Insurers should prioritise ensuring customer peace of mind by maintaining confidentiality and strictly protecting customer privacy, as part of their governance, according to Thai Life Insurance Association President Nusra Banyatpiyapoj.
Speaking during a lecture at the ASEAN Life Insurance Leadership Programme 2026, she said that the other three components of good governance were:
- Complying with regulations, focussing on transparency and accountability, ensuring compliance with PDPA and following guidelines from regulatory agencies.
- Keeping a human in the loop. Always ensure humans handle the final stages of customer service, especially in areas requiring empathy and sensitivity that AI cannot yet adequately address.
- Ensure there is a mechanism is in place to double-check the data in conjunction with AI to ensure the highest level of accuracy.
Over the course of the lecture, Ms Nusra also shared approaches to managing an organisation driven by change, focussing on fostering a strong corporate culture, embracing diversity to create new innovations and developing personnel resilience to meet the challenges of the global life insurance business.
Empowering people before improving systems
According to Ms Nusra, the main roles of modern leaders include what she called “execution partnership”, and encouraging employees to truly understand the goals and methods of work.
“The best technological systems perform at their best only in the hands of those who are prepared and understand them,” she said.
“Therefore, the leader’s role is to develop and prepare personnel to their full potential, so that the invested technology is worthwhile and provides maximum benefit to the organisation and its customers.”
Life insurance has a heart that technology can never replace
Ms Nusra also said in her lecture, “No matter how sophisticated technology becomes, the life insurance business thrives on ‘feelings’ and ‘trust’.
“AI may enhance our efficiency and speed, but the ‘human touch’ and empathy are invaluable assets in an industry that exists to care for and protect people’s lives.”