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IAG creates EM role to transform complaints handling with AI

IAG has appointed Jacqueline Rush to the newly-created role of EM Customer Relations, Regulatory and Transformation, responsible for overhauling IAG’s complaints system using new technology.

Ms Rush will oversee improvement of the complaints experience and products & services across IAG customer brands, including NRMA Insurance and CGU, with the use of digital capabilities such as Artificial Intelligence (AI).

“Her appointment is the first step in supporting the delivery of complaints handling transformational change,” IAG Chief Customer and Marketing Officer Michelle Klein said.

“Customer expectations and the regulatory environment continue to evolve and revolutionising our entire end-to-end complaint ecosystem, including enhancing the use of data, technology and AI, will set us up for success going forward.”

Melbourne-based Ms Rush has almost three decades of experience in complaints management, regulation and complex transformations.

She was formerly Head of Complaint Transformation at ANZ, Senior Policy Adviser, Internal Dispute Resolution at the Australian Securities and Investments Commission (ASIC), and Systemic Issues Manager at NAB.

IAG has been working since 2018 to reset its technology, has rebuilt its digital channels and is progressively deploying those to each of its brands and geographical areas.

More than 15 IAG claims and policy platforms and 26 pricing platforms are being consolidated, and the insurer has also used AI to identify and fast track total loss motor claims to less than a week.