The mobile app to rescue your motor breakdown

The idea was to enable the driver to call a tow-driver that would be covered by his/her insurance, and make sure this tow would be arriving as early as possible. Also: it was required that the app indicates if the car breakdown would be covered or not by the insurance policy.

Distance from home, geolocation issues, number of passengers and pets, presence of smoke, ... All parameters had to be determined in as few clics as possible. This was achieved using a pragmatical approach, based on the effective calls that AXA Partners received over the past few years: which breakdown causes were statistically the most relevant? Is the car brand or year making any difference? What were the expectations of the end-customers ?

All of these questions were at the heart of the redesign of the Customer Journey & the Claims Journey. As it turns out, the main concern by far was for end-customers to be able to track the tow on its way to them. This feature required to geolocate the tow missionned to rescure them, and display that on a map! If this topic could be solved easily from a technical point of view, it was not the ony dimension we had to tackle.

Tow-drivers were used to not go straight to the last customer that called them, but were usually assigned to a rescure while being already assigned on a previous mission. This brought up a number of questions, as the waiting customers would be seing that the tows would be getting away from them in the first place, before coming back ; hence generating frustration.

Also, tow-drivers can accomodate one, sometimes two people, but usually cannot accoodate a full family and pets, plus their luggages, for example. So taxis also required to be sent to the rescue point, and also geolocated... creating some confusion on the map.

Finally, frustration can spike upwards if you discover when reaching a hotel that none of these costs are covered by your insurance policy. So even if end-customers do not state it clearly, it was a cornerstone of the app: finding the root-cause of the breakdown in a few clics, and determining the appropriate rescue party (taxis or not, hotels or not, etc.) needed to be in the app in as few clics as possible.

Cherry on the cake: end-customers could obtain a free coffee nearby, waiting for taxis and tows; the payment process used an electronic payment card with budget limitations, all of which included in the Insurance Policy!

Mission achieved, with the e-Rescue app of AXA Partners, rolled-out in the UK and planned for roll-out in 6 other EU countries.

https://www.truck-assistance-international.axa/en/discover-case/clic-assist-mobility-trusted-mobility-partner