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IAG Expands AI Across Operations

May 13, 2026

1 min read

Key Takeaways

IAG uses three methods to embed AI across operations.
92 production instances of generative AI have been implemented.
IAG has over 600 certified 'activators' for AI solutions.

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Strategic Implications

IAG's AI expansion may indicate a shift towards more efficient and personalized customer service, which could enhance its competitive position in the insurance market. The use of AI tools suggests a focus on automation and process improvement, which may lead to cost savings and improved customer satisfaction.

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What Happened

Insurer Embeds Artificial Intelligence In Multiple Areas

Insurance Australia Group (IAG) is expanding its use of artificial intelligence across its operations, with 92 production instances of generative AI already implemented. The company is using three distinct methods - deploy, shape, and compose - to embed AI into its platforms and workflows. IAG has over 600 certified ‘activators’ who are working to tailor AI solutions to specific business problems, according to CEO Nick Hawkins. This development was first reported by iTnews.

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