IAG has released its 2023-24 Quality Report, providing updates on the insurer’s motor and property repair performance, inspection volumes, and progress in integrating new technologies across its operational network.
The report, marking its 12th annual edition, covers activity across the group’s brands, including NRMA Insurance, CGU, WFI, and ROLLiN’.
Over the financial year, IAG carried out approximately 310,000 repair assessments. Nearly 80,000 quality checks were performed on motor vehicle repairs, up from around 70,000 the year before. The average quality score recorded was 98%, consistent with prior results.
Property-related quality inspections totalled 2,885 for the year, down from the previous period. IAG attributed the decrease to fewer major weather events and noted a continued focus on initiatives that promote property preparedness and resilience.
In response to Ex-Tropical Cyclone Alfred, which affected parts of South East Queensland and Northern New South Wales, IAG reported receiving about 10,000 claims across both motor and property portfolios.
The company said it mobilised support teams and equipment in affected communities to manage the recovery effort.
Luke Gallagher, IAG’s executive general manager of retail claims, said the organisation’s investment in technology and coordination capabilities had enhanced its response to severe weather incidents.
“As communities across South East Queensland and Northern New South Wales rallied together to prepare for Cyclone Alfred, our 24/7 Major Event Response team was operating from our new Major Events Command Centre and was able to deploy and monitor our on-the-ground resources and ensure we were in the heart of communities providing face-to-face support for customers in the most impacted areas at Disaster Recovery Centre and through our NRMA HELP Response Vehicles,” he said.
He added that partners across IAG’s motor and property repair network carried out emergency make-safe repairs, arranged temporary housing for displaced policyholders, and helped facilitate emergency financial aid.
The insurer also partnered with telecommunications provider Optus to pilot the use of Starlink micro terminals, aimed at delivering internet connectivity to areas without access to conventional services during outages.
Gallagher said that maintaining high standards through the company’s Quality Repair Framework remains central to its claims management approach.
“By undertaking extensive inspections and monitoring through our Quality Repair Framework, coupled with our lifetime workmanship repair guarantee, we can give our customers confidence that their motor and property repairs meet our high standards,” he said.
As the adoption of electric vehicles continues to rise, IAG said it is training its motor assessors to meet the needs of a changing vehicle fleet.
The group noted its research shows around 10% of NRMA-insured vehicles are expected to be electric by 2030.
“To prepare for this surge, we’ve launched our Motor Quality Initiative to make sure our customers, repair partners and the wider motor industry have the latest information at their fingertips,” Gallagher said. “Our belief that we can make tomorrow a safer place, is underpinned by our continued research and investment into future technologies and stronger response infrastructures.”
