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Keep up to date with broker insights for the quarter

CGU EDGE - May 2021

1. A message from Brad Robson

IAG has recently confirmed appointments to our new Intermediated Insurance leadership team.

I’m genuinely humbled by my appointment to Executive General Manager, Agencies, which is a newly established function. Furthering our strategic aspirations and relationships with our Underwriting Agency partnerships has been a key focus for IAG and I’m proud to lead this part of our business. Whilst it’s with a touch of bitter-sweetness that I move on from my role leading our broker distribution business, I’m excited by the opportunity that lies ahead for both out Broker and Agency businesses.

Damien Gallagher has been appointed Executive General Manager, CGU and will focus on our valued Broker relationships, business strategy and priorities. Supporting him in the role of Executive Manager, Broker Relationships is Pegah Vaghaye, who I’m sure is well known to many of you. I have no doubt that Damien and his newly appointed leadership team, as below, will take our business forward, servicing the needs of our Broker partners and customers.

  • Pegah Vaghaye – Executive Manager, Broker Relationships
  • Daniel Whitehouse – Executive Manager, Complex and Specialty
  • Dustin Bartley – Executive Manager, Personal
  • Lilly Lazarevski – Executive Manager, Commercial and Agriculture
  • Chris Swenson – Executive Manager, Business Operations and Risk

Let’s get down to business – in this edition of CGU EDGE we’re happy to report that Rent Default is back! Be sure to check out the details contained within for a full update. Whilst you don’t need reminding, 30 June is around the corner! I encourage you to provide as much lead time as possible on all submissions, so that our teams have sufficient time to consider your opportunity. Volumes are very high and I expect that they will only increase, so please ensure that any submissions are complete.

You will recently have received an invitation to complete our Broker Pulse survey. If you haven’t already done so, please take 5 minutes out of your day to complete this. The survey will remain open until 20 May, so ‘Tell us what you really think’! … Which is a great segue to our Fast 5 - with none other than Damien Gallagher, who tells us what he really thinks!

Finally, I’d like to extend my sincere thanks to all of you for making the past 2 years such an inspiring time in my career. I’ve thoroughly enjoyed working alongside you and look forward to connecting again at some point soon. And last, but certainly not least – a very big thank you to my leadership team, whom without, I could not have achieved all that we have!

Best Regards,


2. Rent Default is back

Early last year, in response to the uncertain economic conditions caused by COVID-19, CGU made a call to pause Rent default and theft by tenant cover, within the Landlord product.

Over the last 12 months, we’ve been monitoring portfolio performance as well as broader market trends, and we’re pleased to report that we’re now able to start offering cover once again.

From mid-May, new customers will have the option to take out a Landlord policy with Rent default and theft by tenant cover, for policies effective from 19th June 2021. Customers who took out a policy without Rent default and theft by tenant cover will now have the option to add this cover to their renewals from 19th June 2021.

Furthermore, customers who have a policy without Rent default and theft by tenant cover will also have the option to add this via endorsement from 19th June 2021.

You may notice two new questions added to our CGU Connect Landlord product on the Sunrise platform. One of these will ensure that the tenant is not in arrears with their rent, and the other will ensure that Landlords have a written residential lease/rental agreement in place.

Kindly share this information with anyone in your teams who support CGU Personal lines products, and please contact the PI Underwriting Centre on 13 75 44 should you require further clarification.

3. Tell us what you really think!

We’ve created the most honest and open survey ever!

We know surveys aren’t exactly at the top of your to-do list, but this one’s important and it’ll only take you 5 minutes. It’s called Broker Pulse and is designed to be a pulse check (see what we did there) on how we’re doing as a business, and most importantly, highlighting where we can improve to make your experience better.

Broker Pulse will be sent every six months, and we’ll also share updates on how we’re tracking as well as the improvements we’ve been making based on what you’ve told us.

For 165 years CGU have been the insurer of ambition, and we didn’t get to where we are by only doing things our way. The survey should have hit your inbox on 5 May and will remain open until 20 May.  So, jump in and tell us what you really think. We’re all ears!

If you didn’t receive the survey link, please contact your Account Partner.

4. OneAffiniti is being renewed!

We’re pleased to announce that we will be continuing our partnership with OneAffiniti, offering our broker partners access to tailored digital marketing capability and expertise.

Many businesses across all industries have adopted digital marketing as part of their essential business development and growth strategy. The role of Digital Marketing goes beyond brand awareness – companies, businesses, and individuals have realised its importance and are using it as a tool to better connect with their customers, boost online reputation and presence, and stay ahead of the competition.

Whether you have a small, medium, or large business, Digital Marketing will play an important role in shaping the future of your business.

That’s why we’ve chosen to continue our digital agency partnership with OneAffiniti. By participating you’ll be able to tailor monthly e-mail and social campaigns, a customised microsite, as well as receiving access to a dedicated OneAffiniti Broker Success Manager, to help you engage with your clients and maximise renewal retention. This program is fully funded by CGU. Please contact your Account Partner to find out more.

5. Weather update

With a number of recent weather events around the country, we’ve had our teams on the ground, providing support to customers who have been impacted.

Our claims teams and assessors mobilised to the Kalbarri Recovery Centre following Tropical Cyclone Seroja. We continue to ensure customers are well supported, including those most vulnerable. With over 300 CGU claims, we’re pleased to support the industry as a collective in an agreed approach to clean up.

We were also on the ground in Port Macquarie and surrounding areas, following the devastating aftermath of heavy rain and flooding. Whilst on a recent visit to the region, Christine Bekoe, Claims Relationship Specialist, was proud to report that on the ground support from IAG continues for all of our customers, partners and brokers across all of our brands.


Pictured above is some of the devastation left by Tropical Cyclone Seroja

Christine Bekoe pictured with some of the staff at Coastline Credit Union, Port Macquarie

Claims staff at the IAG Recovery Centre in Laurieton ready to help our customers

6. Fast five with Damien Gallagher

Our Fast 5 for this edition is with Damien Gallagher

  1. Tell us a little bit about yourself.

    I am originally from QLD but now live in Melbourne with my wife Jodie, daughter Lucy and son Liam. I have worked in General Insurance for 14 years and the last 10 years of this has been with CGU.

  2. What are you looking forward to most now that you’ve joined CGU?

    We have a unique opportunity to re-organise our team around one pathway to market through our Broker partners. The singularity and simplicity of this focus is empowering, and I am looking forward to bringing more of the best of our people and their capability more consistently to our Brokers for the benefit of their businesses and Customers.

  3. Who or what has been the biggest influence on your career?

    Throughout my career I have had the privilege to work with many great professionals both within CGU/IAG and across the Insurance Industry. General Insurance has been a fantastic period in my career. It is an industry essential to families, communities and business across Australia and it is this contribution that influences my desire to stay and contribute to this really important industry.

  4. Name 3 things you enjoy doing outside of work

    On a weekend I enjoy cooking – I like to find a new recipe and then experiment on the family and sometimes our friends.

    I also enjoy Mountain biking and will usually fit in a ride at a mountain bike park at least one day over the weekend. This is something I am fortunate my son likes to do as well and therefore something we do together.

    Most weekends I will get to spend some time in our garden, any time outside or outdoors I love. Being Autumn in Melbourne right now most of that garden time is spent wrangling the Autumn leaves.

  5. What’s your latest Stan or Netflix binge?

    Most recently I have started watching 'Formula 1' on Netflix – It gives an interesting insight behind the scenes and there is so much more to the sport than you read in the papers or see in the race on Sunday.