In 2017-18, IAG completed more than 440,000 motor-vehicle repair assessments and 54,108 quality inspections, with potential quality issues and potential safety issues at roughly 4% and 0.07% respectively.
This was according to the Australian insurance giant’s sixth quality report, the industry’s only report that provides annual data on motor and property repair standards.
The report also revealed that IAG’s property assessors undertook more than 80,000 repair assessments and 7,793 quality inspections of property repairs, with quality issues and potential safety issues of authorised repairs posted at 5.19% and 0.05% respectively.
Where an issue was identified during an inspection, IAG worked with repairers to rectify them.
“In the past year, we completed more than 60,000 quality inspections across our motor and property repairs,” said Steve Fitzpatrick, IAG executive general manager of short tail claims. “In the motor vehicle industry, the increased use of advanced technology is making the modern vehicle not only safer, but smarter. We’re focused on ensuring our assessors and partners continue to build their knowledge, keep up to date with the latest technology and are suitably trained. At the same time, we want to provide our customers with the best possible experience and the peace of mind that their vehicle is being repaired to the highest possible standard through our National Metropolitan and Rural Partner Network.”
IAG said it achieved an I-CAR gold class insurance certification for the sixth year straight, which meant 60% of its assessing staff have reached platinum status. IAG currently has more than 90% of its assessing staff accredited at the I-CAR platinum status.
IAG also said its property team continues to test future technology such as the use of drone imaging and has recently rolled out a new Health and Safety (HS) Contractor Management Program which provides HS training to all IAG partner repairers and their contractors, as well as its property assessors and auditors.