ICICI Lombard General Insurance, one of India’s leading private general insurers, has launched ‘Service Assure’ under its IL Smart Assist roadside assistance program. The initiative promises assistance within 30 minutes for private car customers in case of vehicle breakdowns or accidents across eight metro cities — Mumbai, Delhi, Bengaluru, Chennai, Hyderabad, Kolkata, Pune, and Ahmedabad.
The launch marks another milestone in the company’s 25-year journey and reflects its strategy of transforming motor insurance from just a claims-service category into a complete service assurance experience.
Under Service Assure, customers facing a breakdown or accident can call ICICI Lombard’s toll-free helpline. After policy verification and location confirmation through WhatsApp, a trained technician or towing vehicle is dispatched immediately. Customers also receive technician details along with a clear 30-minute service commitment.
If assistance is delayed beyond the promised timeline, ICICI Lombard will provide additional support benefits, including personalized claims assistance, vehicle health check-up, customer distress support, and replenishment of the first-aid kit.
The new offering builds on the company’s earlier ‘Smart Saver Plus’ initiative launched in June 2024, which assured faster repair turnaround times at selected partner garages. With Service Assure, ICICI Lombard is now extending its assurance-driven approach from vehicle repairs to roadside emergencies.
Commenting on the launch, Gaurav Arora, Chief – Commercial Lines & Motor (Underwriting & Claims), ICICI Lombard, said the company aims to redefine motor insurance by focusing not only on claim settlements but also on how quickly and reliably assistance reaches customers during emergencies.
Manish Vij, Founder of Global Assure — the service partner for Service Assure — said the initiative is designed to reduce customer anxiety during roadside breakdowns through faster response times, real-time tracking, and reliable assistance.
