Artificial intelligence (AI) is gaining traction across Australia’s healthcare and insurance sectors, with stakeholders examining its potential to address operational challenges and support frontline services.
At the recent NSW Ambulance Summit, Alex Taylor, global head of emerging technology at QBE Ventures, discussed the evolving landscape of AI in healthcare and its implications for insurance.
Taylor noted that healthcare providers are facing increasing demands and resource constraints, prompting a search for innovative solutions.
QBE, which has provided accident and health cover to NSW Ambulance first responders for nearly 10 years, continues to engage with the sector through partnerships and technical expertise.
During the summit, Taylor outlined how AI applications are beginning to support clinical decision-making and risk management.
He said that as these technologies move from pilot projects to broader adoption, it is important they are designed to complement, not replace, human expertise.
“Emergency medicine clinicians often need to make complex, split-second decisions,” Taylor said. “Agentic AI – technology that can reason, plan, and propose an approach to take – has the potential to support those decisions, acting as a kind of ‘over-the-shoulder’ sense check.”
A recent Capgemini Research Institute report found that 20% of insurance organisations are piloting AI agents, and 12% have implemented them partially or at scale. However, only a small proportion of insurers report full trust in these systems.
The report noted that trust in fully autonomous AI agents has declined, with concerns about accountability, transparency, and ethical use cited as ongoing barriers.
The research indicated that most insurers are focusing on integrating AI agents into existing workflows to assist brokers, risk assessors, and service teams, rather than replacing them.
Respondents expect this collaborative approach to enable more time for higher-value tasks and improve employee satisfaction.
As insurers explore AI’s operational benefits, they are also considering new risk exposures, such as algorithmic risk and cyber liability.
The report suggested that trust in AI agents tends to increase as organisations move from pilot to active deployment, but readiness remains a challenge, with only a minority reporting mature AI infrastructure.
Taylor also highlighted the potential for AI to support the mental health of first responders.
He referenced emerging tools that can conduct mental health check-ins, triage needs, and direct individuals to appropriate resources.
“We’re starting to see AI agents that can hold a conversation, assess mental health indicators, and recommend tailored support options such as peer networks or professional care,” Taylor said. “This isn’t about replacing human connection; it’s about making sure help is accessible when and where it’s needed most.”
Other areas of AI application include predictive analytics for resource allocation, remote patient monitoring, and robotics to assist with tasks that carry a high risk of injury.
Taylor stressed that as innovation accelerates, governance and oversight must remain priorities.
“Governance isn’t just a side note; it needs to be the foundation of any AI strategy,” he said. “Responsible AI means building systems that are explainable and accountable, with safeguards against biases.”
According to a whitepaper from Gallagher Bassett, nearly 90% of Australian insurers have adopted generative AI in some aspect of claims operations, a significant increase from the previous year.
John White, head of sales and client services – general insurance at Gallagher Bassett, said the trend reflects efforts to streamline claims and reduce processing delays.
“More organisations are adopting generative AI to enhance the claims lifecycle, including at intake, triage, fraud detection, and customer communication,” he said.
The whitepaper found that improved decision-making through data analytics is a primary benefit for 64% of Australian insurers, and 62% are using predictive technologies to address fraudulent claims.
Despite these advances, consumer trust in AI remains mixed. GlobalData’s 2024 Emerging Trends Insurance Consumer Survey found that while most respondents recognise AI’s potential to improve customer service and operational performance, concerns about fairness and reliability persist.
