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IAG completes review of retail network

23 July 2020

IAG's priority is look after its customers who have the greatest need.

Following a period of thorough consultation, IAG has today announced its decision to close its 53 AMI stores, as well as its one remaining State store.  

The company has decided to take a phased approach while it helps its customers transition to other ways of connecting with them. IAG expects there will be minimal job losses as a result of this decision.

IAG’s Executive General Manager Customer and Consumer, Kevin Hughes says IAG has listened and acted on the feedback it has received from customers, its people and the community, and, as a result, has made a number of changes.

“Many of these reflect the changing ways our customers interact with us.  We’ve seen a decline in visits to our retail stores as customers increasingly look to engage with us over the phone, via email and through our online platforms – so we will be strengthening our digital channels to meet changing customer needs,” says Mr Hughes.

IAG will keep seven stores open until the end of June 2021.

The locations are Albany and Botany in Auckland, Te Rapa in Hamilton, Mount Maunganui, Wellington, Hornby in Christchurch and Dunedin.

“We have chosen these locations as they are within an hour’s drive of around 70 percent of our customers. 

“We appreciate that some of our Timaru based customers are still having repairs completed after the hailstorm event in November 2019, so this store will stay open until 27 November 2020 to support them. 

“This is in line with our commitment to be there for our customers following major disasters, and with our plan to create pop up services in local areas for future events,” says Mr Hughes.

All remaining stores will close on 18 September 2020.

IAG’s priority is to look after its customers who have the greatest need and, as such, IAG is:  

  • making its specialist Customer Care team permanent.  This team was originally established during COVID-19 to support customers experiencing financial hardship and will have specific tools and training, and delegated authority to support customers needing extra care.
  • retaining direct phone and email addresses for its store staff, so customers can continue to connect with the people they know.
  • enabling EFTPOS and cash payments to be made at NZ Post’s 240 stores nationwide or through the remaining open stores (from 21 September 2020). There is no extra cost to customers to pay at NZ Post.
  • continuing to support customers where English is a second language, including over the phone, by routing calls to multi-lingual consultants.
  • creating education programmes for customers to guide them through the changes.
  • exploring new customer service experiences, such as virtual face-to-face meetings using video conferencing technology and exploring how it can best support hearing-impaired customers.

The company is encouraging customers to visit their local AMI store to discuss any specific assistance they might need.

IAG will be moving more than 350 roles into its customer service teams, as well as other parts of the business, as the company bolsters its digital channels to meet changing customer needs.

Up to 65 store management roles will be disestablished, however with 128 vacant roles, IAG hopes to retain as many people as possible.

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