IAG highlights quality and innovation in 2024–25 report

IAG , the parent company of NRMA Insurance, CGU, WFI, and ROLLiN’, released its 13th annual Quality Report, outlining key performance and repair quality results across its national motor and property repair networks for FY2024–25.

The insurer paid about $10.2 billion in claims and conducted more than 108,000 inspections, achieving an average repair quality score of 98% for motor and 92% for property. IAG’s builder network performed 30,829 inspections and 4,856 quality reviews—up 2,500 from the previous year—while over 4,800 repair professionals participated in technical training sessions totaling 332 hours.

Marking 100 years of NRMA Insurance, IAG Executive General Manager of Retail Claims Luke Gallagher emphasized the company’s focus on recovery and resilience as Australia faces increasingly severe weather events. To improve post-event response, IAG has expanded its use of Crunchwork’s Virtual Assist technology, completing over 7,000 digital assessments that allow customers to upload damage photos directly from their devices, speeding up claims processing.

The report also notes IAG’s initiatives to combat vehicle theft risks, including training repairers to detect electronic vulnerabilities, recalibrate immobilizers, and educate customers on secure key practices.