IAG says it carried out motor and property repairs with average quality scores of 98% and 92% respectively last financial year.

The group paid about $10.2 billion of claims and conducted more than 108,000 motor and property inspections in 2024-25, according to its 13th Quality report, released today.

IAG motor assessors and repairers completed 78,022 quality inspections and, in property, its builder network undertook 30,829 inspections and 4856 quality reviews.

“These figures underscore our dedication to ensuring every repair meets our high standards of safety and workmanship,” EGM of retail claims Luke Gallagher said.

“With severe weather events in Australia becoming more frequent and extreme, IAG’s priority remains supporting our customers and their communities to recover and rebuild from weather events.

“We continue to leverage new technology to drive further improvements in our major events response capabilities.”

The report says advanced tech has helped lift the group’s repair capabilities.

In property, a trial program providing satellite internet connections on Starlink microterminals in areas hit by outages after severe weather has proved successful.

“We deployed the microterminals … supporting hundreds of customers impacted by Ex-Tropical Cyclone Alfred and the NSW Mid North Coast and Hunter floods,” the report said.

“The terminals significantly enhance the speed at which assessors can reach a customer’s home, check they’re safe, assess and submit damage reports in real time, and arrange temporary make-safe repairs.”

A partnership with virtual assessment platform Crunchwork is helping to streamline repairs following severe weather.

“The Crunchwork platform represents a significant step forward in IAG’s digital claims capability,” the report said.

“Over the coming years IAG will be implementing the system for the entire property supply chain to replace its legacy system.”

In motor, IAG is investing to train repairers to handle electric vehicles and working to counter the rise in sophisticated theft methods.

“Our repairers are trained not only to restore vehicles to manufacturer specifications, but also to assess and reinforce security features,” the report said.

“Our goal is to ensure that every repair contributes to a safer, more resilient vehicle fleet.”