Industries/Financial services/Insurance
AI consulting for insurers and brokers
Insurance runs on documents and deadlines. Claims arrive by email, phone and portal with photos, invoices and reports attached, and a person sorts each one before an assessor reads it. Brokers rekey the same client information into a submission for each insurer and compare policy wordings clause by clause. Every claim and every complaint runs against a timeframe set by the industry code or by ASIC.
Talk to our team →- Use cases
- Claims triage, Underwriting submissions, Document search, Regulatory reporting
- Runs on
- Your servers, on premises
- Connects to
- Guidewire, WinBEAT, Sunrise Exchange, Steadfast INSIGHT
- Rules cited
- 05, each with its source
- Decides
- A person, every time
Use cases
All use cases →Architecture
We build beside the software you already run
We work with general insurers, life insurers, underwriting agencies and brokers to take the reading, sorting and drafting off claims, underwriting and broking staff. The model runs on your own servers or in an Australian cloud region. Policyholder data does not go to a public AI service, and every decision on a claim, a risk or a complaint stays with a person.
- SourcesGuidewire / WinBEAT / Sunrise Exchange / Steadfast INSIGHT / Steadfast Client Trading Platform
- Your serversClaims triage → Underwriting submissions → Regulatory reporting
- ReviewYour team
- OutputClaims triage / Claims correspondence / Broker submissions / Underwriting / Policy and claims documents
The hours in insurance go to work that repeats
- 01
Claims intake
New claims and attachments read from a shared mailbox, sorted by type and urgency, and forwarded to the right team by hand.
- 02
Claims correspondence
Acknowledgements, requests for information and progress updates written one at a time, with each due date tracked in a spreadsheet.
- 03
Submissions and wordings
Client details and loss history rekeyed into each insurer submission, and policy wordings compared clause by clause before a renewal.
- 04
Regulatory reporting
Complaints, breaches and claims data pulled from several systems into spreadsheets for each report to the board, APRA or ASIC.
Services
All seven services →We take these jobs off your team
Claims triage
Inbound claims read, classified by claim type and urgency, checked against the policy record and routed to the owning team with a summary. The assessor makes every claim decision.
Claims correspondence
Acknowledgements, information requests and progress updates drafted from the claim file, with the due date shown beside each one. A claims officer approves every letter before it goes.
Broker submissions
Client details, schedules and loss history pulled from the broking system into each insurer format. The quotes that come back are set side by side for the broker.
Underwriting
Submissions read on arrival and checked against your appetite and underwriting guidelines, with similar past risks and their claims pulled up. The underwriter writes or declines the risk.
Policy and claims documents
Policy wordings, endorsements, claims files and past decisions made searchable on your own servers, with each answer citing its document.
- Two wordings compared clause by clause. Each difference in cover, exclusions and conditions is listed against the clause it came from.
- Ask how an exclusion was applied on past claims and get the files that decided it.
- A claims officer or broker can open the source document and check any answer.
- A private model on your own servers or in an Australian cloud region. The documents it reads stay inside the business.
Regulatory reporting
Complaints, breach and claims records drawn into the formats your compliance team prepares, with each figure linked to the record behind it.
Register
Insurance runs under its own rules
- 01Insurance Council of Australia ↗
Claims timeframes
Under the General Insurance Code of Practice, an insurer that needs more information asks for it within 10 business days of receiving the claim. The decision follows within 10 business days of the insurer having all relevant information and finishing its enquiries, and within 4 months of receiving the claim, unless an exception applies. A complaint is decided within 30 calendar days.
- 02Australian Securities and Investments Commission ↗
Claims handling licence
A business that handles and settles insurance claims needs an Australian financial services licence. The requirement took full effect on 1 January 2022. Insurers and brokers that already held a licence had to extend it to cover claims handling. A licensee must provide the service in an efficient, honest and fair manner.
- 03Australian Prudential Regulation Authority ↗
Information security
CPS 234 applies to general insurers, life companies and private health insurers. An insurer notifies APRA within 72 hours of an information security incident that materially affected it, or had the potential to. Where a third party manages its information assets, the insurer assesses the security of that party.
- 04Australian Prudential Regulation Authority ↗
Service providers and offshoring
The current version of CPS 230 commenced on 1 July 2026. An insurer notifies APRA before it enters a material offshoring arrangement, including where data for the service will be located offshore. Offshoring means the service is performed outside Australia, even when the provider is incorporated in Australia.
- 05Office of the Australian Information Commissioner ↗
Automated decisions
From 10 December 2026, a privacy policy must cover decisions that a computer program makes or helps make. It lists the kinds of personal information used and the kinds of decisions. This applies where a decision can significantly affect a person. The OAIC lists programs that assess eligibility for insurance as generally in scope. It treats generative AI output the same way unless a person exercises extensive oversight and control over it.
Questions
Where do the data and the model sit?
On your own servers or in an Australian cloud region that your business controls. The model reads policy, claims and customer documents inside that environment, and no data goes to a public AI service. We build it this way because the OAIC advises against entering personal information into publicly available generative AI tools.
Will AI decide claims or write risks?
No. We build the triage, drafting and search around the decision, and the claim decision, the underwriting decision and the complaint outcome stay with a person. Anything the system is unsure of goes to one queue with the reason attached.
How does this fit APRA, ASIC and privacy rules?
We design each build around the obligations you already report against. We list every service provider and the location where it processes data, which your risk team assesses under CPS 230 and CPS 234. We keep a record of what the model read and drafted, and we document which decisions it helps with for your privacy policy. Your compliance team decides whether a build meets your obligations.
We already run Guidewire or a broking system such as WinBEAT. Do we need to change?
No. We build beside the claims, policy and broking systems you already run, reading from them and writing back. They stay the system of record.
Where we do this work
Sydney / Melbourne / Brisbane / Perth / Adelaide / Gold Coast / Canberra / Newcastle / Hobart / Darwin
More in financial services
Finance / Banking / Real estate / Accounting / Audit / Asset and wealth management / Payments and fintech
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