IAG New Zealand shifts core claims platform to cloud

IAG New Zealand has migrated its on-premises claims system, Guidewire ClaimCentre, to the Guidewire Cloud Platform, a milestone in the insurer's wider technology modernisation programme.

The shift moves a central part of IAG New Zealand's claims operations from internal infrastructure to a cloud-hosted environment. It is part of a broader effort across IAG group businesses to update core platforms and improve resilience and delivery speed.

The migration comes as insurers in New Zealand face changing customer expectations, regulatory change, and a higher frequency of severe weather events. Those pressures have increased demand on claims teams and the systems that support them, particularly during peak periods after major events.

Claims platform

ClaimCentre is Guidewire's claims management product for property and casualty insurers. IAG New Zealand previously ran the software on its own systems; it now operates on Guidewire's cloud offering.

IAG New Zealand expects the cloud deployment to provide a more stable and secure base for claims operations, while scaling more easily during periods of high demand such as storms and floods.

The insurer also described the migration as part of a longer-term plan to future-proof its technology, linking the investment to the need for systems that can adapt as market conditions and policyholder expectations shift.

Customer experience

Cordelia Kerr, Executive General Manager Insurance Platforms at IAG New Zealand, described the milestone as a key step in its modernisation work and tied it directly to the claims experience.

"Moving to ClaimCentre on Guidewire Cloud Platform represents a significant step forward for the organisation. This milestone marks a tipping point in our journey to modernise and future-proof the technology that powers IAG. It enables a better experience for our customers during claims - one of the most critical moments in their relationship with us," Kerr said.

Kerr said the transition also changes how updates and enhancements are delivered. Under the cloud model, IAG New Zealand expects faster updates and a quicker path to adopting new features, alongside regular enhancements aligned with regulatory and customer requirements.

"The transition delivers faster updates and adoption of new capabilities to improve customer outcomes, regular enhancements to keep pace with regulatory and customer needs, in addition to overall cost efficiency. Advancing IAG's cloud strategy strengthens the resilience of our core platforms and ensures we can continue investing in technology that meets the changing needs of customers and regulators across all the markets we serve. This is about making sure we're ready for what the future holds, so we can continue to show up for our customers across Aotearoa New Zealand," Kerr said.

Group modernisation

IAG operates across multiple brands in New Zealand, including AMI, State, NZI, Lumley and Lantern. It also distributes general insurance through banking partners including ASB, BNZ, Westpac and The Co-operative Bank. The insurer also owns AMI Roadside Rescue, AMI MotorHub and AMI HomeHub, which it said support customers with motor and home claims and related services.

IAG New Zealand employs more than 4,800 people and reports relationships with one in every two New Zealand households. It also insures more than NZ$1.07 trillion of commercial and domestic assets.

Given that scale, and the surge in operational load after major events, claims systems sit near the centre of the business. For large insurers, platform changes can also affect downstream processes, partner integrations, and how quickly teams can adjust workflows when rules or expectations change.

Guidewire relationship

Guidewire supplies core systems software to property and casualty insurers globally. More than 570 insurers in 43 countries use its products.

Shaji Sethu, Executive Vice President and Managing Director, Asia Pacific at Guidewire, said the migration was a significant step in modernising claims operations at IAG.

"IAG's move to Guidewire Cloud Platform is a significant step in modernising its claims capability. The platform provides a more resilient and scalable foundation, and supports faster adoption of new capabilities as customer and regulatory needs evolve. We value our long-standing partnership with IAG and are pleased to support this next phase of their technology journey," Sethu said.

The migration sets a new baseline for how IAG New Zealand will run and update its claims platform. Further changes are likely to depend on how the insurer prioritises automation, workflow redesign and customer-facing improvements across its claims operations.