Year 2026 - AI and Insurance Intermediaries 人工智能時代下的保險中介轉型之路

專題探討 FEATURE 20 2025 年刊與 2026 展望 YEARBOOK 2025 & PROSPECT 2026 Dr. Tony Lee Ambassador of ANZIIF and Chairman of ANZIIF Hong Kong Advisory Board About ANZIIF The Australian and New Zealand Institute of Insurance and Finance (ANZIIF) is the oldest insurance association in the world, established more than 130 years ago. As the leading membership and education organisation for insurance and financial services in the Asia– Pacific region, ANZIIF supports over 17,000 members across 50 countries around 20% of whom are based in Asia. Our vision is to be the premier platform for developing and recognising professionalism in insurance and finance. AI in Hong Kong’s Insurance Intermediary Landscape Artificial intelligence is rapidly transforming how insurance intermediaries in Hong Kong operate, enhancing customer servicing, underwr i t i ng suppor t , comp l i ance, and distribution activities. In a dense and fast- paced market, intermediaries can leverage AI to streamline appointment scheduling, triage enquiries, and provide instant, consistent responses through multilingual chatbots capable of communicating in Cantonese, English, and Mandarin. These tools improve efficiency and service quality, especially for routine policy servicing tasks such as explaining coverage terms, sending premium reminders, and tracking claim status. In the advice and sales process, AI-powered analytics allow intermediaries to interpret large volumes of customer data such as lifestyle information, spending patterns, and risk profiling responses to help identify suitable product recommendations. However, professional judge ment remains irreplaceable. Intermediaries play an essential role in explaining product suitability, clarifying exclusions, and guiding clients on long term financial implications. Within underwriting and operations, AI also enhances fraud detection by identifying irregular documents, anomalies in claims beha v i ou r, o r s u s p i c i ou s t r an s a c t i on patterns. Furthermore, AI-driven document summarisation and workflow automation significantly reduce turnaround times for policy servicing and claims administration. Responsible Adoption and Key Considerations While the benefits are substantial, intermediaries must also take a proactive approach to managing the r i sks assoc iated wi th AI . Key considerations include safeguarding data privacy, mitigating algorithmic bias, strengthening cybersecurity resilience, and ensuring that AI-generated outputs remain explainable to customers. Respons ible adoption aligned with Hong Kong’s regulatory expectations will be critical to maintaining AI and Insurance Intermediaries in Hong Kong