MANILA, Philippines, May 12, 2026 – AIA Philippines is integrating artificial intelligence into training with the launch of “AI Roleplay,” a new AI-powered training platform designed to help its agency force, AIA Life Planners, simulate real-life customer conversations, strengthen communication skills, and better handle client concerns as customer financial needs become more complex.

Integrated into the company’s Master Planner platform, AIA’s integrated digital ecosystem for end‑to‑end advisory journey, AI Roleplay enables Life Planners to engage in simulated conversations based on different customer personas and life situations, from parents managing household expenses to customers hesitant about affordability and long-term insurance commitments. The platform also provides real-time feedback on areas such as objection handling, emotional engagement, communication fluency, and insurance knowledge.

The initiative comes as insurers worldwide explore how AI can improve customer engagement, agent readiness, and training efficiency, while addressing one of the industry’s longstanding challenges: preparing new agents for high-stakes, deeply personal customer conversations.

Many new agents struggle to gain enough real-world practice before engaging customers, while traditional training materials can take months to develop. The company said the new platform aims to provide a more dynamic and accessible learning environment that mirrors how conversations happen in real life.

AIA Philippines sees AI as a tool that can strengthen—not replace—the human side of helping customers navigate financial protection decisions.

“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,” said Melita Teo, President and Chief Executive Officer, AIA Philippines. “Technology should help Life Planners become better listeners, more empathetic communicators, and more confident in addressing real customer concerns.”

Teo added that while product knowledge remains important, meaningful customer conversations increasingly require emotional intelligence and the ability to navigate unpredictable interactions.

“Every customer conversation is different,” Teo added. “Agents need to be prepared not just with product knowledge, but with the confidence to respond thoughtfully in the moment. AI Roleplay gives them a space to practice, improve, and learn through experience before meeting actual clients.”

AIA has rolled out its AI Roleplay platform nationwide, supporting English, Tagalog, and ‘Taglish’ (a portmanteau of Tagalog and English), marking one of the company’s recent digital transformation milestones. Taglish AI language models remain uncommon in the industry, and AIA’s deliberate investment in this capability underscores its commitment to meaningful localization and contextualization. By designing AI that reflects how Filipinos naturally communicate, AIA moves beyond traditional technology adoption toward culturally relevant innovation. 

The platform was initially introduced through a pilot group composed of new AIA Life Planners, recruiting leaders, top‑performing Life Planners, and agency leaders, before expanding nationwide. Future enhancements are expected to further deepen localized conversational capabilities, reinforcing AIA’s leadership in building AI solutions grounded in Philippine language and culture.

AIA Philippines said the platform is part of its broader digital transformation efforts and continuing investment in advisor development, aimed at making training more personalized, scalable, and accessible, while expanding the use of AI-powered platforms to streamline underwriting, enhance advisor support, and improve customer engagement across different stages of the customer journey.

“For AI to make a difference, it has to help people in meaningful ways,” Teo said. “What we want is to help Life Planners build stronger relationships with customers, have more relevant conversations, and ultimately guide more Filipinos toward better protection and financial security.”

AI Roleplay is designed to support AIA Life Planners across multiple sales and recruitment scenarios, allowing them to access coaching simulations anytime through their mobile devices and receive immediate feedback after every session. The platform effectively gives Life Planners access to a 24/7 digital mentor for real-world customer interactions.

For more information about AIA’s products and services, or to talk to an AIA Life Planner, visit www.aia.com.ph 

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About AIA Philippines
AIA Philippines (AIA Philippines Life and General Insurance Company Inc.) formerly AIA Philam Life (The Philippine American Life and General Insurance Company), is the country’s premier life insurance company. Originally established on 21 June 1947 and became popularly known as Philam Life, AIA Philippines has earned the trust of customers for its financial strength, strong brand name, and ability to deliver on its promises. 

AIA Philippines has PHP 257.76 billion in total assets and PHP 57.35 billion in net worth as of 31 December 2024 while serving nearly 1.2 million individual policyholders and nearly 800,000 insured group members. AIA Philippines understands the needs of its customers and provides holistic solutions that include life protection, health insurance, savings, education, retirement, investment, group, and credit life insurance. It also offers bancassurance through its subsidiary, BPI AIA Life Assurance Corporation (formerly BPI-Philam Life Assurance Corporation). 

Based on the unaudited reports submitted to the Insurance Commission as of 31 December 2024, the combined total premium income of AIA Philippines and BPI AIA was at PHP 29.77 billion. AIA Philippines is a member of AIA Group Limited, the largest independent publicly listed pan-Asian life insurance group. 

AIA PH and BPI AIA are regulated by the Insurance Commission.

About AIA

AIA Group Limited and its subsidiaries (collectively “AIA” or the “Group”) comprise the largest independent publicly listed pan-Asian life insurance group. It has a presence in 18 markets – wholly-owned branches and subsidiaries in Mainland China, Hong Kong SAR(1), Thailand, Singapore, Malaysia, Australia, Cambodia, Indonesia, Myanmar, New Zealand, the Philippines, South Korea, Sri Lanka, Taiwan (China), Vietnam, Brunei and Macau SAR(2), and a 49 per cent joint venture in India. In addition, AIA has a 24.99 per cent shareholding in China Post Life Insurance Co., Ltd.

The business that is now AIA was first established in Shanghai more than a century ago in 1919. It is a market leader in Asia (ex-Japan) based on life insurance premiums and holds leading positions across the majority of its markets. It had total assets of US$345 billion as of 31 December 2025.

AIA meets the long-term savings and protection needs of individuals by offering a range of products and services including life insurance, accident and health insurance and savings plans. The Group also provides employee benefits, credit life and pension services to corporate clients. Through an extensive network of agents, partners and employees across Asia, AIA serves the holders of more than 44 million individual policies and over 16 million participating members of group insurance schemes.

AIA Group Limited is listed on the Main Board of The Stock Exchange of Hong Kong Limited under the stock codes “1299” for HKD counter and “81299” for RMB counter with American Depositary Receipts (Level 1) traded on the over-the-counter market under the ticker symbol “AAGIY”.

Notes:
⁽¹⁾Hong Kong SAR refers to the Hong Kong Special Administrative Region.
⁽²⁾ Macau SAR refers to the Macau Special Administrative Region.