Australian insurer IAG has partnered with OpenAI to explore agent-based voice solutions that help its employees in Australia deliver better service and support to customers.
Powered by the newly launched agentic system, OpenAI Presence, IAG will initially explore opportunities to enhance claims delivery, focusing on supporting customer responses and scaling capabilities during natural disasters.
IAG will develop the solution using OpenAI Presence, in line with its standards for governance, security and responsible AI use, with delivery expected to commence in the first half of FY27.
Julie Batch, CEO Retail Insurance Australia at IAG, said the aim of this partnership is to deliver faster, more consistent access to help customers when they need it most.
Batch said, “We are excited to partner with OpenAI as it will provide our people with extra support to help them deliver higher value service to customers.
“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.
“This initiative represents the next step in our AI journey, enhancing the capabilities already embedded across our business and reinforcing our commitment to responsible, customer-led innovation.”
Satya Tammreddy, Head of Go-To-Market for Australia and New Zealand at OpenAI, added, “We look forward to working with IAG to explore how customer agents can help resolve issues faster, expand service coverage and deliver more consistent experiences, while reducing the operational burden on frontline teams.”
