IAG release annual quality report

Posted: 2 March 2018 3:41 am

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This is the fifth year the insurer has released the report on both motor and property repairs.

Insurance company IAG has produced a report detailing the quality of its insurance repairs. In 2012, IAG created a Partner Repair Network, working with only select businesses with the right skills and ability to effect quality repairs. They continually monitor the quality and safety of the work carried out by its Partner Repair Network.

IAG is the only insurance company to make their quality repair data publicly available.

Issues found with motor vehicle repairs

From 2016 to 2017, IAG carried out 43,478 quality assessments of motor vehicle repairs. They found only 0.51% of repairs had quality issues and potential safety issues were apparent in 48 repairs. The report detailed 290 cases of alleged repairer fraud.

Property repairs quality

Out of 6,200 quality inspections, only 2.56% of the authorised repairs had issues. A total of 30 revealed potential safety issues. Where the inspection found quality issues, IAG worked with their repair network to resolve them.

IAG continue evolving repair network

IAG executive general manager of short tail claims Steve Fitzpatrick said the group was working to continually improve its repair network.

“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,” Fitzpatrick said.

Quality inspectors assessed 10% of all authorised repairs. The insurers are supporting their repair partners to continue to provide the highest quality, safe repairs.

“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,” Fitzpatrick said.

Training program for motor repairers

IAG has also created a new certification for its motor vehicle collision repair network. The Road to Gold I-CAR program takes 24 months to complete. Once complete, repairers receive an I-CAR Gold Class insurer status, the highest possible accreditation.

This certification will increase the knowledge of its authorised repairers, whilst giving customers additional peace of mind. The workmanship of repairs is guaranteed for the life of the vehicle.

Drones speeding up assessments

Fitzpatrick said IAG is regularly using drones where possible to speed up insurance assessments.

“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,” he said.

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Picture: Shutterstock

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