IAG Quality Report 2022-23

IAG, whose brands include NRMA Insurance, CGU, WFI and ROLLiN’, today released its Quality Report for 2022-23 which provides an annual update on repair performance across its national motor and property repair network.

The 11th edition of the annual Quality Report reveals that in the 2023 Financial Year, IAG conducted 320,000 repair assessments, including more than 70,000 motor repair quality inspections (an increase of 16,000 from FY22). It also undertook 3,232 property repair quality inspections (an increase of 365 from FY22).

The uplift in quality inspections reflects the significant number of claims IAG processed in FY23, with IAG paying around $10.2 billion in claims – an increase of 20% on FY22.

Despite the increase in claims volume, and therefore more repairs being conducted, quality and safety remained IAG’s priority with the business achieving a quality score of 97.7% in FY23.

The latest Quality Report also outlines the various challenges faced throughout the year including devastating floods on the east coast and severe weather across the country, as well as ongoing inflationary pressures, and difficulties with securing trades and materials experienced across the industry.

IAG Executive General Manager Direct Claims Luke Gallagher said through the dedication of its partners, the insurer was able to overcome the challenges of the past year and focus 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,” Mr Gallagher said.

“Communities across New South Wales, Victoria and South Australia suffered terrible flooding. We focused on ensuring the safety and recovery of our customers, as well as supporting those people recovering and rebuilding following the February 2022 floods in South East Queensland and Northern New South Wales.

“We are thankful for the dedication of our trades who undertook emergency make-safe repairs and remediation works to damaged properties, working closely with our claims team to complete repairs and rebuilds for our customers.”

This year’s Quality Report also details a new partnership between IAG and an Indoor Environmental Professional (IEP) service to provide specialist guidance for property remediation, with learnings from the partnership having the added benefit of facilitating new mould remediation standards within the restoration industry. The report also highlights that IAG’s motor repair partner Repairhub supported more than 70,000 customers with vehicle repairs.

Beyond its focus on delivering excellent customer outcomes, Repairhub also offers an invaluable opportunity for the next generation of repairers through its Apprenticeship Program, with a cohort of 35 recruits successfully completing last year’s program.

Mr Gallagher said key factors in IAG’s strong performance in its repair operations are its focus on extensive monitoring, quality controls, and its lifetime guarantee on the workmanship of its repairs, which provide peace of mind for its customers.

“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.”

The 2022-23 IAG Annual Quality Report can be downloaded below.