At IAG customers are, literally, the reason the Group exists. Traditionally an insurance company interacts with customers at the time of sale and in the unfortunate event that people have an accident or suffer the effects of a catastrophe and need to make a claim. IAG recognises that there's potential to interact more with customers and help them minimise their risks, and that this provides many benefits for them and the company.
To ensure claims are paid promptly and appropriately, it is important to minimise unnecessary or avoidable customer claims. Theft, crime and safety risks can often be reduced by customers avoiding their exposure to unfortunate incidents. The Group's communications is based on research from its Technical Research Centre and analysis of claims data and feedback to help inform customers on how to avoid such situations. Examples of this strategy include the Greensafe Car profiler and the Help House internet portal.
It is estimated that more than a quarter of insured properties in Australia are underinsured . Realising the impact of this at the time of insurance claims is highly stressful. The Groups provides information to customers to help them understand how to purchase cover at an appropriate level and reduce their risk of being disadvantaged in a time of need.
indicates that KPMG has provided assurance on the figures. For more information please see the Assurance statement.