- Case Study -

Budget Direct Insurance




J&T Express' reliable and efficient last-mile delivery service cultivated between Budget Direct Insurance and J&T Express Singapore.


Budget Direct Insurance is a direct-to-consumer insurer for Car Insurance, Motorcycle Insurance, and Travel Insurance, where consumers can purchase directly without intermediaries. Due to the COVID-19 pandemic, Budget Direct Insurance recognises the need for some essential documents to be delivered reliably and promptly, in a contactless manner, to customers.


This prompted Budget Direct Insurance to seek an efficient and reliable logistics provider who not only has a comprehensive logistics network but also possesses a good tracking system that would give them peace of mind in knowing that critical documents reached the respective customers efficiently and safely.


Following an extensive review, Budget Direct Insurance engaged J&T Express earlier this year, having met its stringent criteria of efficient, secure, and quality express service, and has since been the partner of choice in supporting the insurer’s last-mile delivery needs in Singapore. The success of the partnership is the result of J&T Express’ ability to provide a seamless delivery experience by providing exceptional service at every touchpoint.


Seamless experience through a user-friendly platform

As a tech-driven company, ensuring a user-friendly platform for its customers has always been one of J&T Express’ top priorities. Demonstrating this, Budget Direct Insurance is able to manage and track their delivery orders with ease, thanks to the J&T Express platform. This allows the team to improve their efficiency and focus their energy on servicing their clients. The platform also offered greater flexibility as changes to order details such as delivery addresses can be made directly on the platform, minimising any hassle or interferences for the recipient before the delivery takes place.


Ms Jessie Koh, Manager, People and Culture, Budget Direct Insurance, who initiated the partnership, said, “What stands out to us as well, beyond the efficient, reliable service and ease-of-use of its platform, is how the team tries their best to accommodate to Budget Direct Insurance’s needs. Regardless of what our day-to-day orders look like, J&T Express is always able to fulfil our delivery and arrange for pick-up without enforcing a minimum order, which takes the pressure off the team here when it comes to getting these critical documents off to our customers in a timely manner.”


Efficient, attentive customer service

Customer service is one of the most important aspects of J&T Express’ business. Budget Direct Insurance appreciates the dedication of the J&T Express team, who are always readily available via various communications channels, providing timely support and response to any urgent queries, and quick to find solutions to work around the problem.


Since working with J&T Express, Budget Direct Insurance received responsive and attentive after-sales support from the team, where any issues that require troubleshooting was met with immediate support from the relevant departments, so as to ensure that J&T Express can deliver the highest quality service possible.


A customer-first approach

For J&T Express, it is in its DNA to be customer-first and understand the importance of being agile in this business, which is why J&T Express goes above and beyond through its highly personalised services catered to Budget Direct Insurance’s specific needs. For example, when supporting the delivery of welfare packs to Budget Direct Insurance’s employees earlier this year, J&T Express demonstrated agility in its last-mile service in several ways, such as minimising interruption for those working at the call centre when making the deliveries, and re-scheduling delivery for employees who have changed their addresses.


Jessie added, “Since we started working with J&T Express, we saw improved customer satisfaction due to fewer missing or delayed deliveries. Being able to track our parcels is very important and the J&T Express’ platform allows us to effectively track in real-time the status of the delivery, providing everyone involved with peace of mind. All in all, J&T Express exceeds our expectations in what we look for in a logistics partner.” As a partner to its customers, J&T Express will continue to listen to customers like Budget Direct Insurance to ensure that new services are introduced to meet their changing needs.


About Budget Direct Insurance

Budget Direct Insurance is an award-winning online digital insurance company. It is part of an international insurance group that provides insurance solutions for millions of policyholders worldwide. Their brands include EasyCompare in Thailand, Compare the Market in the UK, Budget Direct in Australia and Telesure in South Africa.



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