IAG has released its 2019-2020 Quality Report, detailing repair standards data across its national motor and property repair networks.
The company said COVID-19 restrictions impacted the number of quality inspections that could be conducted, but almost 30,000 quality inspections were performed across its motor and property portfolios.
“This underscores our dedication to quality, safety, continuous improvement and leading industry initiatives to help us deliver the best possible experience for our customers,” said Luke Gallagher, Executive General Manager Direct Claims at IAG.
According to the 2019-2020 Quality Report, IAG undertook 25,009 inspections across its vehicle insurance portfolio and identified 1923 quality issues, with an average repair quality score of 96.8 per cent. IAG’s property portfolio fared worse than its vehicle one, with 4873 property repair inspections performed and 436 quality issues identified.
The company said it worked with its repairers to rectify issues identified during inspections.
The report also features the IAG Research Centre’s insights on advanced driver-assistance systems (ADAS). IAG said by 2026, it expects roughly half of the Australian car parc to be equipped with ADAS that go beyond a reversing camera or parking sensors. The IAG Research Centre said it is examining the opportunities and challenges this presents, from the potential to reduce collisions to how additional layers of complexity are impacting the vehicle repair industry.
IAG said it is focused on ensuring its assessors and partner repairers continue to build their knowledge, keep up to date with the latest technology and are suitably trained.
The company also provided insight into how technology will be used to process future claims. IAG said its property team is adopting the latest technology to deliver “the best customer experience”, such as a virtual assessment via video tool as part of its COVID-19 response. IAG said the technology reduces the requirement for face-to-face interactions and provides an efficient claim experience for customers, colleagues, and partners.