Suncorp transforms work, employee, and customer experiences with Copilot+ PCs

When extreme weather events or accidents disrupt lives, millions of people across Australia and New Zealand rely on Suncorp for support. The company is one of the region’s largest general insurers, with well-known brands that provide automobile, home, and commercial coverage in both countries. 

Suncorp’s scale and history brought strength, and its commitment to simplify its technology environment was focused on improving customer experience by equipping its employees with the tools to find information at pace. Determined to improve, Suncorp began a transformation centered on resilience, security, and innovation, focused on building a modern foundation that supports agility in a fast-changing insurance market.

Elevating infrastructure, devices, and intelligence

With growing demand to support hybrid ways of working, Suncorp has recently completed its Windows 11 implementation, giving employees a consistent, highly-secure platform to work from anywhere. That foundation paved the way for Copilot+ PCs, a new class of Windows 11 devices built to handle advanced AI workloads locally through neural processing units (NPUs). 

With security and data protection remaining top priorities, keeping baselines current and making updates simple using Microsoft Intune plays an important role. Charles Pizzato, Executive General Manager of Technology Infrastructure at Suncorp, explains that the upgrade was pivotal. “Windows 11 balances the tension between user experience and security. It’s unlocked a new wave in how we approach patching updates and security controls, and it’s a seamless experience whether you’re on a cloud-native device or virtual environment.”

The new devices make it easier for teams to work fluidly across applications, using on-device AI to speed everyday tasks while better protecting sensitive data. “I’m really excited about having my Copilot+ PC device because I’m constantly context-shifting. The ability to use improved Windows Search to find information across my device, and having a full day of battery life, has made a massive difference to my role,” says Victoria Redmond, Manager Technology & Operations Enablement at Suncorp.

Bringing AI into everyday work

As part of its broader modernization effort, Suncorp is now using Microsoft 365 Copilot to bring AI directly into everyday workflows. Staff use it to summarize meetings, draft documents, and manage email more efficiently, while developers rely on GitHub Copilot to accelerate code delivery. Peter Williams, Principal Architect for End User Platforms at Suncorp, says the shift is already paying off. “We’ve deployed Copilot to thousands of people, and demand continues to grow. Users are experiencing a significant improvement to their productivity with access to a true digital assistant that connects large portions of internal data.”

Together, these changes are creating a more unified ecosystem across the organization. Every employee now works within the same secured Windows environment, whether in the office, at home, or in the field. That consistency has simplified IT management, strengthened security, and helped Suncorp move faster as one connected enterprise.

As Suncorp moves forward, the combination of Copilot+ PCs and Copilot is helping the company build a highly secure, AI-ready foundation across its workforce. That foundation is now shaping how employees work and setting the stage for measurable impact in the months ahead.

Evolving from deployment to innovation

Suncorp’s modernization is transforming how people work and what they can achieve each day. With Windows 11, Copilot+ PCs, and Copilot, employees work effectively, stay well protected, and can be productive wherever they are. Redmond says the momentum is tangible. “The sky’s the limit. All these tools help to unlock productivity for all of our employees.”

That transformation now spans the business, with thousands using Copilot and more Copilot+ PCs coming online. IT teams manage updates and applications more efficiently, creating a safeguarded foundation for innovation. Pizzato says the shift changed how IT operates. “We’ve eliminated much of the friction that used to come with managing devices and updates. That gives us time to focus on what’s next.”

Responsible innovation guides this progress. Many of Suncorp’s AI solutions run on Azure OpenAI in Foundry Models and are orchestrated through SunGPT, the company’s internal platform for model governance and scalability. This commitment was recently recognized with the Financial Review AI Award 2025 for Ethics and Responsibility. The award honors Suncorp’s Single View of Claim application, a generative AI tool built on SunGPT that summarizes complex documents and recommends next steps to accelerate claims resolution. Pizzato says working with Microsoft has given the company confidence to keep evolving. “Partnering with organizations like Microsoft allows us to provide our employees with the best end user and collaboration technologies, which ultimately allow them to be more effective in serving our customers.”

With a modern foundation in place, Suncorp is shifting its focus from deployment to continual improvement while using insights from SunGPT to guide future investments. The company is also reinforcing its resilience by ensuring data remains protected and operations stay compliant as technology advances. Williams says the company’s direction is clear. “With Copilot+ PCs, we’re positioned to serve our customers and be the leading insurer in Australia and New Zealand, with AI as a key pillar of our architecture.”

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