Mondial Assistance

As a customer, your first point of contact is the 24hr Assistance Centre. Your first impression will be created by how quickly we answer your call and how well we manage your problem.

The Mondial 24hr Assistance Centre works to established standards with the aim of making it easy for customers to contact us. The minimum target is for 90% of calls to be answered within 20 seconds and if a customer must wait for an available Assistance Coordinator, we aim to keep waiting time to a minimum.

Once the customer’s call is answered, our focus is on helping the customer as quickly as possible. Many factors will influence our ability to manage this and all must be controlled if service quality is to be delivered consistently, specifically:

• Training:
  • All Assistance Coordinators receive comprehensive Customer Service training, plus training related to the technology used in their work.
• Monitoring:
  • All calls into the Assistance Centre are recorded and these recordings are used to identify areas of performance that can be improved. Quality Assurance staff, Supervisors and the Operations Manager review calls and provide coaching to the Assistance Coordinators on how they can improve their management of customer problems.
• Technology:
  • Technology is used to help Assistance Coordinators to handle their work more efficiently, and the investigation and development of new technologies is part of our ongoing commitment to high standards of service delivery. Assistance Coordinators work with the latest Call Centre technology, customized Roadside Assistance software, Digital Mapping and Vehicle Tracking, all of which help them to improve the quality of our response.
• Service Delivery:
  • Once a Technician or a tow truck is dispatched to assist a customer, the quality focus switches to the speed and expertise of the service personnel
  • The Bangkok & Greater Metropolitan Area is patrolled by Mondial’s service fleet. All service personnel undergo technical and customer service training. Technical Supervisors also provide comprehensive training to the service providers throughout Mondial’s extensive nationwide network of contractors.
  • All Mondial service providers are issued with full uniforms and standardized service forms, and receive training on how to present themselves to customers.
• Response Times:
  • For the customer waiting for help, every minute seems long. Since launching nationwide Roadside Assistance services in Thailand in 2000, Mondial has consistently maintained average response times of 30 minutes for emergency roadside service (mobile technician) and 45 minutes for tow trucks. These response times are world class and underline our commitment to maintaining service quality.

The very fact that we are dealing with people’s well being makes quality of paramount importance in the Medical Assistance area. An error of judgment or a lack of information about the quality of available healthcare can have very serious consequences for the customer.

Medical Assistance cases can arise at any time, anywhere in the world and ensuring proper care for the customer demands that we have a thorough knowledge of hospitals and other Healthcare facilities on a global basis.

Mondial’s “Marco Polo” project is designed exactly for this purpose. Under this project Mondial’s doctors regularly visit hospitals and clinics around the world and rate the quality of services that they provide. This information is readily available in all Mondial Assistance Centres, so when a medical situation arises, Mondial staff can quickly determine what standard of care is available in the immediate area, or, if a customer has already been admitted to a hospital, whether or not the hospital is capable of providing an appropriate level of care.

Each hospital is visited periodically to keep the “Marco Polo” database up to date. Well over 1,000 Healthcare facilities have been inspected and this vast bank of information is a vital part of ensuring the quality of our Medical Assistance services.

Where “Marco Polo” aims to control the quality of services provided by Healthcare facilities, experience and expertise are the measures of the quality of services provided directly by Mondial.

Very much pioneers in the Medical Assistance business, Mondial’s Medical teams have a vast bank of experience to call upon in times of need. Regular Medical Conferences and the sharing of information ensure that “Best Practices” are identified and adopted by every Mondial Assistance Centre.

Generally each Assistance Centre will manage incidents that occur in the surrounding area, but in the event of a major Medical Emergency involving a number of customers, Assistance Centres will join forces to ensure that service quality is not compromised.

In the Thai market there is often a disproportionate emphasis on price and unfortunately it is ultimately the customers who suffer when price is emphasised over quality. Cheap prices are no substitute for good quality.     

The General Insurers who offered Thailand’s first Travel Insurance products opted to go for cheap products that would appeal to a market that is so often attracted to low price offers.

The down side of this strategy is that the products on offer do not really provide customers an adequate level of protection. Customers find this out the hard way when they see in the fine print of the policy wording that a mishap that they assumed would be covered is not, or other incidents are covered, but for an insufficient amount, leaving customers to pay hefty expenses out of their own pockets.

Mondial’s “Fast Lane” range of Travel Insurance services was introduced into the Thai market at the end of 2002. Our commitment to Thai consumers was to raise the quality of the products and services available.

The first imperative when designing the Fast Lane Travel Insurance products was to make sure that each offered sufficient protection to the customer in the event that they are involved in some sort of mishap. The products are priced competitively, so the customer has the opportunity to purchase a quality product at an equivalent price.

The financial protection offered by Travel Insurance is important, but arguably the most crucial aspect of Travel Insurance is the availability of help at the moment something goes wrong.

Mondial is the world’s largest Assistance Company and each Fast Lane Travel Insurance policy includes worldwide assistance services. If you encounter any type of problem, anywhere in the world, as a Mondial customer you will know that you have a network of more than 400,000 service providers ready to come to your assistance.

The quality of our products and services is a vital part of our strategy. We want to have long term customers; people who are happy with the way we look after them, and keep coming back. The best way to do this is to give them quality.

Our work usually involves helping people in trouble.

People in need of medical attention are distressed. People whose vehicles have broken down are stressed and frustrated. A traveller whose luggage has been lost feels angry and hard done by. Different problems, but with one thing in common: the need for quick and professional help.

The event that triggers our involvement is usually a telephone call to the Assistance Centre. To begin the task of calming the customer’s emotions and taking control of the situation, it is essential that we are able to attend to the customer’s call quickly.

As a minimum, we aim to answer 90% of calls within 20 seconds.

Calls not answered in this timeframe go into a queue, but with an average queuing time of 30 seconds or less, customers will soon be talking to someone who can help them with their problem.

We really care about your feedback and suggestions. This exchange is a great opportunity for us to improve our service quality and strive for operational excellence.

Please continue to share your experiences with us by completing this contact form or sending a letter to:

Mondial Assistance (Thailand)
29th Floor, Thanapoom Tower,
1550 New Petchburi Road,
Makasan, Rajathevi
Bangkok 10400
Thailand

Please note that any issue submitted, in connection with a specific product purchased, or a service provided to you by a Mondial Assistance entity will be forwarded to such appropriate entity, which will handle your comment directly.

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