The Korea Life Insurance Association (KLIA) is increasingly adopting AI into its operational areas, including consumer complaint handling and advertising reviews for member insurers.
KLIA is initiating three AI projects this year, and plans to extend this to 17 areas by 2027. The first rollout covers complaint management, advertising screening and internal regulations.
For complaints, the Association is using speech-to-text technology to transcribe conversations between consumers and insurance agents in real time. AI then sorts complaints by type and gives agents access to relevant response materials and related information during the process.
Advertising reviews are also moving partly into AI-assisted workflows. The system has been trained on KLIA’s advertising review rules and standards and performs an initial assessment of materials submitted by member companies. Staff still make the final decision, using the AI review as a reference rather than handing the process over to the system.
AI is also entering the Association’s internal work. Employees are able to ask questions in plain language and receive relevant regulations together with supporting provisions, reducing the need to search through internal rules manually.
Another project is planned before the end of the year. KLIA intends to develop an AI system for producing questions used in the insurance agent licensing exam, with controls for question variety and difficulty.
KLIA will expand AI to 17 projects in 2027 and the areas under consideration include legal reviews, disclosure-data verification, news clipping, hiring verification, translation of foreign materials, contract reviews and statistical checks.