AIG is making it easier for brokers and clients to do business with it


Claude Wade, AIG Executive Vice President, Chief Digital Officer, and Global Head of Operations, is leading strategies to reimagine brokers’ and clients’ digital experiences.

Before joining AIG, Claude Wade spent the bulk of his career leading transformations at some of the world’s biggest companies. Whether it was helping organizations integrate new and more efficient processes or tapping into new markets to grow revenue, Claude drove changes to improve the way many companies operate.

To be effective in these roles, Claude says he has drawn his most important business lessons from his time playing college and professional team sports.

“In my experience, playing team sports is a great predictor of corporate performance, and the ability and willingness to collaborate with colleagues,” Claude says.

“When you’re on a team, you think about the success of the team over your personal statistics. You think about the positions that everybody plays and how important each person is in contributing to the collective outcomes of the team.”

Claude applies such lessons at AIG, working closely with the organization’s top leaders and other stakeholders to make it easier, faster, and more seamless for clients, agents, and broker partners to do business with the company.

“My experience playing sports led me to think about selflessness – to really think about coordinating with my teammates and putting the team first.”

AIG accelerates its digital journey with the help of its trusted broker partners

Today, Claude and his team at AIG are unveiling a new digital experience on a refreshed, where initially select broker partners across North America can log into a reimagined myAIG digital portal. This improved user experience gives brokers access to richer information and tools aimed at empowering them to better support the needs of clients.

This launch marks a key first step in AIG’s ongoing digital transformation – and Claude is keen to continue the dialogue with our partners to improve their experience and to make it easier for them to do business with and navigate AIG.

“Brokers want ease, and they want value,” says Claude, who partnered with AIG’s key business leaders and a group of trusted broker partners to re-imagine myAIG.

“Brokers want us to make it easier for them to do business with us, and they want us to create incremental value for them during the moments that matter the most to them.”

Don Bailey, AIG’s Global Head of Distribution and Field Operations, adds:

“The features and capabilities are designed to meet our broker partners’ needs for critical client policy and account information, ease of access, and overall efficiency in policy submission and renewal and claims processing.”     

Empowering brokers with knowledge through a redesigned myAIG portal

Through the newly designed myAIG portal, brokers can drive more meaningful conversations with clients by benefitting from the platform’s key features, including:

  • A single digital front door into AIG. myAIG will serve as the central place for agents and brokers to access their Commercial client information, making AIG easier for them to navigate.
  • An improved user experience and login. The redesigned myAIG has many usability improvements that make it easier for brokers to securely log in to the portal, to access the tools they need, and to search and navigate for the information they need.  The login experience is much more seamless, with adaptive multi-factor authentication, easy self-service password reset, and access to AIG tools via a single sign on.  A universal search within myAIG enables brokers to quickly find policy, account, or other information relevant to their business.
  • A historic look at a client’s loss runs. The refreshed portal enables brokers to regularly generate reports that reveal a client’s losses with AIG – helping brokers gain a deeper understanding of their clients, including how prone they are to losses and how that impacts how much they can expect to pay in insurance premiums.
  • An Account View showing the client’s relationship with AIG. Brokers can evaluate the types of insurance products and policies their clients have with AIG across insurance lines. This information can also provide brokers with a clearer snapshot of a client’s coverage and gaps.
  • A system of tracking client activity. To help brokers get a better sense for when and how to engage with clients, the portal allows users to track a client’s status on activities related to insurance renewals, submissions, policies, audits, billing, and claims. For example, brokers can check if their client’s insurance policy is 150 days from expiration or learn more about the status of the policies in-force or expired.

“We’re building a strong foundation for innovating and accelerating our digital journey, Claude says. “We are eager to continue building our digital capabilities and delivering even greater value to our clients, agents and brokers.”

Looking ahead at AIG’s digital journey

AIG will be rolling out the newly designed myAIG to broker partners starting in North America by phases throughout 2023.  After it completes the roll out in North America, the myAIG platform will be tailored for AIG’s international markets and rolled out globally. 

Claude envisions a future in which AIG and the broader insurance industry can renew insurance policies with the support of brokers in a more seamless and automated way through technology.

He notes that today’s annual renewal process is cumbersome, since tax, payroll and other publicly available data needed for renewals are already available and accessible throughout the year.

“When the industry gets into renewal mode, you see huge amounts of paperwork and data exchanged between a number of organizations,” Claude adds. “Shifting from calendar-driven processes to continuous renewals where appropriate, through automated and routine data updates by having the right digital capabilities in place is the Holy Grail.”

The overarching challenge is getting insurance industry leaders to rethink the process, as well as shift their mindset from how they’ve engaged with brokers and clients in the past. 

Ultimately, Claude believes that a stronger partnership between AIG and its broker partners will help bridge the gap.

“Hitting any goal takes a lot of teamwork, and that’s one of our greatest strengths at AIG.” 

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Posted by IRL Editor


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