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Insurance – Transformation Program

The CEO of IAG’s Australian Direct Insurance businesses, initiated an organisation wide transformation program to support its growth strategy. Frazer Walker assisted in the set up of this portfolio and then lead the Digital, Product, Pricing and Customer program

The Challenge

The scale of the change was a challenge for the organisation requiring a significant lift in capabilities to deliver, including Program Management level and Organisational Change capabilities.

Our Work

Based on our knowledge of Insurance and experience delivering large transformational change programs, the client engaged Frazer Walker to advise on how to set the program up (with a strong emphasis on Program Management, Design Authority, Change Management and the use of Agile at scale)

Having helped establish the portfolio framework, the Frazer Walker team then took on the Program Director and key Program Management roles to manage the implementation of the Digital, Product, Pricing and Customer program within the portfolio

The Outcome

Frazer Walker successfully led the implementation of the program resulting in:

  • Digital channels: new online and mobile web channels delivering self service capabilities to customers through new business, renewals and claims
  • Product Innovation: expanded product lines including delivery with 3rd party providers
  • Pricing: new rating engine capability implemented utilising Duck Creek technology
  • Customer: improved customer data matching and the Customer Strategy needed to drive the next wave of the transformation program in FY14 and beyond
  • Loyalty: Development of a new business model to reward customers, moving beyond traditional general insurance approaches to multi-policy discounts and no-claim-bonus


For more information please contact Nick Careless, Phone: +61 410 640 993, Email: