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Wawanesa Insurance (San Diego), ranked No. 1 among auto insurers in California by J.D. Power for customer satisfaction in June 2020, has chosen HONK (Los Angeles) to manage its roadside assistance program, effective Sept. 29, 2020. Wawanesa’s U.S. operation, which does business in California and Oregon, is a wholly owned subsidiary of Wawanesa Mutual Insurance Company of Winnepeg, Manitoba.
Wawanesa turned to HONK, not only because HONK has maintained a Net Promoter Score of near 90 with its customers, but also for its full data transparency into their roadside assistance program, according to a vendor statement. HONK provides what it calls an inside view into real-time performance analytics for all service requests, including customer ratings, comments, sentiment, volume trends and time to arrival.
“HONK’s digital platform allows us to provide a roadside assistance program with the exceptional customer experience we want to be known for,” comments Wayne Sharrah, Chief Claims Officer, Wawanesa Insurance. “With HONK, our customers can request fast, safe and dependable roadside assistance 24 hours a day, 365 days a year, and we’ll have complete visibility into each service call and full control of the program.”
HONK has a network of background-checked independent service providers, consisting of over 75,000 service vehicles. Wawanesa’s customers will benefit from faster arrival times, with most arriving within 30 minutes, according to the vendor. HONK says it uses AI-powered customer digital communications ensure that Wawanesa’s customers are kept safe and informed every step of the way.
Best Possible Customer Experience
“Wawanesa and HONK both share a dedicated focus on providing the best possible customer experience, so this is a natural partnership to have us manage their roadside assistance program,” comments Corey Brundage, CEO and Founder of HONK. “We’re confident our innovative technology and full data transparency will enable Wawanesa to meet and exceed its brand promise of superior service during these key touchpoints for their customers.”