Either you are an individual vehicle owner or an operator of a fleet of vehicles; you can avoid all the hassles and worries by become a THM Panel Customer. As a THM Panel Customer, you are assured of safe rescue of your stranded vehicle and driver with just one phone call. Our Support & Rescue Team is always ready to assist our customer on 24 hours basis.
The Support & Rescue Team consists of:
Rescue Service Representatives (RSR)
We have 16 Rescue Service Representatives patrolling around Klang Valley on a 24 hour basis. They are traveling in passenger cars that equipped with communication equipment to constantly keep in touch with our HQ dispatch control department.
Their main responsibility is to standby and alert for any accident information. Once they received accident information from the Dispatch Control Department, they will rush to the accident scene immediately. According to our statistics, most of the time our RSRs can reach the accident scene in less than 10 minutes if the accident occurred in Klang Valley.
When they arrived the accident scene, their first job is to check for any injured. If there are any driver or passengers suffered injuries, our RSRs will send them to the nearest hospital for medical treatment. The quick reaction time of our RSRs ensure the high survival rate of any injured drivers or passengers. Besides rescue service, the RSRs will ensure the whole process run smoothly by redirecting the traffic, arrange for tow trucks, helping the customer to lodge police report and apply for all related legal documentation and send the customer home.
The towing team consists of 4 experienced towing specialists and 4 adequately equipped tow trucks. Like the Rescue Service Representatives, the towing team also operates on a 24 hours basis. The main responsibility of the towing team is standby for any accident or breakdown towing assignments.
Beside the 4 standard tow trucks, the towing team also has a 10 tones tow truck standby for heavy commercial vehicles towing or any difficult towing tasks such as vehicle fell into cleft or river.
Dispatch Control Department
The Dispatch Control Department is the control center for the whole Support & Rescue Team. The Department consists of 3 Dispatch Controllers working in 3 shifts on a 24 hours basis. They have extensive knowledge in the geographical layout of Klang Valley, Selangor and other areas in Malaysia. This knowledge helps them to acquire information correctly when a customer or informer calls in to report an accident. Immediately after the phone conversation, the Dispatch controller will channel the information to all the Rescue Service Representatives and Towing specialists through wireless radios, hand phones, etc..
After all the RSRs received the information, the one nearest to the accident scene will dash to the scene. During the whole process, the Dispatch controller will maintain constant communication with the RSRs to guide them to the correct location. The fast and accurate information given by the Dispatch Controller is critical to assure RSRs will arrive the accident scene as soon as possible.
Our Claims Consultants are experienced in the claims process and dealing with the insurance companies for more than 10 years. Their main responsibility is to advise the customer on how to select the best alternative to repair the damaged vehicle.
Based on factors such as the amount of the excess, NCB, and the status of the customer’s insurance and the insurance of the third party involved, the Claims Consultant will advise the customer to either do a cash repair, conduct an Own Damage Claim, Third Party Claim, or other ways to solve the problem. The Claims Consultant will select an alternative that best suit the particular needs of the customer.
After the decision is made, the Claims Consultant will help the customer to proceed the standard procedures with collection of all the necessary documents and submit them to insurance company, and follow up on the approval letter. When the whole claim process is done and the vehicle is fully repaired, the customer will notify to come to collect the vehicle.
Besides the claims process, our Claims Consultant also provide advice on how to shop and select the best insurance cover, which type of cover is suitable to the customer, and anything that are related to automobile insurance.
When all the documents submitted to the insurance company, they will assign adjuster to survey the damaged vehicle. After the survey process, the vehicle will be transferred to the technical department to commence the repair process. THM always make sure the repair job is properly done and to ensure it, THM provides customer a one month warranty on the repair job.
Basically, THM has 2 repair stations, one is located at the HQ office at Jalan Ipoh and the other is at Segambut. The Jalan Ipoh Station is specialized in repairing Protons, Japanese vehicles (i.e. Nissan, Toyota, etc.), and heavy commercial vehicles (i.e. lorries, trailers, concrete mixers, etc.). The Segambut branch is specialized in repairing European Vehicles such as Mercedes, BMW, Audi and sports cars (i.e. Mitsubishi GTO, Nissan Fair lady, Porsche, etc.).
In the Technical Department, there are over 60 workers specialized in different skills and most of them already attached with THM for more than 10 years.
Both Repair Stations are equipped with state of the arts equipment to facilitate the professional repair jobs.