IAG – the parent company of NRMA Insurance, CGU, WFI, and ROLLiN’ – paid approximately $10.2 billion in claims and conducted more than 108,000 property and motor inspections during the 2024-25 financial year, according to its latest Quality Report.
The company’s motor repair network completed 78,022 quality inspections, achieving an average repair quality score of 98%. In the property segment, IAG’s builder network performed 30,829 inspections and 4,856 quality reviews, with an average quality score of 92%. The number of property quality reviews increased by 2,500 compared to the previous year. IAG also reported that more than 4,800 repair professionals participated in 139 training sessions, totalling 332 hours, as part of its ongoing investment in technical skills and workforce development.
IAG has adjusted its operational procedures as severe weather events have become more common in Australia. The company has increased its reliance on digital assessment technologies, working with the virtual assessment platform Crunchwork. More than 7,000 assessments were processed through Crunchwork’s Virtual Assist, a tool that enables policyholders to upload photos of damage from their own devices.
Luke Gallagher, executive general manager retail claims at IAG, said the company is focused on helping customers and communities recover from increasingly frequent and severe weather events across Australia. “Introducing this level of agency for our customers has helped streamline inspections for both claims consultants and customers, improving speed, accuracy, and transparency across the entire claims process,” he said.
This digital initiative has become increasingly important as IAG has seen a notable rise in insurance claims following a succession of severe weather incidents impacting Queensland, New South Wales, and Victoria since late October. The group has received over 10,000 claims to date. Of these, around 5,800 were filed by RACQ Insurance customers. The majority of claims relate to hail and storm impacts on both vehicles and residential properties.
The latest Quality Report highlights an ongoing trend of increasingly sophisticated vehicle theft methods, such as relay attacks on keyless entry systems. Data from the Insurance Council of Australia (ICA) and Insurance Statistics Australia indicates a significant rise in motor vehicle theft claims in Victoria for the year ending June 2025. The state saw a 59% increase in theft claims and a 70% rise in related costs, with over 12,000 claims and $223 million in losses. Metropolitan Victoria accounted for about 10,000 claims and $183 million in insured losses.
Nationally, the number of motor theft claims rose by 11% to 30,000, and incurred losses increased by 20% to $466 million. Queensland saw an 11% reduction in claims and a 10% decrease in losses, while Western Australia and South Australia each reported a 10% drop in claims. New South Wales recorded a 3% decrease.
IAG has responded by training its repairers to restore vehicles to manufacturer specifications and reinforce security features. Gallagher said: “Our motor repairers are being trained to restore vehicles to manufacturer specifications while reinforcing security features, checking for vulnerabilities in electronic systems, calibrating immobilisers, and advising on secure key storage and signal protection practices.”
In the 2023-24 financial year, IAG completed around 310,000 repair assessments, including nearly 80,000 motor repair quality checks, maintaining a 98% average quality score. Property-related inspections totalled 2,885, a decrease attributed to fewer major weather events. The company processed approximately 10,000 claims in response to Ex-Tropical Cyclone Alfred, which affected parts of South East Queensland and Northern New South Wales, and deployed support teams to assist with recovery.
