Bupa Arabia
Bupa Arabia is the largest health insurance company in Saudi Arabia offering a wide range of Health Insurance products.

Industry:
Insurance
Location:
Saudi Arabia
1M
Estimated Customer Reach In The Year Of 2019
2.5L
Total Number Of Surveys Filled In 2019
48H
Turn Around Time Achieved In Ticketing System
The Company
Bupa Arabia is the largest health insurance company in Saudi Arabia offering a wide range of Health Insurance products for Corporate, SME, Travel, and Family segments. Bupa Arabia is the only insurance company which has been growing for past 10 years both in terms of top line and bottom line. Even in 2018, a tough year, Bupa Arabia recorded over 500 Million profits.
The Challenge
The Solution
The Result
- They were able to track and analyse CX at various channels and reaching out to dissatisfied customers on daily basis
- Further insights helped improve Bupa’s processes and policies
- Able to reach 1.0 million customers in 2019, and gather rich data from over 250000 surveys
- Internal operations improved through open ended comments
- 18% increase in Net Promoter Score from ’17 to ’19
- 20% increase in reaching out to customers once a month for payment reminder and survey