Transformation strategy underpins market growth for insurance powerhouse

IAG New Zealand is the country’s leading insurance provider, offering services through well-known brands such as AMI, Lumley, State Insurance and NZI. The company has around 47% market share in New Zealand, and more than 4,000 employees servicing customer needs across many channels.

The Challenge

IAG’s spectacular growth through acquisition in recent years resulted in an inevitable duplication of IT systems across the group, and an opportunity to introduce shared platforms to help consolidate the organisation’s activities.

The Christchurch earthquake in 2011 increased insurance-related costs. Combined with the arrival of disruptive newcomers, this required a bold response. IAG’s management knew they needed to undergo a digital transformation that would allow them to manage cost and to innovate and deliver new products quickly to serve their customers through multiple brands and channels to market.

IAG did not have the resources and expertise needed to implement a transformation of this scale in-house. The organisation sought a partner that was as committed to IAG’s programme as it was.

The Datacom Difference

IAG engaged Datacom to help it transform, primarily through providing application development services at scale. 

The partnership commenced in November 2014. Within 18 months Datacom had 40 people and six full-time teams working within IAG. These people and their broad and extensive software skills and knowledge were essential to IAG’s ability to achieve the step-change required.

The partnership offers a powerful balance between continuity of specialist skills and institutional knowledge, and the flexibility for IAG to change the number and mix of people to match its evolving business needs. In the spirit of genuine partnership, IAG participates in Datacom’s innovation and capability-building initiatives like Datacomp and WIN as well as our annual BA Camp and Dev Camp.

As a result, IAG has been able to deliver innovative software projects rapidly, while improving satisfaction levels.


As a result, IAG has been able to deliver innovative software projects rapidly, while improving satisfaction levels;

  • Business partners connect via streamlined integrations, reducing time to market for new products and services. 

  • AMI and State customers enjoy a market leading digital experience thanks to enhanced self-service.


“Over the past 12 months, IAG New Zealand has increased technology investment by up to 50%. To accommodate such as significant step has meant a change in IAG NZ’s technology operating model. A key component has been the introduction of partners. Datacom was selected as it possessed the right cultural fit, diversity/flexibility of skill set and scale. Datacom’s expertise has been utilised on numerous initiatives such as online quote and buy, claim system replacements, and health and resilience.”

Bernard Seeto, Head of Solution Delivery