Occident improves the customer's experience by reinforcing its commitment to digitisation in car and motorbike insurance

"The insurance company facilitates the application for roadside assistance through its e-customer app and incorporates Artificial Intelligence (AI) in the new car insurance contract process "

Occident continues to innovate to improve its customers' experiences and optimise its contracting and service processes. The company facilitates the application for roadside assistance through its e-customer app and incorporates Artificial Intelligence (AI) in vehicle assessment when taking out car insurance.

The roadside assistance service is one of the most widely used in car insurance and, in 2024, Occident managed a total of 469,632 interventions. The main topic of requests was vehicle breakdown, with 436,737 cases (93% of the total), tyre punctures being the most frequent incident, with 56,673 interventions (13% of breakdowns). In addition, 33,259 assistances were recorded due to accidents, representing 7% of the total. To streamline the management of these incidents, Occident has added the possibility of requesting roadside assistance through its mobile application, a digital service that is now available to customers with car or motorbike policies.

“At Occident, we constantly strive to expand and update our range of car insurance services, with the aim of improving the experience of our policyholders,” says Rafael Moyano, Automobile Director of Occident.

How to request roadside assistance through the app

This feature allows insured parties to process their roadside assistance application quickly and easily, avoiding phone calls and reducing waiting times. To do this, the customer need only access the Occident e-customer app and select “Roadside assistance.” The system will geolocate you, or you can enter your location and describe the reason for the request. The customer will then access a monitoring screen where they will be informed of the estimated time of arrival of the crane and its location in real time on the map.

To take advantage of this new feature, it is recommended that all customers download and register in the e-customer app, which already has more than 430,000 customers registered, thus guaranteeing immediate access to the service when they need it.

Vehicle inspections with AI

To facilitate the management of its customers, Occident has introduced an innovative AI-based system for the company to assess the vehicle when taking out the insurance. Thanks to this technology, the policy can be taken out immediately and comfortably.

With these new initiatives, Occident has strengthened its commitment to digitalisation and continuous improvement of its customers' experience, offering technological solutions that simplify processes and guarantee more comfortable and agile attention.