Insurance Australia Group (IAG) – the parent company of NRMA Insurance, CGU, WFI, and ROLLiN’ – has launched a pilot project using satellite internet to maintain field connectivity during major weather emergencies.
Partnering with telecommunications provider Optus, IAG is trialling Starlink micro terminals to support insurance operations in areas hit by natural disasters.
The satellite terminals, designed for mobility and ease of transport, are approximately the size of a briefcase and can be deployed in locations without electricity or telecommunications infrastructure. They allow internet access via satellite, 4G, or 5G networks, depending on availability.
Scott Lindsay, executive manager of property claims fulfilment at NRMA Insurance, said the initiative aims to ensure field teams can remain connected when visiting communities affected by natural disasters.
“The aftermath of a natural disaster is a difficult and distressing time. Being cut off from essential services in the days and sometimes weeks after a natural disaster is incredibly difficult and can really slow people’s recovery and their ability to get back on their feet quickly,” he said.
He noted that the ability to file claims and process repairs in real time is dependent on stable connectivity.
“Our assessors submit their damage reports into the claims system in real-time, often from onsite at people’s homes so they can be actioned immediately by emergency repair and builder networks. But that’s only possible with reliable internet coverage for our people in the field,” Lindsay said.
According to Optus vice president of enterprise product Marcus Grimes, the micro terminals support voice-over-Wi-Fi and data services through a network-switching system that adapts to the strongest available signal.
“The connectivity is fed through a wireless WAN solution that seamlessly switches between 4G, 5G, and satellite networks, offering intelligent connectivity and network agnosticism. The solution allows IAG’s teams in the field to make voice calls over Wi-Fi and file reports on the go meaning they can respond quicker,” he said.
The technology has already been put to use during the response to ex-Tropical Cyclone Alfred. IAG deployed the micro terminals across its mobile claims units and vehicles in Queensland and northern New South Wales.
The insurer reported that hundreds of customers accessed services through these mobile centres, which provided internet, device charging, and claims support. Staff also facilitated access to temporary accommodation and financial assistance on site.
In addition to using the technology, IAG sent assessment teams into the field as soon as conditions allowed.
Luke Gallagher, executive general manager for claims at NRMA Insurance, said staff and contractors worked across impacted regions to carry out make-safe repairs and assess damage.
To provide further in-person assistance, IAG set up 10 temporary claims centres across the impacted regions, including three mobile hubs.
