Our priority during the pandemic has been ensuring the safety of our employees, customers, partners, suppliers and the wider community.
Following the announcement from the NSW and SA Government on the pause of construction until restrictions are eased, we are contacting impacted customers and are rescheduling all non-urgent repairs that have not yet commenced.
Our teams are available to support customers who need to lodge a claim or require assistance during this time.
Executive General Manager, Direct Claims
Our partner builders and suppliers will continue to complete emergency Make Safe repairs in-line with the state government COVID-19 guidelines and processes.
IAG Executive General Manager, Direct Claims, Luke Gallagher said “Australians have responded well to the pandemic over the last 18 months and we will do so again as we face the next phase of restrictions.
“We continue to work with our partner builders and suppliers to ensure we are supporting them and our customers throughout the claims process. Our teams are available to support customers who need to lodge a claim or require assistance during this time.”
We’re using the latest digital technology to assess damage to our customers’ homes so we arrange repairs as quickly as possible, while minimising face-to-face interaction. In 2020, we introduced “Virtual Assist”, which allows us to assess the damage to a customer’s home via smart phone, which keeps our people and customers safe, while also providing an efficient and effective way to assess the damage to their property.
If we need to arrange for a builder or supplier to attend a customer’s home, we will ask screening questions regarding travel and health to ensure the safety of everyone involved.
Our assessors will also use appropriate Personal Protective Equipment and follow the appropriate health and safety advice of authorities.
We’re also well prepared to support our motor customers who require essential repairs to their vehicles. For those customers within the impacted Local Government Areas (LGAs) in NSW, our teams will be able to speak with them about the repairer options within their area.
We understand this is a challenging time for many businesses, so to help support the businesses that support us, we are fast-tracking payments for our builders and suppliers to assist them with their cash flow.
For more information on how we are supporting our customers experiencing financial hardship during COVID-19, visit IAG ready to support customers affected by latest COVID restrictions | IAG Limited