Page 6 - Australasian Paint & Panel Jan-Feb 2020

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PAINT&PANEL JANUARY / FEBRUARY 2020 WWW.PAINTANDPANEL.COM.AU
IAG BUYS NRMA MOTORSERVE
6
I
AG HAS REACHED AN IN-PRIN-
ciple agreement to acquire the NRMA’s MotorServe business, providing a range of services for customers including mechanical ve- hicle repairs, safety inspections and gen- eral servicing at 23 sites in NSW and ACT. IAG CEO Australia Mark Milliner said the agreement follows the success of IAG’s recent trial at the NRMA MotorServe at Seven Hills Sydney, which focused on pro- viding the most convenient experience for
customers following an accident.
“We’ve been exploring ways to deliver real change in how our customers experi- ence the motor claims repair process, from the moment they lodge a claim to when they pick up their car. Our focus is on cus- tomer convenience and getting cars back on the road quickly with a quality repair,”
Milliner said.
“The NRMA MotorServe business fits in
well with IAG’s strategy to provide a one- stop-shop for our customers and now in- cludes mechanical repairs and car servic- ing, as part of our enhanced Motor Repair Model which we introduced earlier this year,”Millinersaid.
“An element of this model is our use of customer hubs – one-stop facilities serving customers in metropolitan areas as a sin- gle drop-off and pick-up point.
“This will reduce the time currently spent on multiple trips to have a vehicle as- sessed, quoted and then repaired. Depend- ing on their policy, customers will be able to pick-up a hire car onsite to keep them mobile or will be given a taxi voucher.
“We’ve had great feedback from our
customers who took part in the trial and we look forward to exploring how NRMA’s MotorServe team can support our custom- ers into the future as part of IAG.”
NRMA Group CEO Rohan Lund said to- day’s announcement would result in a bet- ter customer service experience for IAG customers and NRMA Members.
IAG and NRMA expect to finalise the sale at the end of January 2020.
having concern for the industry wide appli- cation of average repair cost models as less- ening competition in the marketplace and increasing the provisions of the South Aus- tralian Small Business Commissioner.
Unerkov said, “The Small Business Com- missioner, RAA, Suncorp, Allianz, IAG and the Insurance Council of Australia all pre- sented their evidence to the Committee as well and we welcome their voice as we strive to create fairness and balance be- tween all parties within the collision repair and insurance industry.”
The Economic and Finance Committee also visited many automotive workshops in an effort to better understand how custom- ers can be caught in the middle of disputes. Submissions and transcripts of the public hearings can be found on the South Aus- tralian Parliamentary website: parliament. sa.gov.au/en/Committees/Committees-De- tail
MTA SA TAKES A STAND
THE MTA AND ITS MEMBERS TOOK A STAND
before the South Australian Economic and Finance Committee with hearings held in October and November, providing evi- dence of insurer conduct that can have a negative impact on collision repairers and their customers.
The MTA’s CEO, Paul Unerkov said, “The Economic and Finance Committee re- ceived almost 50 submis- sions from re- pairers, in- surers and their custom- ers, with many of them appearing be-
fore the Committee at public hearings. A lot of evidence has been provided through both submissions and at the public hear- ings.
“The submission that the MTA made drew upon evidence that collision repairers had given us by going through the Internal Dispute Resolution (IDR) process in the vol- untary Code of Conduct,” Unerkov said.
The MTA asked the Committee to imple- ment policy to protect fairness and busi- ness confidence by mandating and tighten- ing the voluntary industry Code of Conduct as well as protecting consumers from the possible decline of choice, quality and safe- ty of repairs.
The MTA’s ask also included abolishing variations of funny time, funny money,