AI may change insurance, but people remain central

(June 2026) Insurance companies are under pressure to improve customer experience while managing increasingly complex products and regulatory requirements.

AI offers new ways to meet those challenges. For Ken Lau, Managing Director of Greater China and Hong Kong and Hong Kong Chief Executive Officer at FWD Group, the opportunity extends across the entire customer journey, from onboarding and underwriting to claims and customer service.

But Lau believes the role of AI will vary depending on the product and the customer. More sophisticated investment products will continue to require human expertise. In those cases, Lau sees AI acting as a co-pilot, helping advisors work more efficiently rather than replacing them.

In a Transform Talks interview, Lau discusses how FWD is using AI to expand access to insurance, improve operational efficiency, and gain deeper insight into customer needs while keeping people at the center of important financial decisions.