Insurance Australia Group (IAG) has released its Quality Report 2020-21 to show any changes in repair standards across its national motor and property repair networks.
In its ninth consecutive year, the quality report outlined that COVID-19 restrictions during the 2020-21 financial year limited the number of quality inspections that IAG could conduct. Despite this barrier, the insurance giant completed over 14,400 motor repair inspections and identified 1,434 quality issues during 2020-21, with the average repair quality scores hitting 95.4%. During the same period, IAG conducted 2,867 property repair inspections and identified 127 quality issues.
Luke Gallagher, executive general manager direct claims at IAG, said the IAG Quality Report 2020-21 highlighted the insurer’s commitment to providing a quality customer experience despite extreme weather events and the COVID-19 pandemic by ensuring motor and property repairs meet its quality and safety standards.
“This time last year, we were supporting our east coast customers through devastating storms and floods. Sadly, the same tragic situation is unfolding again. Our focus is helping them recover as quickly as possible,” Gallagher said. “We do this by providing them with the best possible claims experience, backed up by our dedication to ensuring their repairs meet our quality and safety standards.
“By adopting the latest innovations and technology, from virtual property assessments over a smartphone to advanced tarpaulin products to better protect homes, we’ve overcome the range of challenges thrown at us by the pandemic and extreme weather events.”
The latest quality report outlined IAG’s requirements for the safe repair of vehicles fitted with Advanced Driver Assistance Systems (ADAS), a technology becoming more advanced and standard inclusions in new motor vehicles.
The report also included an update on IAG’s recently launched virtual assessing and MakeSafe tarping for property claims and featured how the IAG-backed NRMA Insurance’s helicopter helped New South Wales (NSW) emergency authorities during the flood last year and recently.
“Whether it’s floods, fires, cyclones, or hail, we’ll continue to be there – on the ground or in the air – for our customers and the community when they need us most,” Gallagher said.
