FPT Recommends a Practical AI Roadmap for the Insurance Industry: Building Technology Sovereignty and an AI Workforce

Mr. Le Tan Can, Deputy Minister of Finance, and Mr. Ngo Viet Trung, Director General of the Insurance Supervisory Authority under the Ministry of Finance, visit FPT's exhibition booth.

At the Vietnam Insurance Summit 2026, FPT experts shared their perspectives on how insurers can prepare for the AI era by gradually strengthening technology sovereignty, building robust digital foundations, and developing an AI workforce that complements human expertise across insurance operations.

Held on July 31 in Da Nang, the summit brought together more than 600 delegates, including executives from life and non-life insurance companies, industry experts, and policymakers.

During the event, FPT representatives presented practical approaches to AI adoption in the insurance sector, focusing on two strategic priorities: enhancing technology self-reliance and integrating AI assistants into day-to-day business operations.

Building Greater Technology Sovereignty

According to Mr. Tran Hong Hai, Director of the Insurance Technology and Services Center at FPT IS, insurance is a highly specialized industry. Insurers must comply with international technology standards to improve interoperability while also meeting the legal, cultural, and business requirements of individual markets.

Mr. Hai noted that common standards play an essential role in enabling system integration, data sharing, and greater transparency across the insurance ecosystem. However, adopting international standards does not mean insurers should become fully dependent on external technology platforms. "Technology sovereignty does not mean building a closed ecosystem or isolating yourself from the global technology landscape. What matters is having control over your data, infrastructure, and the ability to progressively develop your own core technological capabilities," he said.

He suggested that insurance companies should strengthen three interconnected capability layers simultaneously:

• Data;
• Technology infrastructure; and
• Technology talent.

This approach allows insurers to leverage global technological advancements while maintaining greater control over cybersecurity, operational resilience, and vendor dependency.

Mr. Tran Hong Hai, Director of the Insurance Technology and Services Center at FPT IS, speaks at the summit.

Over the years, FPT has consulted on and implemented numerous technology platforms for insurance companies. The Group has also established the Insurance Technology and Services Center and developed solutions including an insurance core system, FPT.InsuranceX—an omnichannel insurance distribution platform—digital claims processing services, and AI-powered tools for claims handling.

These solutions are designed to help insurers build secure, scalable, and interoperable systems that can evolve with business needs, eliminating the need to replace entire platforms whenever new products or business processes are introduced.

Bringing AI into the Operations Behind Every Insurance Policy

Beyond technology infrastructure, the effectiveness of AI depends largely on selecting the right business processes for automation.

During the panel discussion "Building an AI-Powered, Customer-Centric Ecosystem," Ms. Nguyen Minh Nguyen Thanh, Business Director of Akabot, FPT Corporation, posed a thought-provoking question: "If your company doubled the number of policies sold tomorrow, would your operations team actually be happy?"

Ms. Nguyen Minh Nguyen Thanh, Business Director of Akabot, participates in the panel discussion.

She explained that behind every insurance policy lies a significant amount of operational work—including receiving applications, verifying supporting documents, processing emails, entering data, and reconciling information. As policy volumes increase, so does the workload for operations teams.

For this reason, insurers should not limit AI adoption to sales and customer service. Back-office processes—which typically involve high volumes of repetitive, rule-based tasks—offer some of the greatest opportunities for automation.

Akabot has already been deployed in selected business functions at insurers including Bao Viet Life, PJICO, and Prudential. The initial use cases primarily focus on repetitive, rules-based processes that require handling large volumes of documents or data.

Drawing on these implementation experiences, Ms. Thanh introduced the concept of an "AI workforce," where software robots and AI Agents work alongside employees to perform selected tasks. These digital workers continue to operate under the design, governance, and supervision of business specialists.

Rather than replacing people, AI is intended to automate repetitive tasks, summarize information, and generate preliminary recommendations, allowing employees to focus on work that requires experience, judgment, and direct customer interaction.

To help organizations build AI assistants, the Akabot ecosystem has been developed around two key directions.

First, the platform enables businesses to create software robots and AI Agents with minimal coding. Users can describe business requirements in natural language, connect with generative AI models, and build virtual assistants capable of responding to requests, summarizing information, and evaluating content.

Second, FPT has developed a portfolio of domain-specific AI Agents for functions such as accounting, finance, customer service, and sales support. Packaging AI solutions around specific business scenarios enables organizations to shorten pilot cycles and more easily evaluate effectiveness before scaling deployment across additional departments.

Ms. Thanh emphasized that AI's effectiveness ultimately depends on the quality of an organization's core systems, data, and operational processes.

Although AI can process increasingly diverse forms of information, it still requires a strong technology foundation and clearly defined workflows. As a result, technology sovereignty and the development of an AI workforce should progress hand in hand.

Looking ahead, the key question for insurers may no longer be whether they have adopted AI, but rather:

• Which business functions AI supports;
• What measurable value it delivers; and
• How its decisions remain under human oversight.

Over the years, FPT has continuously invested in solutions tailored for the insurance industry, ranging from digital transformation consulting and core insurance platforms to intelligent automation, data platforms, and AI technologies.

The discussions at the Vietnam Insurance Summit 2026 highlighted a pragmatic approach to AI adoption: start with clearly defined business challenges, establish the right data and technology foundations, and then progressively expand AI deployment across the organization.

According to FPT representatives, achieving technology sovereignty does not necessarily require developing every system in-house. Instead, insurers should clearly identify which capabilities they must own and control, which technologies are best developed in partnership with trusted providers, and what governance mechanisms are needed to ensure the secure and responsible use of data.

When deployed on a solid digital foundation and combined with effective human oversight, AI can become a powerful enabler—helping insurance companies improve operational efficiency, enhance customer experience, and adapt more effectively to an evolving market.