Woolworths Insurance (Woolworths) has entered a multi-year agreement with its chosen roadside assistance partner, Digicall Assist.
As part of the partnership, Digicall Assist will provide end-to-end case management and roadside assistance services to all of Woolworths' comprehensive car insurance and roadside assistance policyholders across Australia.
The roadside assistance service also features 24/7 service, including a Woolworths-branded roadside assist app, live-tracking, and roadside intelligence geo-location.
Digicall Assist CEO Michael Curtin said Woolworths chose the company due to its commitment to technology and customer experience innovation.
“With our ground-breaking solutions that make it easier for customers to get assistance and better for our clients to offer a differentiated product, Digicall Assist has put our money where our mouth is when it comes to customer experience at the roadside,” Curtin added.
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Digicall Assist can also support real-time data transfer, allowing new policy information to be active in the system immediately rather than receiving new policy information daily from Woolworths – saving time and eliminating manual data entry and the associated human-error risks.
Commenting on the feature, Curtin said: “This is a game-changer. We can support policyholders from the moment they sign up for roadside assistance. Woolworths allows customers to purchase emergency roadside assist online, and we can provide service from that minute onwards.”
Gerrad Hennessy, the head of Woolworths Insurance, said Digicall Assist also stood out for its agility in responding to evolving customer needs.
“We needed to pivot more than once, and each time Digicall Assist was able to adapt and deliver a solution that exceeded our expectations,” Hennessy said.
Motorists with Woolworths car insurance can get assistance across Australia for vehicle roadside repairs, lockouts, flat tyres, flat batteries, emergency fuel, and towing.
