TAL expands Microsoft partnership to scale AI across operations

Australian life insurer TAL is expanding its partnership with Microsoft in a five-year deal focused on cloud infrastructure, AI, and workforce training—its largest technology investment to date.

The agreement centers on consolidating TAL’s data on Azure and building AI tools to support claims, customer service, and internal operations. Microsoft will also co-invest in TAL’s engineering capabilities. The partnership also includes a focus on internal skills development, with programs designed to improve AI literacy across the organization.

TAL’s existing AI deployments are already showing results.

A chat-based knowledge assistant has handled more than 37,000 claims queries, cutting response time by an average of seven minutes and receiving 93% positive feedback. The tool has since been expanded beyond claims into HR and customer service.

Another tool, focused on post-call summarization, has processed over 120,000 claims-related calls, automatically transcribing and summarizing conversations to allow claims staff to stay focused on customers.

“We’re investing in the tech and in building skills that will help our people respond to the next generation needs of Australians. Expanding our longstanding partnership with Microsoft means we can significantly scale and speed up our innovation in products and services all underpinned by TAL’s principles for ethical and responsible AI, ensuring a secure operating environment for our customers, partners and people.” – Hinesh Chauhan, Chief Information Officer at TAL.

“Life insurance is deeply human. Customers contact us during some of the most challenging times of their lives, as they navigate illness, injury or loss. Our people are shaping the AI tools that enable them to be fully present with customers and deliver a compassionate high-quality experience.” – Georgina Croft, Chief Claims Officer, TAL.