IAG has released its 2024–25 Quality Report, revealing significant shifts across Australia’s motoring landscape as electric vehicle uptake rises, vehicle theft becomes more sophisticated and repair expectations grow. The insurer, which includes brands such as NRMA Insurance, CGU, WFI and ROLLiN’, conducted more than 78,000 motor repair quality inspections over the financial year, recording an average motor repair score of 98 per cent.
Now in its 13th edition, the report outlines how changing vehicle technology and customer expectations are reshaping the repair sector. Electric vehicles continue to present new challenges, with IAG highlighting a clear skills shortage of mechanics and confidence gap among motorists. According to research cited in the report, nearly half of EV owners remain unsure whether their local mechanic is qualified to service their vehicle, while 40 per cent worry about repair costs.
IAG says it is working with training bodies to bolster EV repair capabilities across its national network, including upskilling technicians in diagnostics, high-voltage systems, battery handling and structural repair processes. The company’s Motor Quality Framework is designed to ensure vehicle repairs – particularly EVs equipped with advanced driver-assistance technologies – meet strict safety and quality benchmarks.
Car theft also remains a key concern. NRMA Insurance reports a rise in high-tech theft techniques such as relay attacks targeting keyless-entry vehicles. In response, IAG repairers are being trained to assess vulnerabilities in electronic systems, recalibrate immobilisers and reinforce vehicle security as part of the repair process. The insurer is also working with manufacturers and police to stay ahead of emerging threats, alongside community education campaigns focused on protecting keyless-entry vehicles.
“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,” IAG executive general manager retail claims, Luke Gallagher, said.
Extreme weather continues to place pressure on insurers and motorists alike. During events such as Ex-Tropical Cyclone Alfred and Mid-North Coast flooding, IAG rolled out Starlink micro-terminal satellite units to keep assessors online in blackout-affected regions. The technology allowed assessors to upload damage reports and coordinate repairs in real time.
Despite heightened complexity in today’s vehicle fleet, IAG’s Repairer Performance Consultants used real-time quality data to refine repair standards across the country. The report also notes the increasing use of AI-based systems, such as Crunchwork and Ravin AI, to assist with damage assessment and streamline the customer repair journey.
“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,” Mr Gallagher said.
Overall, the report paints a picture of a fast-changing motoring environment – one where insurers, repairers and motorists are adapting to new technology, new risks and higher expectations on repair quality.