A wake-up call for the industry
What insurers can learn from Southeast Asia
27.07.2025
Learning from Southeast Asia
Under the sun of Southeast Asia, there’s more to discover than idyllic islands and culinary highlights – the region also offers valuable insights, especially when it comes to the use of artificial intelligence (AI) in the insurance industry.
In a highly readable guest article for VWheute, Dr. Dirk Schmidt-Gallas and Tobias Schulz from the consulting firm Simon-Kucher present concrete examples from Southeast Asia that show how AI can generate real value.
Automation as a Success Factor
While many insurers in Germany remain in the conception or pilot phase when it comes to AI, companies like AIA Group have already fully automated key claims processes in markets such as Thailand and Singapore. As a result, straight-through processing rates have increased significantly – with measurable success: average claims handling times are now down to just four business days. By comparison, several weeks are still the norm in Germany.
It’s no surprise, then, that criticism of long processing times is growing – as reflected in the current AssCompact study Claims Regulation TRENDS II/2025: Claims Handling in Personal Lines. Many insurers are currently struggling with backlogs, frustrating their customers – at a time when efficiency and service quality have long become key competitive advantages.
The use of AI in Southeast Asia is certainly influenced by cultural factors. But that should not stop German insurers from looking to developments in the region as a benchmark. A digitally savvy generation is growing here too – one that expects simple, transparent, and fast services. Not someday, but now.
That’s why the clear recommendation from Schmidt-Gallas and Schulz is so relevant:
“What German insurers should do now: invest instead of hesitate. To unlock potential, companies need clear ambitions, in-house AI expertise, and partnerships with strong technology providers – the time to act is now. […] AI is not an end in itself – but when applied correctly, it becomes a strategic lever across the entire value chain. The insurance industry in Southeast Asia demonstrates what’s possible when technology is viewed not just as a cost, but as an opportunity.”
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