a car breakdown to a garage of the customer's choice. Furthermore, Sanlam will provide taxi services, dispatching a taxi to the scene of the accident to enable customers to proceed to their destination while Sanlam personnel attend to the matter.
Customers can also purchase the enhanced courtesy car benefit, where the replacement vehicle will be similar to their current vehicle. The service is currently available in Nairobi and its environs within a 100km radius by road and is set to be available across major towns in the country by March next year.
Sanlam has also introduced a digital valuation process for all comprehensive insurance covers, simplifying the vehicle valuation process and saving customers valuable time. The service is designed to take valuation to customers, offering the convenience they desire.
“At Sanlam, we believe in providing solutions that offer the utmost convenience for our customers, enabling them to live their best and most productive lives. This is critical not only in improving the levels of customer satisfaction but is also a key differentiator in the changing and competitive business environment,” Ms. Laichena added.
