Insider Spotlight
Integrated into the company’s Master Planner ecosystem, the platform allows AIA Life Planners to simulate real-world customer interactions involving different financial situations and concerns, including affordability, long-term insurance commitments, and household budgeting.
The system also provides immediate feedback on emotional engagement, objection handling, communication fluency, and insurance knowledge.
The launch comes as insurers globally explore how AI can improve agent readiness and customer engagement while reducing the time needed to train new advisors.
Why it matters
Insurance firms have long struggled with preparing agents for sensitive and highly personal conversations with customers.
Traditional training programs can take months to build and often lack opportunities for realistic practice scenarios.
In a press statement, AIA Philippines president and chief executive officer Melita Teo said the company sees AI as a tool to strengthen, rather than replace, the human side of financial advising.
“Insurance has always been deeply personal. Behind every conversation is someone thinking about their family, their future, and the financial decisions that matter most to them,” Teo said.
“Technology should help Life Planners become better listeners, more empathetic communicators, and more confident in addressing real customer concerns.”
Teo added that advisors today need more than product knowledge to succeed.
“Every customer conversation is different,” she said. “Agents need to be prepared not just with product knowledge, but with the confidence to respond thoughtfully in the moment.”
The bigger picture
AIA said the platform supports English, Tagalog, and Taglish conversations, an uncommon capability in AI language models that reflects the insurer’s focus on localization and culturally relevant customer interactions.
The platform was first tested among new Life Planners, agency leaders, recruiters, and top-performing advisors before expanding nationwide.
AIA Philippines said AI Roleplay forms part of its broader strategy to make advisor training more scalable, personalized, and accessible while expanding AI-driven tools across underwriting, customer engagement, and advisor support functions. —Vanessa Hidalgo | Ed: Corrie S. Narisma
