Suncorp has introduced an AI claims summary tool across its operations and says almost all roles will soon use the technology.

The Single View of Claim uses generative AI to quickly reveal a claim’s status and steps staff should take to progress it.

The tool was launched in home claims and recently expanded across departments.

“Thanks to AI, our claims managers can access a simplified summary of a claim, reducing the time spent looking for information and increasing the accuracy and quality of their customer interactions as they provide updates on the claim’s progress,” chief information officer Adam Bennett said.

“This isn’t something that sits in ‘the IT department’. It’s intrinsic to our strategy, has top-down sponsorship and is being embedded enterprise-wide.”

The technology saves five to 30 minutes per claim review, Mr Bennett says, and employees have shown “tremendous enthusiasm”.

“Our teams are getting across important information, reducing the need for customers to repeat themselves, and we can more quickly action next steps.

“It feels like we are on the precipice of yet another shift in gears. Having scaled our AI usage across the organisation, we are now exploring how we might be able to truly transform as we adopt agentic [decision-making] AI.”

Single View of Claim has so far produced 1.8 million claim summaries by processing 2.74 billion words, like reading all seven Harry Potter books 2530 times, Mr Bennett says in an article titled From Frictionless Claims Payments to Faster Natural Disaster Response, How We’re Embracing AI.

Suncorp has deployed hundreds of AI and machine learning models, reducing questions asked when selling home insurance, making information more accessible to staff, and optimising the supply chain.

It overlays predicted extreme weather patterns with customer information to alert customers and suppliers. It is also educating staff through leadership courses, virtual conferences, “hackathons” and intensive reskilling programs.

Mr Bennett, who spoke at the recent Australian Financial Review AI Summit, says artificial intelligence is “an enabler to help us improve customer experiences, move faster and help protect more customers”. In a data-rich industry, it has the power to “reshape our end-to-end value chain”.

He added: “Our ability to embed AI across the organisation will be our competitive advantage, not the technology itself. We are shifting our mindset.”

Suncorp won an AFR AI award in the ethics and responsibility category for its application of the Single View of Claim tool.

See Mr Bennett’s article here.