Insurance / Multiline insurance
Allianz: Agentic handling of food spoilage claims after storm power cuts
- Company
- Allianz
- Country
- Australia
- Adoption stage
- In operation
- Source published
- In use from
- Date basis
- The date the source was published. It can differ from the date adoption started.
- How the source was checked
- Read the full source text
The work problem
Allianz Australia faced a surge of food spoilage claims on home contents policies whenever a storm knocked out power. The company said that during natural catastrophe events its teams prioritise larger and more complex losses, so small and simple spoilage claims fall to the back of the queue. As a result, it said, a single claim could take four days or longer to process. A customer who had just thrown out everything in the fridge needed to shop again immediately, yet the payment arrived only days later.
Technology and data
Allianz put Project Nemo, built together by Allianz Technology and Allianz Services, into production in Australia in July 2025. The company describes it as the group's first integrated agentic AI solution. Seven agents run in sequence. A Planner agent receives the claim and distributes work to the others, a Cyber agent checks submitted documents for tampering, and a Coverage agent confirms that the policy includes spoilage cover. A Weather agent cross checks external weather and outage data to confirm that the address really lost power, a Fraud agent compares the claim against prior claims history, a Payout agent calculates the amount, and an Audit agent records the reasoning. The payment decision itself is never automated. A human claims professional reviews the assembled evidence and makes the final call. The scope is simple claims of up to 500 Australian dollars.
Results
Allianz said the approach cut the time from claim processing to settlement by 80%. What used to take four days or more now takes a day or a few hours, the company said. It added that the agent workflow completes in under five minutes before human review. The company said the solution went from concept to production in under 100 days. By handling thousands of simple claims in the back office, it said, claims professionals can spend their time on complex losses. It named travel delays, simple motor claims and property damage assessment as the next candidates.
Limits and open questions
The source does not say over what period or across how many claims the 80% reduction and the under five minutes figure were measured. It also does not separate whether the timing covers the full journey including human review or only the agent stage. The models and vendor technology used are not stated. The results cover only simple claims of up to 500 Australian dollars, so performance in other insurance lines is unconfirmed.
Sources
- When the storm clears, so should the claim queueallianz.com, Accessed
Compiled from public sources. These are not results from ATF Works customers.