Wataniya Insurance has been honoured with the award for the ‘Most Customer-Centric Insurance Company – Saudi Arabia’, marking a significant milestone. This recognition underlines the company’s relentless commitment to its customers, which has been the cornerstone of its operations. We had the chance to meet with Haitham Albakree, the CEO of Wataniya Insurance. He shared his insights on the strategies, challenges, and plans that led to this prestigious award.
Excerpts from the interview:
GBO: How does it feel to be recognised for your efforts?
Haitham Albakree: It’s a wonderful achievement and a validation of the hard work and dedication our entire team has put in. This award is a testament to our commitment to excellence since our mission has always been to put our customers at the centre of everything we do.
Wataniya Insurance has always been known for its customer-first approach. Can you share the core principles that drive this recognition?
We strive to base our principles on understanding, empathy, and responsiveness. We aim to prioritise listening to our customers, understanding their needs, and delivering solutions that exceed their expectations. Our customer-centric approach is built on putting the client first, and business needs second. We aim to build for the customer first, then adapt to the systems. Our goal is to foster long-term, trust-based relationships, ensuring our customers feel valued and supported at every step.
What specific initiatives have contributed to Wataniya Insurance being recognised as the most customer-centric company?
At Wataniya Insurance, our focus on customer-centricity is supported by rigorous employee training in understanding customer needs and effective communication. We seek to offer easy and intuitive solutions so customers can manage their needs in the simplest and fastest way, allowing them to proceed with minimal interruptions. We strive to commit to transparency and innovation to drive continuous improvement, ensuring we exceed customer expectations and save them time, money, and effort.
How has technology played a role in enhancing the customer experience at Wataniya Insurance?
Technology is central to our client-centric strategy at Wataniya. We are leveraging AI and data analytics to deliver personalised experiences. Our ambitions include 24/7 customer service through chatbots and seamless digital interactions via mobile apps and self-service portals. We aim to implement automated claims processing for efficiency and transparency. Our approach includes omni-channel communication and proactive notifications. Additionally, we are developing usage-based insurance and IoT integrations and using feedback tools and sentiment analysis for continuous improvement, enhancing customer satisfaction and operational efficiency.
Customer service is a critical aspect of any customer-centric strategy. How does Wataniya ensure exceptional service?
At Wataniya Insurance, we prioritise exceptional customer service as a core component of our strategy. You can spend months to attain a client but a few seconds to lose them. This does not reflect the appreciation and dedication we have for our clients and customer service is at the forefront of this concept. The guidance provided by the Saudi Insurance Authority has been instrumental in shaping our approach. Their regulations emphasise transparency, fairness, and efficiency, which have helped us refine our service practices. We aim to ensure our employees are thoroughly trained to meet these high standards, and we maintain multiple channels for customer interaction, including social media and phone support. This framework enables us to address customer needs effectively, consistently, and with empathy. An informed client is a happy client.
What challenges have you faced in your journey toward becoming more customer-centric, and how have you overcome them?
A major challenge we faced was shifting the organisation’s mindset to prioritise customer needs, which we tackled through ongoing training and clear communication of our customer-first commitment. Changing management is never easy, but consistency and constant drive are essential. Adapting to rapidly evolving customer expectations was another hurdle. To address this, we embraced flexibility, allowing us to quickly adjust our strategies based on customer feedback and market trends. We also streamlined our processes to enhance responsiveness and effectiveness, ensuring we could consistently meet and exceed customer expectations.
Looking ahead, what are your plans to further enhance customer satisfaction and maintain this momentum?
We are dedicated to continuous innovation and improvement. Our plans involve expanding digital capabilities, enhancing customer support infrastructure, and potentially servicing clients anywhere and anytime. We are exploring mobile apps and other technologies to better serve their needs. Additionally, we aspire to listen closely to customer feedback, adapt to their evolving needs, and expand community outreach to further engage and support our customers to ensure we remain their preferred insurance provider.
Wataniya Insurance is known for its community involvement and social responsibility. How does this align with your customer-centric approach?
Our commitment to the community is integral to our customer-centric philosophy. We are a representation of our community, and our clients are our bosses. We actively engage in social responsibility initiatives, sponsoring local events and offering training opportunities for students at Wataniya. These efforts intend to foster stronger customer relationships and enhance community well-being, keeping us informed of what’s happening in our beloved kingdom. Partnering with local non-profits to tackle social issues and promote community development further underscores our dedication to our customers and the community.
What message would you like to convey to your customers who have contributed to this achievement?
Our customers are our partners. I can’t express my gratitude enough for their trust and loyalty. This award belongs to our customers as much as it does to us. We are committed to serving customers with excellence and will continue to put their needs at the forefront of everything we do. Thanks to all the customers for being part of the Wataniya community and for their continued support. Their feedback and support inspire us to improve and innovate continuously, and we are dedicated to maintaining the highest customer service standards.