Tawuniya honoured at the Asian Experience Awards for redefining insurance through innovative digital solutions

The Saudi insurer clinched the Digital Experience of the Year - Financial Services.

Tawuniya has achieved a resounding victory at the prestigious Asian Experience Awards, where they were honoured with the Digital Experience of the Year - Financial Services award in recognition of their groundbreaking digital innovations that have revolutionised the insurance industry and improved customer service.

At the core of Tawuniya's strategy lies a focus on enhancing the digital interactions customers have with their services, ensuring that each interaction is seamless, personalised, and delightful. To realise their ambitious goal of digitising all services by 2025, Tawuniya embarked on an extensive journey of research and continuous development.

This journey provided them with profound insights into customer behaviours, encompassing both digital and offline interactions. They also closely monitored evolving trends across various customer segments and usage occasions, leading to the creation of a truly distinctive and customer-centric experience.

Tawuniya's ambition led to the development of their pioneering mobile app, which offers a comprehensive ecosystem designed to cover the entire customer journey, extending well beyond the insured period. This ecosystem facilitates the entire process of adopting a vehicle, including services such as issuing driving licenses, assisting with vehicle purchases or sales, offering leasing options, and providing exclusive benefits to active policyholders, such as roadside assistance and a streamlined end-to-end claims process.

Furthermore, Tawuniya introduced the innovative Tawuniya Drive programme, a telematics loyalty initiative designed to promote safer driving habits. This program welcomes both Tawuniya and non-Tawuniya customers, expanding its reach.

In the realm of Health & Life insurance, Tawuniya's app goes beyond traditional policy management. It empowers customers to enhance their overall wellness through a gamified exclusive program in partnership with Vitality. The app offers value-added services such as telemedicine, medication delivery, home child vaccination services, and a personalised interactive programme for the parenting journey and pregnancy.

Tawuniya's commitment to innovation extends to P&C - General Insurance, where they have streamlined the bail-bond process with an innovative OCR mechanism, eliminating the need for complex email exchanges or human collaboration.

Within just one year, these pioneering initiatives have yielded remarkable results, propelling Tawuniya to a prominent position in the industry. The adoption of their app has grown an astonishing 12-fold, elevating its rating from 1.9 to an impressive 4.4. Customer satisfaction with Tawuniya's digital channels has surged from below 1.6 to an exceptional 4+. Additionally, their sales force achieved a remarkable 10-fold increase in online revenue.

The health behavioural programme has also played a significant role, contributing to a notable 10% reduction in admission rates. Furthermore, their mobility behavioural programme has significantly reduced the likelihood of potential accidents by an impressive 30%.

These groundbreaking digital innovations have firmly established Tawuniya as the largest insurer in the Middle East and South Africa, solidifying their reputation as an industry leader.

Tawuniya's triumphant win in the Digital Experience of the Year - Financial Services category at the Asian Experience Awards is a testament to the company's relentless pursuit of innovation, customer-centricity, and excellence in the financial services sector.

The Asian Experience Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2024 awards programme and be acclaimed for providing meaningful brand experiences to stakeholders, please contact Jane Patiag at [email protected].