IAG Quality Report 2023-24

IAG, whose brands include NRMA Insurance, CGU, WFI and ROLLiN', today released its Quality Report for 2023-24 which provides an annual update on repair performance across its national motor and property repair networks.

The 12th edition of IAG's annual Quality Report outlines the quality and safety inspections undertaken across our national motor and property repairs. The report also details IAG's research into the new and rapidly advancing technologies we've implemented to better support our customers and repairers.

Over the 2023-2024 Financial Year, the report reveals IAG conducted 310,000 repair assessments. IAG motor assessors and repair facilities conducted almost 80,000 motor repair quality inspections, an increase of nearly 10,000 from the year prior. The average repair quality score was 98%.

IAG also undertook 2,885 property quality inspections, fewer than the previous year as a result of the more benign weather period, which was supplemented by further investment in education and engagement programs to encourage property resilience and preparedness.

IAG continues to support customers and communities to recover and rebuild in the aftermath of Ex-Tropical Cyclone Alfred. Across its brands, IAG received approximately 10,000 property and motor claims from its customers in South East Queensland and Northern New South Wales, to the end of March.

IAG Executive General Manager Retail Claims Luke Gallagher said through the dedication of its partners and investment in new response innovations, IAG was able to overcome the challenges associated with severe weather events and support customers faster and better than ever.

"As communities across South East Queensland and Northern New South Wales rallied together to prepare for Cyclone Alfred, our 24/7 Major Event Response team was operating from our new Major Events Command Centre and was able to deploy and monitor our on-the-ground resources and ensure we were in the heart of communities providing face-to-face support for customers in the most impacted areas at Disaster Recovery Centre and through our NRMA HELP Response Vehicles," Mr Gallagher said.

"I'd like to thank all our teams and property and motor repair partners for their dedication in supporting our customers with their claims, including undertaking emergency make-safe repairs for customers, arranging temporary accommodation and providing emergency financial assistance.

Our property repair partners have been on the ground making emergency repairs with our Make-Safe tarping, a superior material to a traditional tarp, which better prevents further wind and water damage.

Luke Gallagher

IAG Executive General Manager Retail Claims

We also partnered with Optus to trial their new Starlink micro terminals, a game-changing innovation that provides internet access to areas cut off from power and telecommunications services.

It's our investment in these new technologies that significantly enhances the support we can provide our customers during a distressing time."

Mr Gallagher also said that quality and safety will always remain IAG's top priority.

"By undertaking extensive inspections and monitoring through our Quality Repair Framework, coupled with our lifetime workmanship repair guarantee, we can give our customers confidence that their motor and property repairs meet our high standards."

This year's Quality Report also details IAG's investment in upskilling our qualified IAG Motor Assessors to support Electric Vehicle customers.

"Our research shows that 1 in 10 NRMA insurance vehicles will be electric by 2030. To prepare for this surge, we've launched our Motor Quality Initiative to make sure our customers, repair partners and the wider motor industry have the latest information at their fingertips," Mr Gallagher said.

"Our belief that we can make tomorrow a safer place, is underpinned by our continued research and investment into future technologies and stronger response infrastructures."

The 2023-24 IAG Annual Quality Report can be downloaded below.