Progress towards our Stategic Priorities

Maintain market leading position in personal and commercial insurance in Australia and New Zealand
  • IAG is the market leader in personal insurance in Australia and New Zealand. Acquiring the former Wesfarmers business delivered market leadership in commercial insurance in Australia and cemented our existing leadership position in New Zealand. We are continuing to work to embed and maintain this position, while maintaining underwriting discipline.
Drive customer-centricity
  • Customer expectations and behaviours continue to evolve, particularly as technology creates more opportunities for them to interact with us.
  • We are undertaking significant work to ensure a sharper focus on activities that directly affect the customer experience, allowing our businesses to lead in delivering superior value.
  • Personal Insurance provides customers with a comprehensive digital sales and service offering, including an online self service centre and an integrated digital multi-channel platform, which allows access to various services across all devices.
  • Commercial Insurance’s focus on partnerships and service is translating into improved partner relationships and service levels, as reflected in a significant improvement in the CGU brand’s net promoter score amongst brokers. CGU also won ‘Australia’s Best Customer Experience Company’ at the recent Best Customer Experience 2014 awards.
Embed shared value strategy and create alignment across IAG
  • We continue to explore and invest in new initiatives to help the communities in which we operate feel safer, stronger and more confident.
  • We have taken a leading role in contributing towards improved safety on the road and in the home, and in enhancing the resilience of small-to-medium sized businesses.
  • We also continue to help protect customers and make communities safer through our participation in the Australian Business Roundtable for Disaster Resilience & Safer Communities.
Secure and grow our business in Asia
  • Our business in Asia is now accelerating operational development and enhancing risk management and governance.
  • We have increased capability in the region to ensure we realise the potential of the broader Asian platform over the medium to longer term.
  • IAG now participates in a gross regional annualised GWP pool in excess of $1.5 billion.
Explore long term growth opportunities
  • We continue to explore long term growth opportunities, including solutions to improve insurance affordability and ways to commercialise our expertise in the identification and management of risk.
© 2015 Insurance Australia Group Limited ABN 60 090 739 923