claims consultant

software engineer

administrative coordinator

underwriter

sales consultant

IAG - Insurance Australia Group

IAG are generally a very supportive and inclusive company. There is a lot of training provided when you are on-boarded, as well as knowledge upkeep throughout your role. Most management are great but this definitely depends on personal opinion and preference. There is absolutely a lot of support and this is one of the only workplaces where I feel that they do genuinely care about their workers wellbeing. KPI's are generally achievable and the ability to work from home is amazing. 

The downfall is mostly the emotional toll of the role, and the seemingly constant restructure within the business. During my time at IAG (approx 8 months), I have moved teams 4 times, with entire teams often being broken up with only a days notice. It seems that once you start the settle into a team, it is suddenly terminated and you are placed into an already established team as the odd on out and forced to start all over again.  Whilst I had no issue building relationships with new teams, each team lead naturally will have a different working style and slightly different expectations of how they want things done, and this is where the issue mostly lies. If you are constantly being flipped over with new expectations and structures brought upon you, how are you expected to fully settle into a role?

There are also definitely a lot of challenges working with customers which is natural and normal in any customer facing role, but there also seems to be a large disconnect in terms of procedures, knowledge, and expectations with the offshore teams, which causes a lot of frustration for customers, which of course is always taken out on us as their first point of contact. This often also creates a lot of backtracking and have to re-do work that could have just been done properly in the first place if the offshore teams were provided the same training and support as everyone else.

The turnover rate is rather high for newcomers, started with 10 other people and there is now only 2 of us left, and most were gone within just 4 months of starting.

Overall, the role would be great for someone who is passionate about property insurance and/or helping customers, but I believe there is a very specific type of person who can thrive in this role, as made evident by the high turnover rate.

My day at the branch always start with a 10 minute quick meeting with my team where we set goals and commit to them. I quickly go trough my emails to make sure that nothing important is delayed and from 9:00 am to 11:30 am on most of the days coach my team members by observing their interactions with the customers and providing them with feedback.

After Lunch, I catch up with Administration and compliance and on busy days I am on floor with my team helping our customers get the best service possible in a timely manner. This also includes touching base with my team on 1:1 and making sure that marketing activities are happening on time. 

My major learning in this role has been of being a courageous coach who consistently helps the team in giving our customers their best. Time management and being empathetic to customers as well as team members has been the biggest part of my current role. Though NRMA is an expensive insurance but we win our customers with ur strong service levels and our deep connections with them. 

The most enjoyable part of my job is coaching my team members and see them develop. The hardest part of my job is managing staff in a short staff situation. To mitigate such circumstances, I get on the floor myself with my team to make sure that the customers are being served well as well my team is well supported by me.

My co-workers are my team as well as the Manager team of the North Region. I get along with everyone and I firmly believe that since I spend most of my time at work, it is important that we look after each other. This is also the culture that is being encouraged by the higher management.

Great place to work and make a difference in your career through proactive and caring management team.
Senior strategic change delivery professional with over 20 years’ experience in the ICT and Financial Services industries in Australia, New Zealand, Asia and Europe offering exceptional client management, customer relationship, consulting, project and risk management skills through numerous successful transformational change management engagements that included managing an assurance and project consulting Asia Pacific wide practice for IAG, an ASX Top 50 listed organistion.
Demonstrated capacity to influence at C-suite and senior management levels, communicate with clarity to assist business and technical staff in resolution of items. High proficiency in making presentations to large and small groups, including as a key presenter at the SOPAC 2014 conferences in Melbourne and Sydney. Established several large service and technical teams that included recruiting and training the new hires, formulating and implementing policies and procedures, management of deliveries and assessments, including drafting and finalisation the executive board reports.
Have played key leadership roles in transformational programs, a corporate de-merger and acquisition, cultural change enablement and other innovative projects that facilitated corporate changed behaviors, cost efficiencies, new product and system delivery to increase market sales and shareholding.

IAG was the worst call centre experience. Several things made this job hard, including Melbourne in lockdown and no choice but to work from home, however there are so many opportunities to make this job great, but the company ignores them. There is next to nil support for this role processing claims, for such a complex role it’s very concerning how little help they give. The training for this job was extremely poor, and did not provide enough context or practice to prepare for the job. It’s literally sink or swim, the problem is they don’t teach you how to swim. My team leader was in Perth so there was a 2 hours time difference between our work days, meaning that that first two hours of each day were with no team leader available. It’s also very alarming how much money moves through this system that barley functions. For a company that makes you read so much material about health and well-being, they fall flat and fast as soon as the training/honeymoon period is over. The entire experience was chaotic, inconsistent and uncertain, which is ironic for a job that runs according to policy. Usually the customers are the worst part of call centre roles but the company itself is the issue in this role. Terrible experience and quite frankly, a disgrace. 

I worked as a personal assistant with IAG for nearly 17 years before being made redundant in December 2017.

During that time I worked with various managers, in various departments, my longest being with CGU Workers Compensation Claims NSW.  I worked with various branch managers, and ended my career there supporting the Executive Manager of Claims NSW.

My day consisted of supporting my manager with emails, calendar, travel, credit card expenses and general office duties.  I also supported the branch and the team managers.  I helped on-board new starters, with recruitment requests for the branch.

The culture at IAG, and CGU in particular is great, and we worked hard to make the department an enjoyable place to work.  I worked with a great bunch of people.

Management is great, and they believe in clear communication.  We were advised of our redundancy in March, and made sure we knew what was happening every step of the way.

I learned a lot during my time with the company, and they were happy to support my development.

IAG was once a great company to work for, constant restructures ruined the culture - it appears upper management are making the wrong decisions given the many restructures. 

It appears the restructures are on a trial and error basis and not backed by actual data or facts - I.e. they made a certain area redundant then brought it back because they made the wrong decision.

My last year there wasn't pleasant, I was denied career development because the department I worked in was  ' Too Busy' to let anyone leave on secondment etc - it seems being an external applicant is ideal. 

Was always told to 'Play the Game' if I wanted to get somewhere, even management encouraged this - seems being fake is how these individuals advanced in there careers and once they are in their ideal role the true colours begin to show.

On a more positive note, my first 2 years there were fantastic  - its sad to see a reputable company and household name go down the drain.

Look after your good staff IAG, Happy Employee = Happy Customer & Positive workplace.

My day stars after 9:30 am due to my life pattern. I have to drop my children to school and have to get to the work. It is a good experience that I had in IAG. Especially adaptability in different changes in the management pattern of work. I have being working in the same team since I have started. Few came and have gone but as a part of the team, I always have a honest conversation with my team and do my level best in keeping my team as the best in the site. As a team we all think alike we always are comfortable in speaking and working as a family. I used to enjoy working with IAG but the inconstancy in the management  plan is not feeling me comfortable in working. As an insurance company I always want to learn the other side of insurance (Claims) and I was a claims officer for almost 5 months assisting the Sydney home claims. I think that was the greatest learning that I had from IAG. I used to enjoy the good culture but that too is changing as new faces comes and goes. But I still have my good friends were we share our jokes and feelings.

After coming back to IAG after 20 years away,thinking that things have changed. With the first manager he was great appreciated the efforts,encouraged us to be positive and if we needed something he was there for us.  New management change had taken place and things went down hill from there. They say they are about positive  culture but some middle management in  assessing don't know how to deal with mental health and how the poor culture affects staff. Intimidation tactics, making you feel as if you have not been performing,considering the change in the current epidemic. They are bullies and have there favourites. I guess I did click with the need too management. Don't work here better off stacking shelves...

Completely overworked treated like Labrates, changing the rules all the time see cannot meet your commission ,
Manages been harsh constant meetings extremely  lots of micromanaging, to push you out of office.

Staff undercut lots of high turn over and cuts worts company to work for,

Manages lying deceitful don't respect other people's feelings emotions,

Managed on Tims by the second,

Managers are not friendly if I could turn back time I would never take on the job I would sooner sign up to the military!!  we get told the prices are high because we don't want the customers!! They no longer care about the people calling!!

 All call centres are going overseas!! 

 Soon all jobs will be lost     kios will be open across Australia with office closing cutting cost every where!!!

Busy days at work. Being workcover it would a very busy environment . However it was interesting and I learnt something new everyday when dealing with employers and workers. I was constantly in touch with workers and employers arranging medical appointments , surveillances and weekly compensation.

I worked in a team where each member contributed and helped one another. We worked under pressure yet we did find time to help one another , share a joke and a smile.

I have always been lucky to have had supportive and encouraging managers and team leaders who encouraged me every step of the way.

Top Job Titles	Average Salary
Claims consultant 1 salary reported	$6,400 per month
Software engineer 1 salary reported	$68.90 per hour
Administrative coordinator 1 salary reported	$67,500 per year
Underwriter 1 salary reported	$90,000 per year
Sales consultant 1 salary reported	$60,000 per year

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