FWD Life Insurance Plc. (“FWD Insurance”) has partnered with Bangkok Dusit Medical Services Plc. (BDMS), combining FWD Insurance’s claims assessment expertise with hospital technology to launch the “Smart Discharge” project. The initiative is designed to enhance the inpatient health-claims journey end to end—from approval through to benefit payment—helping to reduce waiting times and enabling customers to go home sooner. The service is now available at 23 BDMS network hospitals nationwide.
From FWD Insurance’s customer care experience, the company has found that the “waiting period for claim approval before discharge” is when patients and families most want speed, as it directly affects recovery and overall expenses. This aligns with the trend of Thailand’s life insurance industry , which is increasingly focusing on improving customer experience through technology and system-wide data connectivity to deliver faster, smoother service.
According to the Thai Life Assurance Association , total life insurance premiums in 2025 reached 676,505 million baht, up 3.45% year on year. Health insurance grew by 11.7%, reflecting stronger consumer focus on protection, alongside rising expectations for service quality and greater flexibility in the claims process.
To meet these expectations, FWD Insurance and BDMS developed the “Smart Discharge” project using a customer-led approach. The initiative integrates FWD Insurance’s claims assessment capabilities with the “BURT” system, an artificial intelligence (AI) technology developed by the BDMS network. By systematically analysing clinical information and medical billing data, the system supports claims decisions that are accurate and transparent. It also helps claim teams allocate more time to complex cases, improving overall efficiency. The result is a faster discharge process for customers, with fewer paperwork steps and fewer approval-related procedures.
During the pilot phase, BURT’s assessments were consistent with FWD Insurance’s claims team decisions in all cases reviewed. Of the pilot cases, 79% were identified as suitable for inpatient admission, while 21% were classified as complex cases—the system was able to distinguish the categories accurately. This success strengthened confidence on both sides to expand “Smart Discharge” across all 23 BDMS network hospitals nationwide, supporting broader customer access and raising the long-term standard of Thailand’s health claims system.
For more information, please visit https://www.fwd.co.th/th/support/smart-discharge/ or contact the FWD Customer Service Center on Tel. 1351.