AustraliaFinance and insurance2024 – ongoing

Insurance Australia Group

CASI generative AI claims knowledge assistant

IAG said CASI cut policy-document searches from 20 to 30 minutes to seconds

WorkingCompany's own claim

Problem

Claims handlers needed to find coverage terms across complex policy documents. Remote working also reduced their access to experienced colleagues.

Approach

IAG developed CASI for its intermediated claims business and began scaling its use in the second half of 2024. Staff asked questions in natural language, and the assistant returned findings with references they could check.

Results

500 or sointermediated claims staff reached by the rollout, according to IAG's chief operating officerCompany's own claim[1]

secondstime to find relevant policy terms, previously 20 to 30 minutes, according to IAG's chief operating officerCompany's own claim[1]

Takeaway

The reported speed improvement concerned finding policy information. IAG did not report a corresponding reduction in total claim-settlement time.

Sources

IAG lifts lid on CASI, a new AI claims assistant
Insurance Business29 Jan 2025News article

Source summaries

[1]Insurance Business29 Jan 2025

IAG executives described CASI's rollout and reference-backed answers. The chief operating officer reported deployment to 500 or so claims staff and policy searches taking seconds instead of 20 to 30 minutes.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026