Bengkel Kereta Berakas Sdn Bhd (BKB) has been recognized with a 2026 Global Recognition Award for building Brunei Darussalam’s most dependable towing and roadside assistance operation from the ground up, setting a measurable standard for Customer Experience that few service providers in Southeast Asia have matched.

Since 2013, BKB has served as the Authorized Service Provider for Takaful Brunei Am Sdn Bhd (TBA), Brunei’s largest takaful insurer, delivering unlimited towing and roadside assistance to more than 180,000 private motor takaful policyholders. What began as a contract handling roughly 4,500 calls per month has grown into a full-scale emergency response operation managing over 7,500 calls per month, a figure that reflects not just increased demand but also sustained confidence from policyholders who have come to rely on BKB when it matters most. The company’s operational infrastructure remains the largest of its kind in Brunei, with a fleet of over 60 tow trucks, 12 roadside assistance double-cab vehicles, and 3 riders, all supported by a 24/7 call center.

A Decade of Measurable Service Excellence

BKB’s recognition is grounded in hard numbers that cover more than a decade of consistent, verifiable performance, distinguishing it from service providers who meet standards only intermittently. Since March 2021, BKB has maintained a Key Performance Indicator (KPI) achievement above 90%, delivering towing services within 30 minutes, a threshold it first reached at 91.73% and has never fallen below since. This level of consistency, sustained across years rather than months, is precisely what separates a reliable service provider from a world-class one, and it forms the foundation of BKB’s case for recognition.

Roadside assistance services meet the same rigorous standards, with BKB technicians responding to tire changes, battery jump-starts, emergency fuel provision of 3 liters at no charge, lockout assistance, and customer drop-offs, all within 30 minutes and above the 90% KPI threshold. These are not isolated milestones but represent the operational baseline BKB holds itself to every day, across every service category it manages. Global Recognition Awards evaluates applicants using the Rasch model. This measurement approach creates a linear scale to enable precise comparisons across categories, and BKB’s data-driven track record positions it strongly under this framework.

Expanding Trust, Expanding Contracts

BKB’s reputation for reliable service earned it business well beyond its original principal, with AWP Services Singapore Pte Ltd contracting BKB from March 2023 to provide services for QAF Auto BMW Brunei members, marking the company’s first formal recognition from 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, choosing BKB after a thorough review of available options. These are multi-year commitments from established insurers who publicly confirmed that they made the right choice and expressed satisfaction with the services delivered to their policyholders.

BKB also established two Accident Reporting Centers (ARC), one in Bandar Seri Begawan at Lambak Kanan Industrial Area and one in Kuala Belait at Lorong Setia Diraja, which operate around the clock and are equipped with 24-hour CCTV surveillance, security personnel, and front counters for TBA customers and third-party claimants. Holding yards at locations accept accident vehicles at any hour, ensuring that policyholders are never left without a place to bring their vehicles after an incident. The introduction of WhatsApp-based service reporting and a customer rating system further modernized the experience, giving policyholders a direct channel to communicate and provide feedback in real time.

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 was not a marketing exercise but a structural commitment to a higher standard of service, one that has only grown more comprehensive over time. BKB has since expanded its services to include 24/7 heavy equipment towing for commercial vehicles insured through TBA’s authorized agents, broadening its scope without compromising response standards.

Complaint volumes remain minimal, and each complaint received triggers a thorough internal investigation with prompt resolution, ensuring that most customers leave the process satisfied with the outcome. BKB 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 the company’s growth for over a decade. Alex Sterling, a spokesperson for Global Recognition Awards, noted, “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.”