Sponsored by Optus
Katie Cunningham
Australians rely on their home and car insurance. Because while our lands may abound in nature’s gifts, we’re also vulnerable to our weather – from floods to bushfires and extreme heat.
That’s why Australia’s largest insurance company is working to future-proof its operations at every level. IAG, whose insurance brands include NRMA, is currently undertaking one of its most ambitious transformations to date – all designed to ensure it can better serve Australians now and through whatever the future holds.
Watch the full video below to see how IAG is reimagining its response to the unexpected, and how a strategic technology partnership is helping them build a more resilient future.
“Our vision is to make more and more Australians and New Zealanders safer,” says Neil Morgan, chief operating officer at IAG. “Delivering on that purpose has been a constant, but the technology that we use to do that has changed dramatically.”
As Morgan tells it, IAG is on a “big transformation journey” designed to simplify and consolidate the core of their business – then allow the company to deliver better customer experiences using new and emerging technology.
That includes everything from enabling hybrid teams with modern connectivity through to exploring the potential of AI to assist with customer service.
Partners in business
IAG is also tapping the expertise of partner organisations in building a more resilient, responsive and human-first business. Optus has been a key ally in upgrading their technological capabilities.
“At IAG, when we respond to events, we pride ourselves on being the first to arrive and the last to leave,” says Morgan. “So being the first to arrive, generally, we’re turning up in a disaster zone where the services on the ground and power outages are quite real.
“In South East Queensland during the 2025 floods, we knew that the power outages had caused problems with the mobile phone data services. We were able to contact Optus, and within days, they supplied us with Starlink units, backup options and satellite phones, so we could deploy them with their assessors, but also with their help response vehicles. That helped us service our customers.”
Optus has proven to be a partner IAG can count on, Morgan says.
“We’ve really used [Optus] to support us in providing a resilient core infrastructure that we could do all of that transformation work on top of. And that’s where we’ve seen value in our relationship – understanding the vision, committing to the vision, and then making it happen… We really commit to outcomes together.”
The partnership between IAG and Optus is one that’s benefited not only IAG but, most crucially, the customers themselves.
“We’re in it for the benefit of our colleagues and our customers,” says Morgan.
The work of reinvention is never truly over. But whatever comes next, for IAG the vision is all about supporting Australians when they need it most.
“That’s the promise that we provide as an organisation – to support people when they’re in their moment of need,” says Morgan. “We’re trying to get as close as we can to that scenario where, from a customer’s perspective, they’re back in a state where they never really had the loss in the first place.”
Optus is helping businesses like IAG create seamless, connected customer and employee journeys. Learn more at optus.com.au/enterprise.
