IAG has released an annual report on how the insurer performed across its national motor and property repair networks in the last financial year.

EGM Direct Claims Luke Gallagher says the insurance group delivered despite significant challenges such as the pandemic and Black Summer bushfires.

“From the devastating Black Summer bushfires, to severe hailstorms and the COVID-19 pandemic, 2020 challenged the nation in extraordinary ways,” Mr Gallagher said.

“Although COVID-19 restrictions had an impact on the number of quality inspections that could be conducted, we undertook almost 30,000 quality inspections across our motor and property portfolios.

“This underscores our dedication to quality, safety, continuous improvement and leading industry initiatives to help us deliver the best possible experience for our customers.”

According to the 2019/20 IAG Quality Report, the insurer conducted 25,009 inspections across its motor portfolio and identified 1923 issues. The average repair quality score was 96.8%.

For property, the business carried out 4873 inspections and found 436 issues.

Looking ahead the report says the IAG Research Centre is examining the opportunities and challenges presented by Advanced Driver Assistance Systems.

“We’re focused on ensuring our assessors and partner repairers continue to build their knowledge, keep up to date with the latest technology and are suitably trained,” Mr Gallagher said.

Click here for the quality report.