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Helping bushfire-affected customers

At IAG, we’ve had all hands-on deck since the bushfires started in September 2019, helping our customers recover as soon as possible.

Updated 14 February 2020

Our focus has been on providing support to provide immediate assistance to our customers. We have a dedicated team managing bushfire claims and we have prioritised claims for vulnerable customers who will have their claims assessments and decisions prioritised and access to advance payments. We have also extended our support for customers facing financial hardship – customers with upcoming renewals will have the option to extend their renewal payment period should they wish to.

We have received more than 10,500 bushfire claims since the beginning of September 2019. As the recovery continues, we are working closely with our customers to help them rebuild and get their lives back on track as soon as possible.

 

Claims teams on the ground

Our claims teams are available to help customers in our NRMA Insurance agencies on the South Coast, NSW including Ulladulla, Narooma and Batemans Bay.

We also deployed IAG’s Major Event Rapid Response Vehicle around the NSW South Coast in January to give customers the ability to lodge their claim and receive emergency support at a location convenient to them.

Assessments and repairs

Our assessing and building teams have completed 97% of assessments to make properties safe in the impacted areas.

We are using qualified tradespeople from local areas to support with this recovery, ensuring customers’ homes can be efficiently assessed and repaired. This means our partner builders will source and use local trades and suppliers wherever possible, to get people back into their homes.

We know that some customers don’t have the right level of insurance to rebuild their homes completely, so where possible, we are giving our customers the option to sit down with one of our partner builders to design a new home for the sum insured they have available (the sum insured is the total amount they are insured for).

Extra help for customers

We understand that getting back on the road to recovery after a major bushfire can be an incredibly difficult.

If you are experiencing financial hardship you can contact us for assistance – read more about that here.

We also offer free and confidential counselling to customers affected by the bushfires. Please let your claims consultant know if you would like to use this service.

Customer advice and immediate financial assistance

We encourage our customers to contact us if they need additional help on their claim. We keep records electronically so don’t be concerned if insurance documents are not readily on hand.

Customers can contact us by phone or online:

To find out more about how IAG is assisting customers affected by the current bushfires visit our bushfire response hub.

Australia

Acknowledgement

IAG acknowledges the Traditional Owners of the lands across Australia as the continuing custodians of land and waterways in which we live and work. We pay our respects to Elders and ancestors past and present.

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