IAG has released its Quality Report 2020-21, which shows almost 10 per cent of its network’s vehicle repairs had quality issues.
According to IAG, COVID-19 restrictions over the past financial year limited the number of quality inspections conducted. The company’s motor assessors and auditors completed 14,481 motor repair inspections (4.70 per cent of authorised repairs) and identified 1434 quality issues. The average repair quality score was 95.4 per cent.
There were 58 potential safety issues, defined as “significant rework/rectification required due to poor repair potentially compromising the safety of the vehicle, therefore not meeting our quality and safety standards”, and 199 behaviour issues, defined as “issues relating to repairs not completed as authorised, and customer service”.
IAG said it works with its repairers to rectify issues identified during inspections.
“Our Motor and Property Quality Framework provides protection for our customers and gives them the peace of mind that is an integral part of a great repair experience,” the company said. “IAG’s high quality repair standards are underpinned by our Quality Plan, which is regularly reviewed by our Insurance Supply Chain team.”
According to IAG, its investment in quality inspections, documented guidelines, tools, and training enable it to provide high quality repairs to customers and caters for the latest technology.
“Repair plans which identify the correct repair methods in accordance with documented manufacturers’ technical specifications and repair guidelines (including those supplied by other industry agencies or authorities) ensure we provide our customers with a quality and safe repair,” IAG added.
The 2020-21 report also outlined IAG’s requirements for the safe repair of vehicles fitted with ADAS technology.
The company said it introduced a stringent set of guidelines to ensure suppliers providing these services meet IAG’s compliance obligations and hold all relevant qualifications.
IAG has experienced an increased number of ADAS calibrations performed during vehicle repairs, which is expected to grow as ADAS technology becomes more common and new motor vehicle models are released.
“Increasing numbers of motor vehicles on the market now feature the latest advanced driver-assistance systems, such as multiple collision sensors or cameras,” said Luke Gallagher, Executive General Manager Direct Claims. “ADAS can be impacted by a collision and may need to be calibrated following repairs, even after a windscreen replacement.
“To ensure a quality, safe repair, we require that every vehicle featuring ADAS technology is scanned before and after collision repairs,” Gallagher said.