IAG announced its FY20 results on 7 August and they were as grim as the company had predicted.
The financial summary can be seen at a glance here.
You can download the full summary here. IAG FY20 results
In the detailed report there was mention of Repairhub. 'As part of its enhanced motor repair model, IAG has established two new businesses to deliver improved customer experience:
'Repairhub is a majority-owned joint venture with RACV and two repair partners, to improve the consistency and quality of repairs as well as customer experience by getting cars back on the road quickly. The business commenced operations in April 2019 and presently covers seven sites in metropolitan centres, with planned expansion to double its footprint in FY21
"In February 2020, IAG completed the acquisition of the MotorServe business to perform both its existing car servicing activities as well as customer hub functions. Customer hubs will provide a one-stop shop for customers, ensuring better outcomes for those getting cars serviced or repaired, bringing together a range of services to include vehicle assessment, improved repair experience as well as onsite mobility options.
'There are presently six customer hub sites in operation with plans to expand to a further ten sites in FY21.'
It went on to say: 'Despite the challenges flowing from heavy peril activity and the COVID-19 pandemic in FY20, further improvement to the overall claims experience has been achieved via:
Continued enhancements to digital lodgement capability;
Increased use of the pay online platform, allowing customers to pay excesses online via the website or self-service centre;
Implementation of the Re-imagined Motor Total Loss experience using machine learning to predict total loss claims at time of lodgement with above 90% accuracy, and provide information to customers early in the claim process;
Planned expansion of Repairhub and MotorServe businesses, as part of enhanced repair model
Automation-driven efficiency, with examples being automated customer responses and the use of a Virtual Assistant to assist with digital claim lodgement;
Simplification of claim processes to fast track claims management and provide additional support to customers who need it.