IAG Quality Report 2021 – 2022

IAG Quality Report 2021 – 2022

IAG, whose brands include NRMA Insurance, CGU, WFI and ROLLiN’, today released its Quality Report 2021-22 which provides the latest data on its monitoring of repairs across its national motor and property repair networks.

This is the 10th consecutive year IAG has published its Quality Report. This underscores its dedication to providing customers with the best possible claims experience by ensuring motor and property repairs meet its quality and safety standards.

Over the 2022 Financial Year, IAG conducted 54,688 motor repair quality inspections and identified 1,389 quality issues. The average repair quality score was 97.2 per cent.

IAG also conducted 2,867 property repair inspections and identified 127 quality issues.

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

IAG Executive General Manager Direct Claims Luke Gallagher said the easing of COVID-19 lockdown restrictions over the past financial allowed IAG to increase its on-site motor and property inspections.

“The past few years of the pandemic have provided a range of challenges, but our investments in the latest digital technology and innovations, such as virtual property assessing, have allowed us to maintain our focus on providing quality, safe and efficient repairs for our customers in line with our Quality Plan,” Mr Gallagher said.

“Our focus over the past year has been supporting our customers impacted by some of the most devastating storms and floods on record.”

We’ve helped our customers through these challenging times by providing emergency support such as temporary accommodation, and helped them get back on their feet by providing the best possible motor or property claim experience.

Luke Gallagher

IAG Executive General Manager

This year’s Quality Report also looks at IAG’s latest innovations such as the use of Indoor Environment Professionals (IEP) for hygiene assessments where there is storm or flood damage to a property. It also highlights NRMA Insurance’s collaboration with the Bushfire Building Council of Australia (BBCA) and other partners on the creation of the FORTIS House building design principles for best practice disaster resilience.

Originally created in response to the Black Summer bushfires, the FORTIS House design principles have been extended to extreme hazard upgrades for cyclones and floods.

Also included in this year’s Quality Report is the role of IAG’s Motorserve Assessment Centres in our Motor Repair Model to provide our customers with the smoothest possible repair experience, and how this is complemented by IAG’s Genuine Parts policy and lifetime guarantee on repairs we authorise.

“People across the country are facing a range of challenges at the moment from economic pressures to the impact of devastating severe weather events,” Mr Gallagher said.

“Our customers can have confidence that our focus on quality, safety and continuous improvement will continue to grow with our dedication to providing people and businesses with the best possible claim experience.”

The 2021-22 IAG Air Quality Report can be downloaded below.

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