KEY RISKS AND OPPORTUNITIES

Effectively managing risks and exploiting opportunities is critical to delivering value to our stakeholders.

We identify and evaluate the impact of material risks to the organisation using our Risk Management Framework which includes risk profiling undertaken at the business division and the group level. Engagement with our stakeholders provides invaluable input into this risk and opportunity identification and assessment process.

During 2009, a range of global issues impacted businesses worldwide, including a challenging economic environment and a number of severe weather events. Four key challenges that our business responded to in 2009 and that are included on our Enterprise Risk Profile are discussed here. These risks and opportunities are included due to the magnitude of their potential impact and the ongoing challenges they pose.

The Impact of the Global Financial and Economic Crisis

The global financial crisis and the subsequent global economic recession created significant challenges for the financial services sector. However, relative to other financial service providers such as banks and life insurers, the impact on Australian and New Zealand general insurers has been significantly less.

Changing consumer preferences

IAG wants to remain relevant to our customers, not only through the products that we offer, but also the way in which we interact with them. We know we need to explore new business models that can adapt for changing demographics and customer preferences.

Effective human capital management

In line with how we manage our portfolio of businesses, IAG does not have one overarching Human resources strategy. We understand that each of our businesses is different, offering different insurance solutions, with different business strategies to different target markets. As such, each of our operating divisions has different people strategies. From a governance perspective, what is required is for each Division to demonstrate that they have a people strategy that is specifically designed to assist them in achieving their business strategy—we call this alignment and it is evaluated by our Board Nomination, Remuneration and Sustainability Committee.

Weather related risk and climate change

The world's climate is changing and understanding weather related risk and climate change continue to be fundamentally important to IAG. Weather related risk is a significant component of the total risk equation that needs to be quantified and analysed when we underwrite a general insurance policy. To underwrite these risks successfully means calculating and pricing the risks across the jurisdictions in which we operate, through the utilisation of historical claims information, and spreading that risk across all policy holders. Claims are then paid as they arise. It is therefore imperative that any changes in weather patterns are anticipated.