KGI Life Insurance has won the award for Outstanding Digital CX Transformation in Insurance - Taiwan at the 2026 Digital CX Awards, organized by the international publication The Digital Banker. Selected from a global field on the strength of its digital leap and data-driven strategy, KGI Life is the only Taiwan insurer to receive the award this year, at a time when digital transformation has become a key measure of competitiveness in financial services.
The awards evaluate omnichannel service integration, data application, digital innovation, and the use of AI. KGI Life is building an ecosystem of human-machine collaboration in which technology connects employees with customers and strengthens professional value, applying a 4C strategy of Connection, Comfort, Convenience, and Continuity at every service touchpoint.
Under Connection, an operational knowledge engine spanning underwriting, claims, policy administration, and sales brings internal rules together in one place, helping frontline staff identify key decision points and respond faster and more accurately. Under Comfort, the company practices fair customer treatment and age-friendly finance: a recording assistance system reads out and explains application questions for senior customers, keeping the process compliant while making it easier and more reassuring to complete.
Convenience and Continuity extend to both customers and staff. The smart assistant "KGI A-Fu" helps customers complete policy inquiries and service requests quickly, while the internal IDEA smart staff system produces job descriptions and automatic meeting summaries to improve collaboration across units. In underwriting, OCR technology extracts key information from medical documents, and an image-recognition model verifies consent to insure, reducing manual error and shortening the time to policy issuance so that service remains seamless across scenarios.
With people at the center of insurance service, KGI Life will continue to expand AI and data applications in key operations and customer interactions, delivering an experience that is efficient, reassuring, and warm.