IAG already understands proactive event response — it contacted over 250,000 customers around Cyclone Alfred — but broadcasts are one-way and claims intake still queues; an agentic frontline turns that instinct into two-way capability: every at-risk policyholder reachable before landfall, every claimant lodging in-conversation at unlimited capacity, every claim statused proactively for its whole life — event-response leadership converted into the industry's best claims experience at software economics.
IAG is the largest general insurer in Australia and New Zealand, with brands including NRMA Insurance, CGU, WFI and NZ's NRMA-equivalent brands, plus bank and motoring-club distribution partnerships.
Public factDuring ex-Tropical Cyclone Alfred, IAG publicly reported contacting more than 250,000 customers in affected areas and deploying its major-event response teams in advance.
Public factIAG expanded distribution through a long-term strategic agreement bringing RACQ's insurance customers into its underwriting over time.
Public factNatural perils allowances and reinsurance structures are central to IAG's investor story, making event-cost predictability a board-level theme.
Public factProactive outreach today is largely one-way (SMS broadcasts); converting it to two-way conversation at scale is the capability gap between warning customers and actually helping them.
Reasoned inferenceMulti-brand claims estates likely duplicate intake processes that a single conversational layer could unify.
Seller hypothesis — validateValidate with the account team before outreach: Event-week contact and claims volumes from recent catastrophes by brand · Existing digital lodgement rates and claims-platform integration surface · RACQ transition timeline and partner-brand servicing scope · Internal AI initiatives in claims and their claimed surfaces
Technically capable but needs industry workflows, integration, acceleration, or managed operations
Evidence: IAG has genuine digital and data capability and applies AI in pricing and claims analytics, but conversational event-response infrastructure at surge scale is adjacent specialist ground; IAG's pattern is platform partnership for capability adjacent to underwriting, and its event-response instinct needs a delivery partner to become two-way at scale.
Why they won't build the full stack: Insurer engineering priorities are pricing, perils modelling and claims-platform consolidation; building surge-elastic voice AI in-house risks brand-defining weeks on an internal roadmap, while a partnered platform can be proven in quiet months and trusted in the loud ones.
IAG's FY25 results and event reporting highlighted its major-event response around ex-TC Alfred, including proactive contact of more than 250,000 customers in affected areas.
GTM implication: Management already markets proactive contact as a differentiator — sell the conversational upgrade of a capability they publicly own.
Natural perils costs and allowance adequacy remain central to IAG's investor narrative, with reinsurance structures managing volatility.
GTM implication: Operational surge capacity is the controllable half of event economics — position claims-experience automation as the lever the reinsurance program can't pull.
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Event response outreach and claims intake Two-way pre-event guidance, FNOL at unlimited capacity, proactive status for every claim's life; human assessors on every decision. | IAG already leads on proactive contact; making it conversational converts brand-defining moments from broadcast to service. Friction today: Pre-event SMS is one-way; post-event FNOL queues for hours; status calls flood lines for weeks. | SMSVoiceApp chatWeb | |||
Motor and home claims lodgement and tracking In-conversation lodgement with media in-chat; proactive repair tracking; repeat contacts cut measurably. | Everyday claims are the volume engine across NRMA and CGU; lodgement friction and status opacity drive cost and dissatisfaction. Friction today: Phone-first lodgement; repair and assessment status generates repeat contacts. | App chatVoice | |||
Partner-brand servicing desk (RACQ and bancassurance) One conversational standard across partner brands with brand-correct identity; partner SLAs evidenced. | Distribution partnerships multiply servicing surfaces; consistent service across partner brands protects the agreements' economics. Friction today: Partner-brand customers route through varied stacks with inconsistent experience. | VoiceApp chat |
Voice & channel orchestration, telephony, conversational execution, session/state, routing, integration build. Capability coverage validated during implementation.
API access to these systems is the critical-path dependency.
Identity-bound sessions, policy-bounded actions, 100% audit logging, human approvals at defined points, in-tenant intelligence.
All figures are modelling estimates from the labeled inputs above — nothing here is customer-provided yet. The pilot's first job is replacing these assumptions with IAG (Insurance Australia Group)'s measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for IAG (Insurance Australia Group): IAG's multi-brand scale (NRMA, CGU, partner distribution, New Zealand) and event-driven volume justify enterprise scope across event response, claims care and everyday servicing — a phased Transform deployment matched to catastrophe-season milestones.
Packages cover implementation and integration only. Recurring costs are billed separately: Tilicho Labs platform usage (~$0.15/call-min indicative, usage only), Google Cloud consumption, telephony/carrier charges, managed operations, and support & optimization. No package includes unlimited usage.
“IAG made proactive event contact a public differentiator; making it two-way at unlimited scale is the next chapter of that story — and the claims experience that justifies premiums in a hard market.”
“A governed agent layer over claims and catastrophe systems scales your event playbook without scaling headcount — bounded integration, auditable by design, phased with the season calendar.”
“Event weeks force triage between intake, status and assessment; automating the first two at unlimited capacity lets your people do the third — the only part that needs them.”
“You contacted 250,000 customers around Alfred; imagine each of those as a two-way conversation that lodges, guides and reassures — that's the capability this deploys.”
“GICOP-aligned playbooks, vulnerable-customer routing, human gates on assessments and settlements, 100% logging — catastrophe-week conduct with evidence regulators can inspect.”
“Event response costs and elongated cycle times both compress with automated intake and proactive status; the pilot quantifies against your own event baselines before the season does it for you.”
Written from this account's own research — the strategic signal, the capability gap, the entry workflow, and the modelled economics — not a mail-merge template. Pick the moment and the persona, edit anything, then copy or open in your mail client.
Customer-safe by construction: drafts are composed only from customer-facing fields. Account tier, build-vs-buy classification, priority score, internal routing, and partner-commercial detail are not inputs to the composer, so they cannot appear in a draft. Money figures are always framed as modelled from the customer's own volumes. Read before sending — you own what goes out.
Australasia's largest general insurer — NRMA, CGU and partner brands plus the RACQ distribution deal — with the same weather-surge economics as Suncorp at even larger scale, and a demonstrated instinct for proactive customer contact during events worth building on.
Pre-season executive workshop: replay the last major event's contact data, model two-way coverage economics, then scope a Transform deployment phased before the next catastrophe season.
Entry: Event response outreach and catastrophe claims intake · Transform package · 14–20 weeks phased across units. Human fallback throughout; success thresholds agreed before build.
Start the pursuitResearch-based priority-account universe assembled from public information, market scale, communication volume, and solution fit. This is NOT an authoritative list of top Google Cloud customers; existing Google Cloud relationships are noted only where publicly reported. Validate every account with the account team before outreach.