IAG formalizes customer advocate function

Insurance Australia Group ( IAG ) has formalized a Customer Advocate function, aimed at strengthening customer representation in decision making.

Jennifer Cobley and Georgia Whitbread have been appointed as Executive Manager Community Impact and Customer Advocate in a job share arrangement, effective immediately.

The function operates as an independent voice for customers, with direct reporting to the CEO and Board, and ongoing engagement with policyholders. Insights from the role are used to inform improvements across customer experience, support for vulnerable customers, and financial inclusion.