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An update on COVID-19
Our purpose is to make your world a safer place. That starts with our people, our customers and our community. IAG has a range of measures in place to respond to the evolving coronavirus (COVID-19) situation to support our customers, employees, partners and the broader community.
Updated: 26 March 2020
This is a difficult and uncertain time as the COVID-19 virus impacts our communities. We have taken a range of measures to protect our people, customers and the wider community and this will continue to be based on the latest health and safety advice. We intend to maintain a high level of business continuity during this uncertain period and we are confident that the plans we have implemented will help ensure this.
On 26 March we announced additional relief to support current customers as COVID-19 continues to spread, and impact families, communities and businesses. Read more about thease measures in our announcement.
We’re looking out for our people and have put measures in place to protect their safety and wellbeing. We have directed every IAG employee who can work from home to do so until further notice. However, some of our people who perform essential roles like directly supporting our customers may still need to work from an IAG site. We have implemented health and safety screening, stricter hygiene requirements and regular deep cleans to help protect our teams and the community.
With the New Zealand government announcing Level 4 country restrictions on 25 March, our focus is on transitioning our people to work from home and ensuring we continue to provide our insurance services to customers with minimal disruption.
We are here to help our customers with their insurance policies, renewals and claims. We are continuing to provide customers with different options to contact us, renew or purchase a policy or make a claim.
- Our NRMA Insurance app and websites (NRMA Insurance, SGIC and SGIO) are available 24/7 for customers to make payments, submit claims and to renew their policies.
- CGU customers can call us on 13 24 80 to make a claim or enquire on existing claims.
- We have temporarily closed all NRMA and SGIO Insurance branches and kiosks. We apologise for any inconvenience as we know how valuable our face-to-face service is to our customers, but the health and wellbeing of our customers and people is our greatest priority.
- Customers can still log in anytime to manage their policies and explore other ways to make payments.
- The majority of our Australian call centre employees are set up to work remotely when they need to do so.
- We are working with our partner repairers to ensure additional hygiene and sanitation of vehicles repaired for customers.
Travel insurance customers
IAG provides travel insurance policies under our CGU, NRMA Insurance, SGIO and SGIC brands.
We know that many of our travel insurance customers’ domestic and international travel plans have been disrupted by COVID-19 and we are working hard to ensure these customers have the support they need.
We have updated our travel insurance to reflect the latest Government advice on both international and domestic travel. We encourage customers to visit the Smart Traveller website for the latest advice.
Customers who have purchased a travel insurance policy under one of our brands are advised to visit our websites or contact us to ensure they understand their policy and what coverage they have. This will depend on the policy, when it was purchased and their intended travel date.
For specific information about the impact of COVID-19 on travel insurance, visit:
- CGU Insurance – CGU coronavirus information
- NRMA Insurance – NRMA Insurance coronavirus information
- SGIO – SGIO online
- SGIC – SGIC online
To protect our people and our customers we will be increasing the use of our virtual assessing processes – for example using a live video assessment. This has been designed to minimise face-to-face interaction for customers who have made claims. Our assessors will be contacting customers to arrange virtual assessments.
If we’re unable to provide our virtual assessing services, we will be asking our assessors and customers appropriate screening questions before our people visit customers.
Our assessors will also use appropriate Personal Protective Equipment and follow the appropriate health and safety advice of authorities.
Working with our suppliers
We understand this is a challenging time for many businesses, so to do our part and help support other businesses we’ve reduced our standard payment terms to 15 business days (down from our normal 30 day payment terms).
This change will remain in place until 31 May 2020.