The story so far.

We Are Structured for success.

In Australia, we have a Consumer Division focused on individuals and families, and a Business Division focused on businesses of all sizes. These customer-facing businesses are supported by three divisions focusing on the customer experience, technology and operations:

• Customer Labs is driving product innovation through data and insights, brand architecture across the Group, and new business incubations and venturing.
• Digital Labs is providing digital and design innovation and identifying and harnessing disruptive technology. It will also build digital apps and ecosystems, and simplify existing core platforms.
• Operations is responsible for claims and functions such as procurement and supply chain management.

Our Asia and New Zealand businesses have moved into a new International Division which will grow our established presence in Malaysia, Thailand, India, Indonesia and Vietnam; and maintain our market-leading presence in the mature New Zealand market.

We have also created a Challenger Division in Australia, giving it independence and flexibility to develop products and deliver customer experiences in new ways that will act as a learning opportunity for the rest of the organisation.

new brand for new phase in our development.

In November we revealed our new brand identity, with a distinctive, modern and engaging logo and colour scheme. This reflects our future aspirations and supports our plans to engage with a broader set of stakeholders.

The new identity also strengthens the link between IAG and our customer brands. This will help our customers, who value knowing who stands behind the insurance brands they choose, particularly the financial security, strength and scale that comes from being backed by IAG.

Identifying growth levers to achieve our strategy.

Our overarching strategy is to create a company that is:

• customer-led, and data-driven,
• simpler and more scalable, and
• agile and quick to respond.

We will do this by focusing on three growth levers in Australia and New Zealand:

• delivering world-leading customer experiences,
• corporate partnering, and
• customer-led digital ecosystems.

and by pursuing selective growth opportunities in Asia within our target markets:

• dial-up opportunities to existing ownership,
• in-market consolidation when it is available, and
• digital opportunities.

We have also identified simplicity, scalability and agility as levers to drive profitability across IAG.

In the last six months…

IAG has launched three innovative products created by bringing together customer needs and data insights.

In July we began trials of InsureLite, a solution for families suffering from home insurance affordability stress in Queensland.

In September, we released ShareCover insurance for people who rent out all or part of their home on a recognised sharing economy platform. Also in September, in an Australian first, we partnered with Good Shepherd Microfinance to launch Insurance 4 That, an accessible and low-cost single item insurance product.

Drones assess damage in Australian insurer first.

In January 2016, for the first time in Australia, IAG used drones to view damage caused by the devastating bushfires in Victoria’s Great Ocean Road area, fast-tracking the assessment process for customer claims.

IAG¹ mobilised the drone technology through a property repair partner to inspect properties before physical access was granted by authorities and started processing customer claims immediately.

Aerial imagery shot by the drones also allowed both assessors and customers to review damage from a safe location, removing the risks associated with physical site visits such as asbestos, fallen power lines and land slips.

IAG worked with the Country Fire Authority throughout the process to ensure the use of drones would not impair fire fighting efforts.

We also provided a range of support to customers in the affected area through our CGU Insurance brand, including:

• mobile customer service through the CGU Insurance Major Event Rapid Response Vehicle,
• technical assistance with verified building consultants for customers who elected to manage the re-build process themselves,
• emergency accommodation assistance and immediate access to emergency funds, and
• 24/7 claims assistance.