IAG Unveils 2016-2017 Quality Report

IAG today released its fifth Quality Report, the insurance industry’s only report that provides annual data on property and motor repair standards.

The IAG Quality Report gives insight into the monitoring, assessment and quality of repair standards across the company’s nationwide property and motor repair network.

IAG said it has been investing in its Partner Repair Network since 2012 to deliver safe, quality repairs and a high level of customer service across all its brands. The company added that the motor and property repair businesses IAG partners with have the skills, technology, equipment and resources to deliver efficient, high quality repairs for its customers across the country.

In 2016-17, IAG undertook 43,478 quality inspections of motor vehicle repairs. Quality issues were identified in 0.51 per cent of authorised repairs and potential safety issues in 0.01 per cent of authorised repairs.

IAG also undertook 6200 quality inspections of property repairs. Quality issues were identified in 2.56 per cent of authorised repairs and potential safety issues in 0.05 per cent of authorised repairs. Where an issue was identified during an inspection, IAG worked with repairers to rectify them.

IAG Executive General Manager of Short Tail Claims, Steve Fitzpatrick, said IAG is focused on continually supporting its partner repairers to further enhance their ability to deliver the highest quality repairs and service for customers.

“Over the past financial year, we increased the number of inspections across all brands underwritten and backed by IAG, with just under 50,000 motor and property inspections completed,” Fitzpatrick said.

“We will ensure our Partner Repair Network continues to evolve to provide the best possible experience for our customers, with the delivery of high quality repairs and excellent customer service.”

IAG has also introduced the Road to Gold I-CAR Certification for Motor Partner Repairers. This training will take approximately 24 months for partners to complete and is currently being rolled out progressively state by state.

The company said the certification will further enhance the knowledge of motor partner repairers and give customers more peace of mind that their vehicle is being repaired to the highest quality standard by a repairer with the highest possible accreditation in Australia.

The I-CAR programme complements the range of initiatives IAG has put in place to ensure quality of repairs, including the 10 Point Quality Repair Plan, Partner Repairer National Standards, and IAG’s attainment of I-CAR Gold Class Insurer status.

IAG said it is also using the latest technology to help its customers recover from incidents as quickly as possible.

“We are using drones which allow us to more quickly and safely assess a property after a fire, storm or flood. This means we can get the claim process underway for our customer as quickly as possible,” Fitzpatrick said.

To view the report, visit www.iag.com.au.