Customer Capital

Customer experience enhanced through innovation and digitalization

We believe in fostering longer and healthier lives for our customers. Our strategy in achieving this is crafted by prioritizing customer needs, and revolves around delivering a distinctive customer experience through digitized solutions and services. Bupa offers a variety of healthcare solutions tailored to fit the different requirements of businesses and individual customers.

Innovative and personalized digital product offerings

We embrace a progressive outlook on healthcare, ensuring our services are easily accessible with a simple click, recognizing the immense value of digital solutions to our members. Whether customers utilize Tebtom for a comprehensive array of healthcare services, Rahatkom for deserved hospital care or Bupa Live Right for optimal advice on leading a healthy life, our pioneering healthcare solutions are user-friendly, marking the beginning of a healthcare revolution in the Kingdom.

A digital health service that is accessible via the Bupa App or the designated hotline, which connects members with the Bupa Tebtom team, supporting them throughout the healthcare journey. The program and its associated services were further enhanced during the year.

Bupa Tebtom has touched over 2 million lives to date, with its customer service team offering round the clock guidance and support, and the Telemedicine service enabling patients to consult doctors regardless of their location.

The Chronic Care initiative ensures ongoing care, medication delivery and blood tests for individuals managing chronic diseases. Maternity and Child Care services provide guidance to mothers throughout their pre and post-natal journey. Specialized International Services include International Second Medical Opinion (ISMO) services, catering to members in need of global diagnoses from renowned medical centers.

Wellness services are designed to enhance members’ well-being and encourage the adoption of healthier lifestyles. Home Clinic, introduced in response to the COVID-19 pandemic, offers members medical care at their premises, encompassing nursing care, doctors’ visits and physiotherapy. Tebtom Healthcare Delivery Services (HCDS) also broadened its scope to include low networks and initiated video teleconsultations.

Bupa Rahatkom is designed to ensure our members experience a smooth and hassle-free hospital journey.
To date, the Bupa Rahatkom program has touched over 900,000 lives.

Bupa Hospital Delegates assists patients by guiding them through various processes, tracking their requests and expediting the approval process, thereby reducing clinic waiting times by up to 50%. The Continuity of Care service offers post-discharge guidance to patients, ensuring a seamless transition post-hospitalization.

The Bupa Live Right program is an amalgamation of engaging and interactive wellness sessions and activities crafted to enhance the overall well-being of our members and the community. Consisting of approximately 200 Live Right activities, the program emphasizes key areas including mental well-being, health lounges, prevention, fitness and weight loss programs.

During 2023, the Company hosted three main events:

• LiveRight Health Lounge events – We conducted over 200 health lounge events on client premises.
• Padel Tournament – Conducted in Riyadh and Jeddah in December 2023, this event successfully brought together both our corporate and individual clients, featuring 96 teams, and took place in Riyadh and Jeddah. The top three winning teams were honored with prestigious medals and trophies. The primary goal of this initiative was to establish a platform for social and sports interactions among customers, fostering positive employee participation and overall well-being. Moreover, as a part of the Company’s commitment to environmental sustainability, Bupa Arabia planned to contribute to the National Afforestation Program and the Kingdom’s Vision 2030, by planting trees corresponding to the number of attendees at the tournament.
• Marathon – Conducted in November 2023, in collaboration with the Royal Commission for Jubail, the event took place in Jubail and featured two distance races, namely a 5 km and a 10 km run, attracting 1,500 participants. Bupa Arabia carried out several marketing activities as part of the tournament and as a part of our commitment to sustainability, the company pledged to plant over 5,000 trees across the Kingdom.

Bupa App

Throughout the year, we undertook a significant overhaul of our mobile app to enhance customer experience and operational efficiency. By the end of the year, we achieved 3.7 million app downloads, a Net Promoter Score (NPS) of 79, and an impressive app rating of 4.4. Our revamped app now offers advanced features such as Blood Donation Booking appointments, an AI-powered symptom checker for comprehensive health assessment, and Mental Health audios, which have significantly raised our overall customer satisfaction levels.

Additionally, the Tebtom services, accessible through the mobile app, have been further enhanced during the year and offer valuable assistance to members on their healthcare journey, including the Telemedicine service, which recorded over 40,000 teleconsultation appointments in 2023 (up 150% from 2022). The home-based medication refills totalled 146,000 in 2023 (up 8% from 2022).

Digitalization improvements made in 2023

The innovative and customer-centric improvements made to Bupa’s digital channels include:

• Blood Donation Booking Appointments and Symptom Checker, which contribute to a comprehensive health assessment.
• Ongoing enhancements to the chatbot, featuring answers to frequently asked questions, which drastically reduced our reliance on agents to just 15%.
• Bupa Tebtom and Bupa Rahatkom were linked to Group Secretary (GS), a digital platform empowering customers to access information, initiate consultations, schedule appointments and manage health plans. GS employs advanced analytics to assist doctors and patients in making informed decisions about treatments, by leveraging the latest and most pertinent data. Additionally, human-centered design and user experience principles have been applied to enhance the usability, accessibility and satisfaction of customers with health care services. These products collectively increased efficiency and improved customer satisfaction levels.

Bupa corporate customer packages

The Bupa Corporate customer program was designed for companies with over 250 employees. Offering fully customizable coverage schemes, the program provides immediate assistance to customers through the Bupa representatives, strategically stationed on-site at the largest hospitals across the kingdom, providing “customer at heart” value added services.

Bupa Munsha’at

Bupa Munsha’at is one of the contributors to Bupa Arabia’s GWP. The product, which was specifically tailored for SMEs, offers over 22 options under three customer focused programs. Additionally, the company was successful in concluding three product design cycles for Bupa Munsha’at, in preparation for its successor (Munsha’at 2.0)

Bupa International Health Plan

The Bupa International health plans cater to business executives residing and/or working both in Saudi Arabia, and globally. The product provides access to a network of over one million healthcare providers, spanning 190 countries.

Benefit Upgrade

This enables existing Bupa corporate main members, holding high end schemes, to easily upgrade their coverage online within a minute. Members can seamlessly perform benefit upgrades directly through the mobile app or members portal, giving them full autonomy to make purchases themselves. They are granted a limited window of 30 days from the policy inception date, to initiate benefit upgrades.

Bupa Family

Bupa Family was designed to cater to the different health insurance needs of Saudi families. There are currently two programs under Bupa Family, and we are preparing to add new programs to serve a wider customer base.

Bupa Helpers

Bupa Arabia was the first to launch an individual health insurance product with benefits designed to address their health needs, without adding a financial impact on the policy holders.

Bupa Parents

Exclusively designed for Bupa Arabia members, the product enables members to insure their parents directly through the website or the Bupa App.

Bupa Expat Individuals

The program was introduced to address the health insurance requirements of second-degree dependents under the sponsorship of non-Saudi employees.

Bupa Inbound Travel

Bupa Inbound Travel ensures the health and safety of individuals entering the Kingdom of Saudi Arabia, by addressing all the potential risks associated with travel.

Bupa Premium Residency

Bupa Premium residency is a product designed for premium residents, whether they are applying from outside Saudi Arabia, or from within the country.

Awards and recognition

We take great pride in the local and global recognition of our unstinting commitment towards excellence in the insurance industry and beyond.