Insurance
Home›Insurance›Industry & Deals›IAG to use OpenAI agentic voice tech for claims handli…
IAG to use OpenAI agentic voice tech for claims handling in Australia
The insurer plans to start deploying the technology in the first half of its 2027 fiscal year, beginning with high volume natural perils.
IAG has partnered with OpenAI to explore agent based voice solutions for its employees serving customers in Australia, with an initial focus on claims handling. Coverager reports the program is intended to support customer responses and expand service capacity during periods of high claims volume, including natural disasters.
The solutions will be built using OpenAI Presence, and IAG says they will operate under its standards for AI governance, security, and responsible use. IAG expects deployment to begin in the first half of its 2027 fiscal year, starting where the company expects the greatest need, high volume natural perils.
IAG CEO of Retail Insurance Australia Julie Batch said the initial focus is on helping customers at a stressful point in their lives. The partnership details also note related corporate actions involving IAG units, including appointments of Executive Manager Community Impact and Customer Advocate in a job share arrangement effective immediately.