Be greeted and assisted by NTUC Income’s new pool of Orange Force riders from 20 October 2011, when its motor insurance policyholders meet with accidents on Singapore roads.
With a dedicated 24-7 Command Centre, integration of various technologies such as island-wide GPS tracking capabilities, as well as tablet personal computers and digital cameras, Income’s Orange Force riders will arrive at accident scenes within minutes to provide a helping hand to distressed customers in their customised orange motorbikes.
The Orange Force team is carefully put together after stringent rounds of job interviews and selection criteria, where only five per cent of about 600 applicants have been recruited since February 2011. Many of the 30-strong team, constituting both men and women between 25 and 35 years old, are tertiary qualified, well groomed, personable and had prior working experience in service-oriented sectors such as the airlines, financial organisations and governmental uniformed agencies.
The Orange Force team had to undergo an intensive three-month training, which put them through defensive riding, advanced customer engagement courses, first aid, conflict management techniques and insurance knowledge. Pilot runs which ran since mid-August 2011, resulted in 240 engagements. About 50 per cent arising from accidents spotted by the Orange Force while they were on patrol.
The reaction and feedback from the Singapore public have been extremely positive. Mr Ho Chun Min and his wife is one such couple assisted by the Orange Team. They lost control of their scooter on the Pan Island Expressway (PIE) in September 2011. Being both deaf and mute, Mr Ho was in a state of shock when he tried to send a phone text message to his sister-in-law. Fortunately, two riders from the Orange Force spotted the couple while on duty and asked Mr Ho to write down his intention instead. The Orange Force riders immediately ensured their well-being by keeping them safe from traffic until help arrived.
The Orange Team also contacted Mr Ho’s sister-in-law and informed her of the situation. Alternative transport was promptly arranged, while their damaged scooter was also recovered and towed away to the workshop. NTUC Income’s Chief Executive Officer 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,” added Mr Tan.
The Orange Force will be swinging into full action from 20 October 2011 at eight geographical areas in Singapore. The patrolling team will be complemented by a 12-member unit operating 24-7 at its Command Centre at NTUC Income’s Tampines Point. Policyholders of NTUC Income’s motorcar insurance accounts may also call 6789 5000 for this free value-added service. |
