The Finance Sector Union (FSU) is calling for members within IAG to join a working group to identify and resolve issues related to changes in the way the company processes claims.

IAG recently made internal announcements regarding changes to the way claims will be processed across its GOClaims Division throughout Australia, with a greater focus on end-to-end claims processing and consistency across the group’s companies.

The claims changes have not been detailed publicly, but an NRMA Insurance spokesman says the company is investing in its “claims and assessing capability and bringing in some new technology to improve our systems”.

“We are doing this to enhance our ability to deliver consistently great customer service at claims time,” she told insuranceNEWS.com.au.

The FSU told members that while the changes will not result in a reduction in roles, “it will mean a significant change to how you go about your day to day work”.

IAG says the changes will result in career opportunities for some staff.

“The improvements to our claims systems will mean more training and career opportunities for our people,” the NRMA spokesman said. “In some instances there will be changes to some roles and reporting lines.

“Where roles are changing all efforts will be made to redeploy people into suitable alternative roles across our business.”