Published on April 19th 2020 in

IAG Quality Report 2018–19

IAG has released its seventh Quality Report, which provides the latest data on monitoring and assessment of repair standards across its national motor and property repair networks.

Luke Gallagher, IAG Executive General Manager Short Tail Claims, said IAG leads the industry in conducting quality inspections and releases the results to reinforce its dedication to ensuring its motor and property repairs meet customer quality and safety standards. “Our investment in quality inspections, documented guidelines, tools and training enables us to deliver high quality repairs using the latest technology,” said Gallagher.

Mr Gallagher said that over the past five years there has been a rapid increase in the level of technology and safety features in motor vehicles and this year’s Quality Report captures IAG’s quality inspection data over that time. “Between 2014 and 2019 we undertook more than 218,600 quality inspections and examined all repair types, with an even split between mid and post repair inspections,” he said.

“Our review of that data highlighted that certain types of damage presented issues more often and were more likely to be identified once a repair was completed. That’s why last year we updated our approach to concentrate on more critical repairs, with a greater focus on post repair inspections. Continuing this targeted approach is the best way to support repairers to deliver safe, quality repairs and ultimately, the best possible outcome for our customers.”

In 2018–19, IAG’s property assessors and partner coach auditors completed more than 29,000 quality inspections.

Quality issues were identified in 1.69 percent of authorised repairs and potential safety issues in 0.05 percent of authorised repairs. Where issues were identified during an inspection, IAG worked with repairers to rectify them.

IAG uses the latest technology to provide the best possible experience for its customers with property damage. In the past year it completed 5,478 drone assessments of property damage. The benefits of these assessments include:

  • Increased safety by reducing the need for personnel to climb onto a roof
  • A faster assessment, particularly after major events such as bushfires or floods when access can be difficult
  • Providing greater convenience and flexibility for customers.

IAG has also embedded its Work, Health and Safety Contract Management Program, which provides training for all IAG partner repairers, glaziers, restorers and their contractors, as well as its property assessors and auditors.

Since the program was implemented, 13,833 subcontractors and trades have completed the training.

Download the full report here

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