QBE Australia Pacific has broadened its use of technology within its people risk claims operations, aiming to improve injury recovery outcomes and reduce administrative demands on claims staff.
The move reflects an industry-wide shift toward embedding digital solutions into core claims processes.
One of the insurer’s recent developments is the rollout of the MyRecovery App, created in partnership with digital health platform Perx Health. The app applies behavioural insights and reward mechanisms to encourage injured workers to engage consistently with their treatment programs.
Data gathered in August 2024 from 6,692 workers compensation claims compared outcomes between those using the app and those who did not.
According to the analysis, app users experienced a 23-day shorter recovery duration on average. Reported user satisfaction reached 90%, while adherence to prescribed recovery routines was measured at 83%.
David Bacon, QBE AUSPAC’s general manager of people risk claims, said timely engagement plays a critical role in recovery.
“We know that getting someone into a recovery routine early – and helping them stick to it – is one of the best ways to improve their outcomes,” he said. “MyRecovery is a digital tool that makes that easier for the people we support – and the results speak for themselves. We’re seeing real impact, and we’re committed to building on that momentum to support even more effective recoveries.”
The platform also allows users to manage administrative tasks related to their claim – such as uploading documents, submitting reimbursement requests, and booking callbacks – with points-based incentives available for completing recovery-related activities.
In parallel with its app initiative, QBE is trialling a generative AI tool designed to summarise customer service calls.
Developed by QBE’s internal data science unit, the tool generates automated summaries, cutting post-call processing time from as long as seven minutes down to approximately two to three minutes.
Bacon said this technology helps the company’s teams to focus more on direct support, particularly in difficult conversations.
“We’ve seen it give claims officers the confidence to give their full focus on their customers, even in challenging conversations,” he said. “At the same time, it’s streamlining manual work – what used to take up to seven minutes after each call now takes just two or three. That means more time spent where it counts: supporting recovery.”
Following the pilot’s success, QBE plans to expand AI call summarisation across other product lines, including compulsory third party (CTP) insurance and services for vulnerable claimants.
QBE’s technology adoption is part of a broader trend within the Australian insurance industry.
A new whitepaper from Gallagher Bassett, titled “Carrier Perspective: 2025 Claims Insights,” found that 88% of insurers in Australia now use generative AI in at least one stage of claims processing – up 38 percentage points from the previous year.
Use cases include claims intake, triage, fraud detection, and communications.
John White, head of sales and client services – general insurance at Gallagher Bassett, said these tools are intended to address inefficiencies and reduce delays in claims resolution.
The report also noted that 64% of insurers cited enhanced decision-making as a leading benefit, while 62% are using predictive analytics to identify fraudulent claims – compared to 58% globally.
Despite growing adoption, public trust in AI remains mixed. GlobalData’s 2024 consumer survey found that while a majority see benefits such as faster service and pattern recognition, some remain sceptical about data usage and decision-making fairness.
Beatriz Benito, lead insurance analyst at GlobalData, said insurers will need to address these concerns.
“Insurers must prioritise transparency in AI-driven decisions, particularly among those who perceive bias in the tools, such as providing negative claim outcomes. Some consumers will have data privacy concerns, while others will simply just prefer interacting with a human,” she said.
