Occident improves its roadside assistance with a new digital self-service system in the midst of peak travel season

"Insured parties can request a tow truck or roadside assistance online through an instant, more streamlined system."

With the arrival of summer and the increase in road trips, travel assistance services are experiencing a significant increase. One in three roadside assistance requests is made during the summer months, with July and August seeing the highest demand for the service, accounting for nearly 20% of the total for the year.

To address this seasonal peak more efficiently, the company has launched a new digital self-service system that allows insured parties to request a tow truck or roadside assistance directly from its website, without the need for phone calls. This new feature allows any insured party with a Car or Motorcycle policy to self-manage their service request in a matter of seconds. This option is added to the existing options, via the app, WhatsApp, and telephone support (917 83 83 83), in addition to the help and support offered by the company's mediators.

"An omnichannel strategy not only improves the efficiency of our services, but also places the customer at the centre, allowing them to choose how, when, and where they want to interact with us" emphasises Rafael Moyano, Occident Director of Car Insurance.

The process is simple: on the website, the customer will find the option "Request a tow truck", which allows the customer to request roadside assistance. This way, the system can geolocate their position or enter it manually, select the reason for the request—whether it's a breakdown, a battery or tyre problem, among others—and confirm the number of passengers and additional needs. The system even allows them to schedule assistance for a later time, if it's not urgent, and allows real-time tracking of the tow truck.

This service can be requested by simply entering a national ID (DNI) and vehicle registration number on the Occident public website, ensuring an accessible and speedy response for all users.

Breakdowns and start-up problems are the main reasons for assistance

According to Occident data, the main reasons drivers requested roadside assistance over the past year were: Engine failure (38.39%), vehicle not starting (20.64%), battery problems (15.98%), tyre problems (13.73%) and accidents (6.04%). These figures highlight the need for fast, efficient, and accessible services to resolve the most common roadside incidents, especially during the summer months.

Regarding satisfaction levels with travel assistance recorded in the first quarter of 2025, between January and March, the overall satisfaction index reached 94.87%, above the 2024 average. Regarding telephone support, the most notable results were 97.21% satisfaction with the service received, 93.61% speed of service, and 97.05% professionalism, all of which were higher than the previous year's results.

Free vehicle servicing

Occident is offering free visual vehicle servicing to insured parties with a car insurance policy, available until 31 July. This campaign, which began on 1 June, is aimed at customers who have insured their passenger cars, minivans, SUVs, and vans, and aims to ensure safe driving during the peak traffic months. The service includes checking the condition of tyres, lighting, brakes, horn, engine and battery, as well as belt tension and fluid levels, among other essential parts.

To benefit from this initiative, insured parties should contact Occident by phone (917 83 83 83), where they will be assigned the workshop closest to their home. This same workshop will contact the customer to schedule an appointment. The services will be carried out at the Autopresto workshop network, which comprises 464 centres across the country and has achieved a remarkable satisfaction rate of 91.6% in the last year.