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[Spotlight] FWD sharpens execution across insurance operations

FWD Group’s Technology and Digital team has consolidated its technology, digital, and data capabilities to advance customer and distributor experiences across markets while strengthening governance over AI deployment.

In 2025, the team accelerated delivery, rolling out more than 320 AI models across underwriting, claims, and servicing. These deployments supported faster decision-making and more responsive customer interactions. A near-complete migration to cloud infrastructure, reaching 99%, alongside its core operations platform, Opus, established a scalable base for execution, while AI-powered lapse prevention models prioritise at-risk policies for proactive engagement and prevented the lapse of policies resulting in USD30 million of APE savings from policies at risk of surrender.

Operating within a highly regulated sector, the group has prioritised applied innovation over experimentation. Its participation in the Hong Kong Insurance Authority AI Cohort Programme provided a structured environment to test use cases, contribute industry insight and align emerging capabilities with supervisory expectations.

“Working alongside regulators and industry peers has helped us translate AI ambition into practical, compliant solutions that deliver real value to customers and the business,” said Ryan Kim, Group Chief Technology and Digital Officer of FWD Group.

“The team renewed their focus on earlier successes in AI and Generative AI, delivering over 300 active AI models in areas like underwriting, customer service and distributor productivity, across markets as of 2025”, he added.

The next phase centres on scaling these capabilities. The organisation aims to embed generative and agentic AI more deeply across customer journeys, agent enablement and internal decision-making, shifting from pilot initiatives to repeatable, governed deployment. The emphasis remains on measurable outcomes, freeing capacity for higher-value engagement while maintaining accountability and regulatory alignment as AI becomes embedded in insurance delivery.

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