IAG Quality Report 2019-20

IAG today released its eighth annual Quality Report which provides the latest data on its monitoring of repair standards across its national motor and property repair networks.

IAG leads the industry in conducting quality inspections and publishes the results to reinforce its dedication to ensuring motor and property repairs meet its quality and safety standards.

IAG Executive General Manager Direct Claims Luke Gallagher said IAG was focused on supporting its customers during an extremely challenging year.

“From the devastating Black Summer bushfires, to severe hailstorms and the COVID-19 pandemic, 2020 challenged the nation in extraordinary ways,” Mr Gallagher said.

“Although COVID-19 restrictions had an impact on the number of quality inspections that could be conducted, we undertook almost 30,000 quality inspections across our motor and property portfolios.

“This underscores our dedication to quality, safety, continuous improvement and leading industry initiatives to help us deliver the best possible experience for our customers.”

Across its motor portfolio, IAG undertook 25,009 inspections and identified 1,923 quality issues. The average repair quality score was 96.8 per cent.

IAG conducted 4,873 property repair inspections and identified 436 quality issues.

IAG works with its repairers to rectify any issues identified during inspections.

The Quality Report 2019-20 also features the IAG Research Centre’s insights on Advanced Driver Assistance Systems (ADAS).

By 2026 roughly half of the Australian fleet should be equipped with ADAS that go beyond a reversing camera or parking sensors.

The IAG Research Centre is examining the opportunities and challenges this presents, from the potential to reduce collisions to how additional layers of complexity are impacting the motor repair industry.

IAG’s Property team is adopting the latest technology and innovations to deliver the best customer experience, such as a Virtual Assessment via video tool as part of IAG’s COVID-19 response to reduce the requirement for face to face interactions, and providing an efficient claim experience for our customers, colleagues and partners.

“Whether through the NRMA Insurance helicopter to help protect homes from bushfires or virtual assessing property inspections, we’re always exploring new ways to protect our customers and the community,” Mr Gallagher said.

Read the Quality Report 2019-20 (7.46 MB)

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