IAG Managing Director and CEO Peter Harmer said that IAG is well-advanced in its response to the COVID-19 pandemic. “From the outset, we have prioritised the health and wellbeing of our people, customers and business partners, as well as the communities in which we operate, as we respond to this dynamic situation. More than 90 percent of our people in Australia are now working from home, and our technology team is well-progressed with its plans to set up the rest of our people to work from home.”
“We are employing up to an additional 400 people in the customer-facing parts of our business to help meet the needs of our customers. From a business perspective, service levels have held steady and we have seen an encouraging lift in productivity, energy and engagement across our operational teams as we work to support our customers and each other,” Harmer added.
“We are working with our partner builders, repairers and supply chain to ensure we are supporting our customers throughout the claims process. Where possible, our claims assessing processes have been revised to allow desktop and digital assessments to minimise face-to-face interaction. In addition, we are focused on enhancing the ways in which we can support our customers and meet their needs in these challenging times.”
IAG late last week announced several measures across its Australian business to support customers and suppliers. These include:
- Travel insurance refunds without penalty for the unused proportion of premiums.
- Deferred premium payments for up to six months for small businesses experiencing financial hardship.
- Full refunds for small businesses which cancel their insurance, with no administration or cancellation fees.
- Maintenance of full insurance cover for small businesses which need to close premises due to the impact of COVID-19, with no changes to premium.
- Reduced payment times to suppliers, from up to 30 to no more than 15 business days.
IAG’s New Zealand business also announced similar measures late last week for its customers and suppliers affected by COVID-19.