IAG speeds flood claims using experts before repairs

IAG says it has significantly accelerated home repair pass rates with early use of Indoor Environmental Professional (IEP) experts before repairs begin on property claims where there is storm or flood damage.

In the past, specialist hygienist experts assessed property remediation on completion, and EGM Direct Claims Luke Gallagher says that post-remediation inspection reduced the effective “pass rate” for achieving the required clearance certification.

Much better results have been achieved with the switch to experts getting involved before repairs commence.

“This allows us to monitor hygiene levels during the repairs and has almost doubled the first attempt pass rate for clearance certification to approximately 76%, helping customers to return safely to their homes as soon as possible,” Mr Gallagher said.

“The up-front IEP assessment provides the necessary direction to allow our repair partners to more effectively undertake the work required to achieve clearance certification.”

In the 2019 Townsville flood response, the clearance certificate pass rate was only around 40% on the first attempt.

The change was made in response to record floods in NSW and Queensland early last year. Along with virtual assessment processes, the IEP expert remains available throughout the remediation process to assist IAG repair partners with any queries.

“Our new approach has almost doubled the first attempt pass rate for clearance certification, improving the quality and timeliness of repairs for IAG customers impacted by storms and flood,” it says.

IAG also detailed post-repair inspections and critical repairs it carried out over the past year as it monitors standards across its national motor and property networks.

The insurer conducted 54,688 motor repair quality inspections – or 18% of authorised repairs – and identified 1389 quality issues, IAG’s 10th annual Quality Report says. The average repair quality score was 97.2%.

IAG also conducted 2867 property repair inspections and identified 127 quality issues. The data is used by IAG’s Repairer Performance Consultants (RPCs) to work with repairers to improve outcomes.

Mr Gallagher says easing of covid lockdown restrictions allowed IAG to do more inspections than in the previous year, when only around 14,400 motor repair checks were carried out.

“Our investments in the latest digital technology and innovations, such as virtual property assessing, have allowed us to maintain our focus on providing quality, safe and efficient repairs,” Mr Gallagher said.

The auto quality repair checks examine parts, panel alignment, welding/bonding, colour match, blemishes, gloss levels, texture/finish, paint blends, interior colours, sealers/adhesive/foams, structural, mechanical and occupant safety.

The checks detected 39 potential safety issues in 2021-22, in which significant rework/rectification was required due to poor repair potentially compromising the safety of the vehicle.

1389 quality issues were logged related to slight or minimal rework, while 126 behavioural issues related to repairs not completed as authorised or customer service.

IAG has tailored smash repair training programs for its motor assessors nationally. Over the past financial year, 300,000 repair assessments were completed by qualified IAG motor assessors.