Digital Transformation delivery at IAG Insurance

INTRODUCTION

Insurance Australia Group (IAG) is New Zealand’s largest insurance group. The brands it owns include established market leaders State Insurance, AMI, NZI, Lumley and NAC Insurance. The IAG Direct Insurance (insurance sold directly to consumers and SME’s) business faces unprecedented competitive pressure from a host of digitally sophisticated competitors including TradeMe, Youi, the Warehouse and Countdown.

In response to this competitive pressure IAG’s direct insurance unit has committed to an ongoing programme of Digital Transformation to minimize customer churn and expand market share. I was contracted to provide delivery expertise to manage the a number of digital projects for State Insurance and AMI.

 

REDESIGN AND REDEVELOPMENT OF AMI.CO.NZ AND STATE.CO.NZ

The legacy sites no longer reflected the updated visual branding, were built on an inflexible technical platform and most impactfully did not support the growing number of users accessing the sites on mobile devices. My responsibilities included:

  • Project definition

  • Stakeholder management and reporting

  • Financial management

  • Management of the business requirements gathering process and solution architecture definition

  • Management of the digital agency delivering UX and design

  • Management of the initial development sprints

Both new sites www.state.co.nz and www.ami.co.nz are now live.

 

DELIVERY OF SELF-SERVICE FOR AMI AND STATE INSURANCE

Delivery of the 1.0 release for self-service is the priority for Year 1 of IAG’s Digital Transformation Programme. It initially allows AMI and State customers to set up an online account, view a summary of their insurance policies, download or request policy documentation (be sent to them via email), see their payment status and in the 1.1 release view their policy details online. My responsibilities included:

  • Project definition

  • Stakeholder management and reporting

  • Financial management

  • Management of the business requirements gathering process and solution architecture definition

  • Management of the internal UX, design and copywriting resource

  • Management of the development and release process

Self-service for AMI and State are both due to go live prior to Dec 1st, 2015.