Jacqueline Rush has been appointed by IAG to “revolutionise” its complaints system using new technology. 

In a newly created EM Customer Relations, Regulatory and Transformation role, Ms Rush will oversee improvement of the complaints experience with the use of digital capabilities such as Artificial Intelligence (AI). 

Melbourne-based Ms Rush was formerly Head of Complaint Transformation at ANZ, Senior Policy Adviser, Internal Dispute Resolution at the Australian Securities and Investments Commission (ASIC), and Systemic Issues Manager at NAB. 

IAG Chief Customer and Marketing Officer Michelle Klein says “revolutionising” the entire complaint system with use of data, technology and AI will set the insurer up for success. 

“Her appointment is the first step in supporting the delivery of complaints handling transformational change,” Ms Klein said.