Insurance companies around the world are changing how they connect with customers. Instead of treating customers as just policy numbers, insurers are now using artificial intelligence (AI) and smart digital systems to offer more personal, tailored experiences. This shift is happening fast as companies work to meet higher customer expectations and stay competitive.
Big names in insurance are leading the way. In the UK, Aviva is using AI to understand its customers better. In the US, Allstate applies machine learning to predict what customers might need and then offers personalized options. Over in Asia, Ping An is incorporating AI across its services to connect with customers in a more thoughtful and timely way.
One company showing this change clearly is Australia’s IAG. Recently, IAG teamed up with a major tech firm and invested in a new retail platform that links together customer interactions. Nandor Locher, IAG’s executive general manager of digital business, explained that the platform is about engagement, not just keeping records. It helps them connect with customers in a more personal way by tracking how they interact through different channels and piecing those experiences together.
This connected approach means customers get smoother, more relevant communication no matter where they reach out—online, through marketing, or by speaking with a call center agent. Agents also have access to background information that covers the whole customer journey, so they can provide better help.
AI plays a big role here. It’s not only used to automate tasks but also to anticipate needs and engage proactively. Locher said AI helps IAG get real-time data, improving both growth and how efficiently they serve customers.
IAG’s digital shift raises an important question for insurers everywhere: Should they build one integrated system or use a mix of best individual tools? The answer could shape how fast and well companies update their digital services.
As companies in North America, Europe, and Asia invest more in AI and digital platforms, what IAG is doing offers useful insights. The future of insurance will likely belong to those who can provide personal, connected, and seamless experiences to millions of customers in real time.