GIO is using a digital assistant to help its Australia-based claims teams correctly route work to an offshore centre for processing without breaching local data sharing rules.

Shontel Dashwood, of Suncorp Group.

Named ‘Postie Pat’, the WalkMe-built assistant automates multiple steps required to generate claims correspondence, which is typically compiled by the local team and then executed by offshore operations.

Since its launch, the share of claims correspondence sent to GIO’s outsourced partners has risen from 2.8 percent to 16.4 percent, and it has cut four minutes per letter from the preparation of over 16,000 letters confirming liability for personal injury claims.

According to Shontel Dashwood, performance and delivery manager in Suncorp Group, claims agents in Australia were bec

See Full Page