The insurance regulator of Thailand, the Office of the Insurance Commission (OIC), has published the "AI Governance Guidelines 2025", which provides a regulating framework for the application of AI technology in the insurance sector.
The guidelines aim to strike a balance between consumer protection and innovation, and ensuring that AI application in the insurance segment is responsible, transparent and secure. The guidelines were designed under the principle of ‘risk-based proportionality’, in order to enable insurers to assess the risk level of their technologies and implement them based on their own risk profile.
The guidelines cover four principles:
- Clear management and oversight structure: Including the roles, duties and responsibilities of all involved, as well as promotion of knowledge regarding ethics and AI risk management for personnel at all levels to ensure that use of technology is transparent, verifiable and responsible.
- Robustness and security: The establishment of preventative measures against errors and cyber threats throughout the system’s lifecycle, from secure design, and event logging, to data backup and recovery, to ensure the system is secure, stable and safe.
- Transparency: The guidelines require insurers to be able to clearly explain the rationale, decision-making process, or outcomes of AI, particularly where they impact consumer benefits, so that AI systems build understanding and trust among consumers and stakeholders, and can be audited, as well.
- Consumer protection: Ensure the use of AI does not create barriers to accessing insurance services, reduce the risk of data bias that could lead to unfair discrimination and allow consumers to request explanations or human review of AI decisions.
The OIC also emphasised the human in the loop in the use of AI for high-risk activities, particularly those with direct impacts on policyholders, such as underwriting, premium determination, claims management and policy benefits.
The guidelines also stipulate that insurers should consider human involvement in decision-making or operations.