Insurance Australia : Quality report for property and motor repairs 2016-17

The IAG Quality Report gives insight into the monitoring, assessment and quality of repair standards across IAG's nation-wide property and motor repair network.

IAG 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 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% of authorised repairs and potential safety issues in 0.01% of authorised repairs.

IAG also undertook 6,200 quality inspections of property repairs. Quality issues were identified in 2.56% of authorised repairs and potential safety issues in 0.05% 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,' Mr 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 our partners to complete and is currently being rolled out progressively state by state.

This Certification will further enhance the knowledge of our motor partner repairers and give our customers further peace of mind that their vehicle is being repaired to the highest quality standard by a repairer with the highest possible accreditation in the nation.

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

Emerging technology

IAG 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,' Mr Fitzpatrick said.