-- Bengkel Kereta Berakas Sdn Bhd (BKB) has been named a recipient of a 2026 Global Recognition Award, earning the distinction for building Brunei Darussalam's most dependable towing and roadside assistance operation and establishing a measurable standard for customer experience that stands among the highest in Southeast Asia. The company's recognition reflects more than a decade of consistent, data-backed performance across a growing portfolio of insurance and commercial clients, demonstrating operational reliability that few service providers in the region have achieved. BKB's work has produced a verifiable record for what structured, scalable emergency response looks like when sustained over time.
Photo Courtesy of BKB
Since 2013, BKB has served as the Authorized Service Provider for Takaful Brunei Am Sdn Bhd (TBA), Brunei's largest takaful insurer, providing unlimited towing and roadside assistance to more than 180,000 private motor takaful policyholders nationwide. What began as a contract managing roughly 4,500 calls per month has grown into a full-scale emergency response operation handling over 7,500 calls per month, a figure that reflects increased demand and sustained confidence from policyholders who rely on BKB during critical moments. The company's operational infrastructure remains the largest of its kind in Brunei, supported by a fleet of more than 60 tow trucks, 12 roadside assistance double-cab vehicles, 3 riders, and a 24/7 call center that ensures continuous availability.
A Decade of Measurable Service Excellence
BKB's recognition is grounded in verifiable performance data covering more than ten years of sustained operations, distinguishing it from providers whose consistency is measured in months rather than years. Since March 2021, BKB has maintained a key performance indicator (KPI) achievement rate above 90%, consistently delivering towing services within 30 minutes, a threshold it first reached at 91.73% and has never fallen below since. This level of endurance across service categories, rather than in isolated instances, forms the foundation of BKB's case for international recognition.
Roadside assistance services meet the same rigorous standard, with technicians responding to tire changes, battery jump-starts, emergency fuel provision, lockout assistance, and customer drop-offs, all within 30 minutes and above the 90% KPI threshold. Global Recognition Awards evaluates applicants using the Rasch model, a measurement approach that creates a linear scale enabling precise comparisons across categories, and BKB's performance data positions it strongly under this framework. Complaint volumes remain minimal, and each complaint triggers a thorough internal investigation with prompt resolution, ensuring that most customers leave the process confident in the service they received.
Expanding Trust, Expanding Contracts
BKB's reputation for reliable service earned it business well beyond its original principal, as AWP Services Singapore Pte Ltd contracted BKB from March 2023 to provide services for QAF Auto BMW Brunei members, marking the company's first formal engagement with an overseas partner. National Insurance Company Sdn Bhd followed with a seven-year contract effective July 2023, while Tokio Marine Insurance Singapore Ltd (Brunei Branch) signed a five-plus-two-year contract beginning November 2023, each choosing BKB after a thorough review of available options. These are multi-year commitments from established insurers who publicly confirmed satisfaction with the services delivered to their policyholders, reflecting the degree to which BKB has become a trusted name beyond Brunei's borders.
BKB also established two accident reporting centers, one in Bandar Seri Begawan at Lambak Kanan Industrial Area and one in Kuala Belait at Lorong Setia Diraja, operating around the clock with 24-hour CCTV surveillance, security personnel, and front counters for TBA customers and third-party claimants. The introduction of WhatsApp-based service reporting and a customer rating system gave policyholders a direct channel to communicate and provide feedback in real time, further strengthening the quality of each service interaction. BKB has since expanded its scope to include 24/7 heavy-equipment towing for commercial vehicles insured through TBA's authorized agents, broadening its capabilities without compromising its established response standards.
Final Words
BKB launched its "24 Roadside Assist" brand in 2019, backed by a dedicated accident reporting center that consolidated accident notifications, claims reporting, and roadside response under one roof, reducing friction for policyholders at their most stressful moments. The brand represented a structural commitment to a higher standard of service rather than a marketing exercise, one that has only grown more comprehensive as BKB expanded its client base and service offerings over the years. The company understood that customer experience is not built through a single interaction but through every touchpoint in a process that begins at the first call and ends when the vehicle is repaired, a philosophy that has guided its growth for over a decade.
Alex Sterling, a spokesperson for Global Recognition Awards, remarked, "Bengkel Kereta Berakas Sdn Bhd exemplifies what it means to earn customer trust at scale, and its decade-long record of performance, fleet investment, and service innovation represents exactly the standard of customer experience that a 2026 Global Recognition Award is designed to recognize." The company's continued expansion in scope and client base reflects the degree to which the market has come to rely on BKB as a core part of Brunei's motor insurance ecosystem. BKB's story is one of deliberate growth, where every contract secured and every service milestone achieved has added to a record that now ranks among the most documented cases of service reliability in Southeast Asia.
About Global Recognition Awards
Global Recognition Awards is an international organization that recognizes exceptional companies and individuals who have made significant contributions to their industries.
Contact Info:
Name: Alexander Sterling
Email: Send Email
Organization: Global Recognition Awards
Website: https://globalrecognitionawards.org
Release ID: 89194369
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