Insignia Financial selects Google Cloud to speed AI adoption and modernize member experiences

Insignia Financial selects Google Cloud to accelerate AI adoption and modernise digital infrastructure

Sydney, Australia - Insignia Financial, one of Australia's largest wealth managers and owner of MLC Australia, is moving deeper into AI with Google Cloud. The focus: smarter personalisation for 1.5 million members and faster, more coordinated support across channels.

For customer support teams, this means AI agents built with Vertex AI, unified data through BigQuery, and a modern infrastructure that cuts complexity so teams can spend more time helping customers and less time wrestling systems.

Why this matters for customer support

• AI assistance for frontline teams: context-aware suggestions, summarisation, and workflows that reduce handle times and callbacks.
• Personalised interactions: member data stitched together via BigQuery to surface the right next step for each life stage and financial need.
• Stronger reliability: VMware environments consolidated onto Google Cloud to simplify operations and reduce outages and manual fixes.
• Team upskilling: Google Cloud Skills Boost to build practical data and AI capability across support and service operations.

What's on the roadmap

• Enterprise-ready AI agents to assist support teams with speed, coordination, and precision across MLC superannuation member experiences.
• A unified Data and Insights platform on BigQuery to drive smarter routing, case context, and proactive outreach.
• Migration of on-site data centre tenancies to Google Cloud for more agile service delivery and lower operating costs.
• Structured training to build durable skills and keep teams current as AI features expand.

What changes for members

• Faster answers with fewer transfers, backed by complete account context.
• Experiences that reflect each member's financial goals and life stage.
• Consistent service across channels with minimal disruption during the transition.

Leaders' perspective

Damien O'Donnell, Chief Technology Officer, Insignia Financial: "Our expanded use of Google Cloud demonstrates Insignia Financial's ongoing focus on AI adoption and strategic innovation. This collaboration enables us to be more efficient, leveraging our data and intellectual property to deliver better outcomes for clients."

O'Donnell on operations and cost: "Google Cloud's agentic AI capabilities, supported by our seamless data layer made possible with BigQuery, will empower our customer service teams to make high-touch, highly-personalized experiences accessible to every member. At the same time, consolidating our previous VMware environments from three data center tenancies onto Google Cloud will dramatically reduce our on-premise footprint and its associated costs, with minimal disruption to applications and services-allowing us to focus even more on the crucial work of enhancing our member experience with assurance that our data is as secure and seamless to manage as possible."

Renee Howie, Chief Customer Officer, Insignia Financial: "As we integrate AI across our business, it is reshaping how we deliver exceptional customer experiences and innovative solutions for the more than 1.5 million Australians we serve. From enhancing adviser productivity to designing personalized, data-driven journeys for our members, AI is helping our customers make confident, informed decisions with ease."

Paul Migliorini, Vice President, Google Cloud A/NZ: "Insignia Financial's approach to modernizing its infrastructure demonstrates discipline in cost control and in establishing the foundations needed to translate AI into meaningful customer value at speed."

Operational upside for support leaders

• Lower handling time: AI pre-fills context, suggests actions, and reduces after-call work.
• Higher first-contact resolution: unified data gives agents the full picture without switching systems.
• Quality at scale: consistent responses, summaries, and follow-ups, with human oversight where it counts.
• Compliance and security: centralised management and auditing with fewer manual processes.

Action plan you can apply now

• Start a pilot: pick one high-volume intent (billing, identity verification, claims) and deploy an AI assistant to assist agents, not replace them.
• Wire in the data: connect CRM, knowledge base, and policy docs to a single data layer; enforce role-based access from day one.
• Set guardrails: define escalation rules, human-in-the-loop checkpoints, and clear ownership for model updates.
• Train the team: short, role-specific lessons on prompt craft, verification, and handling AI-assisted workflows.
• Measure what matters: track AHT, FCR, CSAT, containment rates, and recontact-adjust weekly.

Want practical, role-based learning for support teams? Explore curated AI courses by job role at Complete AI Training.

Efficiency and security gains from infrastructure modernisation

Insignia Financial expects the migration to reduce complexity and manual effort in maintaining critical applications. It also strengthens cybersecurity and compliance while keeping applications and services running with minimal disruption.

Tighter integration with its BigQuery data lake sets the stage for AI at scale, so improvements made in data and models show up directly in agent workflows and customer outcomes.

Learn more

For an overview of Google Cloud's AI platform used to build enterprise AI agents, see Vertex AI.

About Insignia Financial

With origins dating back to 1846, Insignia Financial is a leading Australian wealth manager providing financial advice, superannuation, wrap platforms, and asset management services to members, advisers, and corporate employers.

About Google Cloud

Google Cloud provides AI, infrastructure, developer, data, security, and collaboration tools built for present and future needs. Its integrated AI stack spans models, development platforms, and AI-enabled applications on planet-scale infrastructure.