IAG may offshore jobs

IAG may offshore jobs

IAG may offshore jobs IAG is looking to offshore jobs in a bid to boost efficiency it has been reported.

The insurer will look to move an unknown number of jobs from Australia next year, The Canberra Times reported, but it is “too early” to say how many jobs may be affected, a spokeswoman told the publication.

The spokeswoman said that employees had been notified of the changes as the insurer will “automate and outsource” some processes.

“We’ve engaged specialist partners with local and global insurance experience to help with this and they are based offshore,” the spokeswoman told The Canberra Times.

“It’s too early to say what any changes might look like. We’re reviewing different areas across our business and brands to see which processes or activities could be best performed by these offshore partners.

“We expect the majority of our customers will continue to deal with one of our Australia-based employees and there are no changes at this point to how our customers interact with us.”

In an email distributed to staff, the insurer said it will remain open with staff throughout the process.

“We are committed to being transparent with all of our people as we work though our options and have been openly discussing both off shoring and automation for the last 12 months,” the email said, according to The Canberra Times.

“We will continue to discuss with you and share decisions as they are made.”

Offshore call centres have hit the headlines for the wrong reasons recently following reports that call centres had been selling customer information for as little as $350. The spokeswoman stressed that data will remain in Australia with security paramount for the business.

“All our customer data is stored on servers in Australia,” the spokeswoman continued.

“Our security protocols include no mobile phones, paper or pens in call centres; the inability to print or copy and paste information to other platforms; laptops are not connected to IAG and there is comprehensive employee screening as well as regular cyber security checks.”


Related stories: 
Will insurtech cost jobs?
TIO to close all NT branches
 
4 Comments
  • Renee 22/11/2016 11:16:09 AM
    It's to boost profitability not efficiency. We all know how efficient QBE's claims service is now it's offshore. Not only is it bad news for Australian staff but for brokers and clients alike. The only people it serves are the shareholders.
    Post a reply
  • S.A Broker 22/11/2016 11:23:05 AM
    Here we go again, IAG want Aussie clients (as per another Insurer ) to buy their products but will not support the good professional Australian Insurance workforce. Have a good look at how complaints are rife within the claims area of that other insurer who has lost credibility.
    Next they will set up cheaper crash repairers overseas as well
    Maybe Trump apart from many other things , has a point about looking after your own country first.
    Post a reply
  • 22/11/2016 12:46:25 PM
    If they haven't done it before, they are probably the last major insurer to do so.
    Don't worry what the mission statement says, the only consideration is return to shareholders.

    What surprises me is to get 457 visa workers to Australia, there needs to be a lack of suitably qualified people in a field in Australia yet this can all be circumvented in the electronic world. Heaps of suitably qualified people in Australia to do the jobs but they go offshore to save dollars. Maybe the govt needs to look closer at this. Having worked for a large insurer who offshores, I can guarantee there are no efficiency gains.
    Post a reply