The Office of the Insurance Commission (OIC), Thailand’s insurance regulator, has released the “AI Governance Guidelines 2025” to provide a regulatory framework for the use of artificial intelligence in the insurance sector.
The guidelines aim to balance consumer protection with innovation, ensuring that AI applications are responsible, transparent, and secure. Developed under the principle of “risk-based proportionality,” they allow insurers to assess the risk level of their AI technologies and implement them according to their specific risk profiles.
The framework is built around four key principles:
- Clear Management and Oversight – Roles, duties, and responsibilities of all personnel must be clearly defined. Staff at all levels should be trained in AI ethics and risk management to ensure transparency, accountability, and responsible technology use.
- Robustness and Security – Measures must be in place to prevent errors and mitigate cyber threats throughout the AI system’s lifecycle, including secure design, event logging, data backup, and recovery, ensuring stability and safety.
- Transparency – Insurers must be able to explain AI-driven decisions, particularly where they affect consumer benefits. Systems should be understandable, auditable, and build trust among consumers and stakeholders.
- Consumer Protection – AI must not hinder access to insurance services. Insurers must reduce data biases that could cause unfair discrimination and provide mechanisms for consumers to request explanations or human review of AI decisions.
The OIC also stressed the importance of a “human in the loop” for high-risk activities, such as underwriting, premium setting, claims management, and policy benefits, ensuring that critical decisions remain supervised by humans.
The guidelines emphasise that insurers should carefully consider where human oversight is required to maintain fairness, accountability, and trust in AI applications.