IAG, the Australian general insurer, is partnering with OpenAI to explore agent-based voice AI for enhanced customer service and claims handling in Australia, starting with natural peril scenarios.

The collaboration will deploy customer-facing agentic voice AI in IAG’s Australian claims operations, with delivery planned for the first half of FY27, and will also extend to employee-facing applications to improve service.

Regulators warn that governance maturity lags behind AI deployment, highlighting risks from non-human actors and the need for thorough security testing and enforcement actions for AI risk mismanagement.

The move marks a shift from internal AI use to direct customer contact, raising governance and conduct-risk considerations for frontline interactions.

CEO Julie Batch says the goal is faster, more reliable access to assistance for customers, particularly during high-volume natural peril events, while delivering value-driven service.

Batch emphasizes a customer-led service approach that also adds support for staff.

The project represents an extension of IAG’s AI journey and reinforces a commitment to responsible innovation across the business.

Other insurers like Suncorp and Allianz are pursuing agentic AI mainly for staff or internal processes, while IAG’s focus is directly on customer-facing applications.

Questions remain about how OpenAI Presence will integrate with IAG’s claims systems, escalation and audit processes, and governance structures for emotionally sensitive customer interactions, with a concrete delivery window in the first half of FY27.

Regulators ASIC and APRA are scrutinizing agentic AI and governance in insurance, emphasizing consumer harm risks and the importance of robust claims handling post-disasters.

Initial development will align with IAG’s governance, security, and responsible AI frameworks, with delivery expected in H1 FY27.

The collaboration will use OpenAI Presence to improve customer responses and scale operations during natural disasters, initially targeting enhanced claims delivery.