IAG vehicle repairs achieved a quality score of 97.7 per cent in the 2022-2023 financial year, according to the company’s latest Quality Report. The figure is an increase of 0.5 percentage points compared to the company’s Quality Report for FY 2021-2022.
Over the past financial year, 70,877 repairs – 22.1 per cent of authorised repairs – had quality repair inspections conducted by company assessors at IAG repair facilities. More than 16,000 additional inspections were performed compared to FY 2022, reflecting the “significant number of claims” the insurer processed in FY 2023.
Assessors logged 1,451 quality issues, defined as requiring slight or minimal rework, through to poor repair potentially compromising the vehicle’s pre-accident condition. Potential safety issues (requiring significant rework / rectification due to poor repair, potentially compromising vehicle safety) were 0.1 per cent of authorised repairs, while behavioural issues (relating to repairs not completed as authorised and customer service) were 0.2 per cent of authorised repairs.
The report also highlighted that IAG’s vehicle repair chain, Repairhub, performed vehicle repairs for more than 70,000 customers.
Luke Gallagher, IAG Executive General Manager Direct Claims, said working with the company’s partners, IAG overcame the challenges of the past year and focused on “delivering the best possible experience” for its customers.
“We are grateful for the skills and dedication of our network of motor and property repair partners who play a vital role in our operations, undertaking a large volume of quality inspections and helping us to provide our customers with efficient, safe and quality repairs to their vehicles and properties,” said Gallagher.
According to Gallagher, a focus on extensive monitoring, quality controls, and lifetime guarantee on the workmanship of its repairs were key factors in IAG’s strong performance in its repair operations.
“There’s no doubt the past five years have reminded us all to be ready for anything, whether that’s severe floods, bushfires or a pandemic,” he said.
“I remain confident that in close partnership with our repair networks, we will be able to rise above the challenges that come our way and continue to deliver high quality and safety standards and repairs for our motor and property customers.”