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 22 2025 年刊與 2026 展望 YEARBOOK 2025 & PROSPECT 2026 Mr Kenny Siu Regional Director, Hong Kong & Asia Pacific The Chartered Insurance Institute AI and Insurance Intermediaries The Chartered Insurance Institute (CII) is a professional body dedicated to building public trust in the insurance and financial planning profession. We undertake the mission of building a world which delivers ever greater financial resilience for individuals and societies more broadly by supporting our members’ continuous development towards delivery of services to the highest professional and ethical standards that uphold a reputation which people value. With advanced technologies permeating into the ever-changing business environment, the impact of artificial intelligence (AI) on people’s daily lives has been considerably significant as the growing us of AI appears to have become the rituals that guide people’s day-to-day activities in both private and work domains. Studies conducted in 2025 also revealed that the adoption of generative AI in Hong Kong’s financial services was rising, with productivity and operational efficiency enhancement being the established aim for companies in the said sector. As a consequence of companies’ growing consciousness of the tangible value that services and products featuring fulfilment of customer -centr i c i ty can offer, use of AI enabling analytics and predictions to gain r i cher understanding of consumer behaviours to develop adaptable service platforms and personalised solutions covering consumer groups of diverse backgrounds and demographics has stood out as a form of competitive advantage. In the fast-moving digital era where people expect seamless communication and enlarged autonomy in handling their investment activities at their fingertips, businesses in the financial services sector are more likely to adopt AI as the means of delivering customer values and sustaining competitive edges for continuous business development. For professionals working in the insurance sector, the ability of commanding science-based systems like AI to deliver data- driven analyses and rationale-backed advice emerges as one of the critical success factors for soliciting clients’ trust and confidence. For insurance intermediaries, who play a pivotal role in helping clients to connect the dots between insurance plans and individual needs, their ability to effectively leverage AI tools and communicate the benefits to clients may help amplify their chance of building client relationship and earning approval of trust through methodical translation of client needs into discernable values. While the technical aspect linked with data analyses and process efficiency enabled by AI has increasingly constituted part of client expectations in the AI era, the human aspect necessitating interactive communications to permit bespoke responses must not be