IAG Makes Progress On Digital Transformation Of Customer Experience

IAG says it completed a number of “delivery milestones” in financial year 2021-2022 (FY2022) that has simplified the processes and technologies that underpin the business, improving enterprise efficiency and the customer experience.

“We are more than halfway through the build of our Enterprise Platform in our personal lines business, adding to our now consolidated claims system,” IAG CEO Nick Hawkins said. “Our customer, policy, pricing, and claims systems are fully operational for NRMA customers in Western Australia, South Australia, and the Northern Territory, and we’ve accelerated the digital transformation of our customer experience, making it easier for customers, brokers, and partners to do business with us.

While it is early days, Hawkins said IAG is pleased with the progress made against its aim to deliver $400 million of value through claims and supply chain effectiveness. “We launched the Online Motor Claims tracker in May, which now has more than 170,000 customer interactions. Our online digital claims lodgements have increased, and the benefits are starting to flow through from our motor repair model programme,” he added.