Suncorp chief information officer Adam Bennett says tech modernisation over the past year has laid a foundation for providing better customer outcomes.

Projects included the introduction of AI-powered chat tools that enabled more than 2.8 million conversations with customers last financial year, up 22% on 2023-24.

Such conversations handle requests including viewing and updating policy details, obtaining a document, or cancelling a policy and receiving a refund.

Suncorp says customers increasingly engage digitally, with online sales and service transactions for mass brand products increasing to 78% and 58% of all interactions, respectively.

About 65% of natural hazard claims were lodged online last financial year.

“This year we saw the foundational work start to not only make things simpler for our people, but also begin delivering superior customer experiences,” Mr Bennett said.

“These initiatives reinforce our commitment to using AI to improve speed and consistency of delivery for our customers, while recognising the value of human connection as a critical part of what we do – being there for our customers during the moments that matter.”

Suncorp says it is working with generative AI at scale, delivering more than 20 use cases last year, including several tools that check and summarise large amounts of information for staff.

One tool reviews motor claim documents to determine the at-fault party and how much each person should contribute to settlement, allowing claims managers to focus on complex claims and engage with customers.