HONK Redefines The Roadside Assistance Customer Experience for Insurance Carriers

The global vehicle roadside assistance market is currently undergoing a transformation. With an estimated market value expected to reach $29 billion by 2026*, today’s digitally connected motorists expect more than ever before. They expect immediate, responsive roadside assistance service, available in just a few clicks directly from their smartphones. They want memorable customer experiences similar to those like Amazon and Uber, ones that are efficient, reliable, and personalized. HONK is delivering on that request. 

HONK, an innovative on-demand mobility and roadside assistance platform, has created a digital, safer, smarter alternative to the multiple hour-long waits and insufficient options of the past, transforming the roadside assistance customer experience from its world-class, curated provider network. As a result, the HONK ecosystem powers the highest roadside assistance customer ratings and the best estimated time of arrivals (ETAs) & actual time of arrivals (ATAs), which are on average 50% faster than the motor clubs. For insurance carriers, stats like this are a big deal.

Towing and roadside assistance services are one of the highest volume claims for top insurance carriers. A roadside breakdown is considered a “moment of truth” for customers, if carriers fail to meet customer expectations during this key touchpoint, they could lose customers. Many top insurance carriers are turning to HONK to help manage their roadside assistance programs. 

HONK is transforming how customers (motorists on the side of the road), insurance carriers who manage roadside assistance programs and service providers (tow companies) connect in this new, on-demand world and it is resulting in significant wins for all. 

Here’s why!

For motorists, they no longer have to wait for several hours to receive assistance, most requests have a 15 to 30 minute estimated time of arrival. Just like the apps they value most, motorists receive driver information, instant notifications, status updates and access to real-time tracking which provides amazing customer experiences.  

Here are a few comments from our motorists: 

  • “I would give my service provider an 18 out of 10 if I could” – Tacoma, WA
  • “Very professional, on time and courteous.” – Richmond, VA
  • “Great service!” – NY, NY

For insurance carriers, HONK’s innovative technology enables their ability to accelerate innovation and improve efficiencies resulting in positive impacts on retention and brand loyalty, customer lifetime values, and improved customer satisfaction. According to Bain & Company, a 5% increase in customer retention can increase a company’s profitability by as much as 75%.  In addition, several of our clients have experienced double-digit increases in their roadside assistance service Net Promoter Scores (NPS) with significantly fewer customer complaints.  HONK eliminates the stress and complexity of managing your roadside assistance program. 

Here are a few comments from our insurance carrier clients: 

  • “HONK has helped us achieve on our brand promise resulting in double-digit increases in NPS and positive impacts on customer retention.” One of the top 5 Insurance Carriers 
  • “Our new roadside assistance tool puts knowledge right in the palm of a customer’s hands. By leveraging technology, we are able to deliver an even better experience when our customers need us most.” One of the top 5 Insurance Carriers 

For service providers, they join the HONK partner network to get connected to nearby motorists in need of towing and roadside assistance services, growing their business on their own terms and receiving payments quickly (fastest in the industry), without any motor club hassles. They also gain access to optimized dispatch technology that powers instant job alerts, customer GPS pin-point location data, and a customer-driver communications channel helping them be more efficient. 

Here are a few comments from our Service Provider Partners: 

  • “HONK has the most accurate dispatchers and pays the fastest in the industry! I love HONK, for any tow truck driver looking to boost their business, HONK is definitely the place to join.”  Boone Capone, It’s All About The Benjamin’s Towing
  • “HONK has definitely picked up my business. I would tell any service provider that it is a great benefit to [your] company. The whole system is user-friendly, it’s awesome.” – Larry from Frazier Roadside Service

Amaze your customers when they need you most – Let HONK elevate your roadside assistance program!

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*Source: https://www.marketwatch.com/press-release/vehicle-roadside-assistance-market-will-reach-us29-billion-globally-in-2026-2019-08-29?mod=mw_quote_news