IAG paid 20% more for property and motor repair claims in 2023 than it had in 2022, while Australia's extreme weather contributed to the 785% year-on-year jump, to 3,232, in the number of inspections IAG made of property repairs.
In its annual Quality Report, published today ahead of half-year results on 16 February, IAG's executive general manager for direct claims, Luke Gallagher, wrote that the claims teams at the non-life firm had conducted 320,000 assessments of repairs overall, in 2023.
Among 70,877 inspections of motor repairs, they unearthed 0.2% of authorised repairs where work was "not completed as authorised" or entailed "customer service" issues, and 0.1% of cases harbouring "potential safety issues".