When a tow truck arrives at the scene of an accident on a Brunei highway within 30 minutes, the relief felt by the driver waiting on the roadside is not the result of luck. It is the result of a deliberately built, daily-tested, and refined system over more than a decade.
Bengkel Kereta Berakas Sdn Bhd (BKB) has spent the years since 2013 constructing what is now Brunei Darussalam’s most extensive towing and roadside assistance operation, one contract and one service call at a time. The company serves as the Authorized Service Provider for Takaful Brunei Am Sdn Bhd (TBA), Brunei’s largest takaful insurer, covering over 180,000 private motor takaful policyholders around the clock. What started as an operation handling roughly 4,500 calls per month has grown into a full-scale emergency response infrastructure processing over 7,500 calls monthly, a figure that speaks less to marketing and more to the kind of trust that accumulates through consistent, on-the-ground delivery. For this record of performance, BKB has received a 2026 Global Recognition Award in customer experience.
The company’s operational reach is considerable. BKB maintains a fleet of over 60 tow trucks, 12 roadside assistance double-cab vehicles, and 3 riders, all supported by a 24/7 call center. These are not aspirational figures but working infrastructure, dispatched every day across Brunei’s road network to meet policyholders at some of their most stressful moments.
A Decade of Measurable Service
Numbers, in the business of emergency roadside assistance, carry a particular weight. Since March 2021, BKB has maintained a Key Performance Indicator (KPI) of 90% or more for towing services delivered within 30 minutes, beginning at 91.73% and maintaining that standard without interruption since. That kind of consistency, sustained not over a quarter but across years, is what separates a serviceable operation from one that earns long-term institutional confidence.
The same standard applies to all of BKB’s roadside assistance services. Technicians respond to tire changes, battery jump-starts, emergency fuel provision of three liters at no charge, lockout assistance, and customer drop-offs, all within the 30-minute window and above the 90% KPI threshold. These are not exceptional outcomes reserved for high-profile clients. They represent the operational floor BKB holds itself to across every service category, every day. Global Recognition Awards evaluates applicants using the Rasch model, a measurement framework that creates a linear scale for precise comparisons across categories. BKB’s documented, data-driven track record positions it well under that methodology.
Complaint volumes remain low, and each complaint that does arise triggers a thorough internal investigation followed by prompt resolution. BKB has operated under the understanding that customer experience is shaped by every touchpoint in a process, from the first call to the moment a repaired vehicle is returned. That philosophy has guided the company’s decisions for over a decade.
Contracts That Reflect a Growing Reputation
BKB’s expansion beyond its original contract offers a practical measure of how the market has assessed its work. 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. Tokio Marine Insurance Singapore Ltd (Brunei Branch) signed a five-plus-two-year contract beginning in November 2023, following a thorough review of available providers. These multi-year commitments from established insurers represent decisions made after scrutiny, not gestures of goodwill.
To support the growing scope of its operations, BKB established two Accident Reporting Centers, one in Bandar Seri Begawan at Lambak Kanan Industrial Area, and one in Kuala Belait at Lorong Setia Diraja. Both operate around the clock, equipped with 24-hour CCTV surveillance, security personnel, and front counters for TBA customers and third-party claimants. BKB also introduced WhatsApp-based service reporting and a customer rating system, giving policyholders a direct and immediate channel to communicate and provide feedback.
“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,” said Alex Sterling, a spokesperson for Global Recognition Awards.
A Standard Built to Last
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 a single platform. The intent was not to rebrand the company’s image but to formalize a commitment to service already embedded in its operations, reducing friction for policyholders at moments when friction is least affordable. 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 its response standards.
The growth of BKB over the past thirteen years reflects something that does not appear easily in press materials: the compound effect of showing up reliably, day after day, in circumstances that test the patience and resources of any service organization. Emergency response is not a field where reputation is built through campaigns. It is built at the roadside, in the early hours of the morning, when a driver is stranded and a tow truck either arrives on time or it does not.
BKB has made a business of arriving on time and, in doing so, has quietly set the terms by which roadside assistance in Brunei is now measured.
