How IAG is using technology to aid recovery after Cyclone Alfred

Investing in cutting-edge technology is essential for providing the best support to people and communities affected by extreme weather and natural disasters. A new mobile satellite system, which fits into a briefcase, is proving to be a game-changer for IAG’s teams in the field, and for the customers they serve.

IAG, Australia’s largest general insurer, has a 24/7 Major Event Team to co-ordinate its response to extreme weather and to ensure its on the ground teams, who have the first face-to-face contact with its customers, have the tools and ability to provide its customers with immediate support.

Extreme storms like ex-Tropical Cyclone Alfred can cause widespread blackouts, knocking out powerlines and infrastructure and severely damaging homes. In these situations, lack of power or internet access can put lives a risk, and every minute counts.

Extreme storms like Ex-Tropical Cyclone Alfred can cause power outages, damage homes, and put lives at risk.

To address this, IAG has deployed new technology to enhance support for teams, customers, and communities impacted by the storm. These innovations are already delivering strong results and will continue to benefit communities during future extreme weather events.

When Cyclone Alfred was downgraded to an ex-Tropical Cyclone on the morning it made landfall, communities across South East Queensland and northern New South Wales NSW were seemingly spared its full destructive force. However, Alfred’s damaging winds and torrential rains wreaked havoc on properties, cars, and businesses, downing trees, causing severe roof damage, and triggering flash flooding that submerged entire streets.

In the first 10 days alone, more than 60,000 insurance claims were made across multiple insurers. As with many natural disasters, essential services were severely disrupted, leaving tens of thousands of households and businesses cut off from power, telecommunications, and internet services in both metro and rural areas. This made it impossible for them to call for help, access emergency information, or lodge claims.

“The aftermath of a natural disaster is a difficult and distressing time. Being cut off from essential services in the days and sometimes weeks after a natural disaster is incredibly difficult and can really slow people’s recovery and their ability to get back on their feet quickly,” NRMA Insurance executive manager property claims fulfilment, Scott Lindsay said.

Mr Lindsay says the speed at which insurance assessors can reach a customer’s home, check they’re safe, assess damage at their property and arrange temporary repairs to prevent further water damage, is critical after a natural disaster.

“Our assessors submit their damage reports into the claims system in real-time, often directly from the site so emergency repairs can be arranged immediately. But that’s only possible with reliable internet coverage for our people in the field,” said Mr Lindsay.

“Any delay due to needing to drive to find phone or internet connectivity impacts the speed at which we can arrange to get those emergency repairs underway.”

Bringing help where it’s needed most

To support customers impacted by the recent severe weather, IAG, whose brands include NRMA Insurance, CGU, WFI and ROLLiN’, teamed up with Optus to trial the new portable Starlink micro terminals, providing satellite internet to the insurer’s vehicles as its assessors visited customers, in both metro and rural areas that were still lacking essential services.

NRMA Insurance’s Scott Lindsay with the micro terminals, enabling real-time damage assessments and mobile claims support.

“The Starlink micro terminals are a game changer for us, allowing our assessors to process property damage reports in real time, stay connected and to bring our mobile claims centres to locations in communities where customers most need our help to get back on their feet,” Mr Lindsay said.

“It’s essentially a solution that’s the size of a briefcase, so it’s easy to throw in the boot and drive around with, and it’s rugged enough to withstand the elements,” said Marcus Grimes, vice president of product, enterprise and business at Optus.

“The connectivity is fed through a wireless WAN solution that seamlessly switches between 4G, 5G, and satellite networks, offering intelligent connectivity and network agnosticism. The solution allows IAG’s teams in the field to make voice calls over wifi and file reports on the go meaning they can respond quicker,” Mr Grimes said.

IAG deployed satellite internet to its fleet of vehicles during the weeks following Alfred’s landfall. The technology was also set up at mobile pop-up claims centres in South East Queensland and Tweed Heads in NSW, located in Bunnings carparks. These mobile sites provided hundreds of customers with internet access, charging facilities, and assistance with lodging insurance claims.

“With technology solutions like these we can ensure that even in the face of power and connectivity challenges, we deliver the timely support communities need to recover and rebuild after extreme weather events,” said Mr Lindsay.

For more information on how IAG supports communities to recover and rebuild, visit IAG’s newsroom.