IAG partners with OpenAI on claims agents

IAG has partnered with OpenAI to explore agent-based voice solutions for employees serving customers in Australia.

The insurer will initially focus on claims handling, including supporting customer responses and expanding service capacity during natural disasters and other periods of high claims volume.

The solutions will be developed using OpenAI Presence, a newly launched agentic system, and will operate under IAG’s standards for AI governance, security and responsible use.

IAG expects to begin deploying the technology during the first half of its 2027 fiscal year.

“Our initial focus will be on where the need is greatest – high volume natural perils – to ensure we help our customers the best way we can at a stressful point in their lives.” – Julie Batch, CEO of Retail Insurance Australia at IAG.