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Customers come first in Repairhub trial

October 08, 2019

IAG is putting customers first by opening a trial motor vehicle repair facility, Repairhub, in East Tāmaki, Auckland, next month.

It is designed to help improve customer experience. The trial is in response to feedback from customers, who have said they want: repairs completed more quickly; repairs completed to a high standard; and improved communication during the repair process.

Repairhub staff are specialists in motor vehicle repairs. They will have access to enhanced international technologies, improved systems, high-quality equipment and high-quality parts to ensure that the expectations of our customers are met at all times.

All motor vehicle repairs undertaken for our customers come with lifetime guarantees from IAG, and this will be the same for repairs carried out by Repairhub. This means that if there are any issues with the repairs, IAG will make sure they are fixed.

IAG’s Executive Manager Claims Services, Dean MacGregor, says Repairhub will trial enhanced technologies and techniques in the international car repair industry. Mr MacGregor says that such technologies and techniques are mainly in the equipment, repair processes and paint Repairhub will be using.

“We have talked to our customers about their experiences when getting their car repaired. This trial aims to respond positively to that feedback.

“One of their real frustrations revolves around the process and not knowing what is going to happen next, or how long it will take.

“We will be trialling a process to manage the entire process with the customer, to ensure they are kept fully informed and provided courtesy cars if required.

“Repairhub will use cutting-edge technologies and stream-lined processes to provide greater customer experience, further improve quality and get our customers’ cars back on the road quicker.

“From the moment a customer lodges a claim to when they pick up their repaired vehicle, Repairhub will have the customer’s needs at the heart of its operations,” Mr MacGregor says.

Importantly, IAG customers will continue to have choice over who repairs their vehicle and there are no plans for that to change.

“The customer is our first priority. The customer gets to choose which repairer they go to, whether that is a member of our approved repairer network, Repairhub or otherwise.

“IAG is taking its responsibilities seriously as an industry leader in building this facility. We will use the insights we gather to continuously improve the service as we move forward,” he says.

“We continue to have a very strong relationship with the industry and industry bodies, and we look forward to a continuation of that,” Mr MacGregor says.

As New Zealand’s largest general insurer, IAG is a strong supporter of the motor vehicle repair industry.

IAG has been supporting its trade industry networks for the last 17 years through the IAG Trade Scholarship Programme. Each year, IAG pays the tuition fees of, and provides mentoring to, a number of apprentices across New Zealand. This year 107 people part of the programme, with approximately half of them in the motor repair industry. Since 2002, IAG has put a total of 515 people through this programme.