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Bupa Arabia Health Insurance: Redefining the Policyholder Dynamic

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15 March 2022

Winner of a Model Insurer 2022 Award for Customer Experience Transformation

Abstract

Bupa Arabia is a leading healthcare insurance company in Saudi Arabia that aims to help people live longer, healthier, happier lives and make a better world. Traditionally, they offered their members a holistic experience and innovative services where members would engage with Bupa Arabia’s services through proactive and conventional channels. In 2018, Bupa Arabia embarked on a large-scale Digital Transformation strategy to achieve a paradigm shift on how they serve their customers. They designed a framework with four pillars: Customer Experience, Efficiency & Automation, Provider Integration Platforms, and Big Data & AI.

Bupa Arabia’s experience in developing a comprehensive mobile application is a helpful case study on the approach that insurance companies can take to design, develop, and deploy a robust application that redefines the traditional insurer-policyholder relationship. Insurers can learn how to effectively launch groundbreaking initiatives that improve customer satisfaction.