Customer Capital

We believe our members must live happier, healthier, and longer lives. We adopt a customer-centric approach that’s focused on providing a differentiated experience with digitalized solutions and unique services that meet every need of our customers. We pay attention to every developing requirement and listen keenly to our customers’ feedback when innovating and finetuning our products and services. Our members are the “heart” of our Organization and will remain our central priority.

During the year, we introduced three new products and introduced digital services to improve our members’ experience. It brings us joy to be known not only as an insurance company but as a trusted health partner in the Kingdom.

Highlights

The Value We Deliver

We take a forward-thinking approach to healthcare. We understand that digital solutions occupy a central position in the lives of our members so most of our services are just a click away. Whether it’s accessing the gamut of healthcare services through Tebtom, receiving well-deserved care in hospitals through Rahatkom, or receiving the best guidance on leading a healthy lifestyle through Bupa Live Right; our pioneering healthcare solutions are easily accessible and have paved the way to revolutionizing healthcare in the Kingdom.

The Products We Offer

We offer a range of healthcare solutions to businesses and individuals. From those listed below, Bupa Family, Bupa Parents, and Bupa Helpers were launched in 2021.

Products for business entities include:

1. Bupa Corporate

The Bupa Corporate program provides customizable coverage for companies that employ over 250 staff members.

2. Bupa Munsha’at

Bupa Munsha’at has grown to be one of the Company’s significant contributors with 10% of Bupa Arabia’s overall GWP. The product continues to build on its Power of Choice proposition by including an innovative model that brings customization to small and medium enterprises for the first time ever.

3. Bupa International Health Plan

An outstanding international health plan for Saudi and expatriate company executives in the KSA and worldwide.

Products for individuals include:

1. Bupa Family

Today, the variety of schemes under Bupa Family has enabled this product to be the fastest growing and healthiest in the B2C portfolio. The product aims to continue serving the different needs of Saudi families by introducing modular health insurance where they can choose their own coverage based on their health needs and budget.

2. Bupa Helpers

Bupa Helpers is the only health insurance product in the market designed specifically for the needs of domestic workers, and affordable to not apply a financial burden on the employer. Bupa Helpers directly serves the Company’s 1B strategy as it holds massive potential, especially with an upcoming mandate.

3. Bupa Parents

Bupa Parents is the most recent addition to Bupa Arabia’s pockets of growth. It is also the most unique in terms of offering where it is exclusively offered to Bupa Arabia members to drive brand stickiness and loyalty. Within its first year of launch, the product was awarded as “The Most Innovative Health Insurance Product”.

4. Bupa Expat Individuals

This program covers the healthcare of second-degree dependents under the sponsorship of a non-Saudi employee – it’s a service that is symbolic of the warmth of Saudi hospitality.

5. Bupa Inbound Travel

Removing all risk from travelling to the Kingdom of Saudi Arabia, this program protects the well-being of individuals travelling into the Kingdom.

Enhancing Customer Experience

The COVID-19 pandemic has urged us to focus on implementing digital solutions. Our mobile app, web services, live chats and consultations have helped enhance the customer experience.

In an effort to make medicine more accessible we launched local telemedicine services, expanded our medical delivery service, and enhanced our home-based laboratory test and vaccination services in order to cover all members of the Bupa Arabia clientele.

Initiatives Undertaken to Improve Customer Experience

Tebtom is a digitized health service that transcends regular healthcare solutions. This service, which can be accessed through the Bupa App or the designated hotline, gives users access to Bupa doctors – contact can be established with doctors who have gained specialization in a range of areas.

Currently the Tebtom user base exceeds 4.2 million members.

The Tebtom program offers:

• A Bupa doctor to answer questions 24/7 and provide the healthcare advice and guidance members need to manage their health conditions.
• Chronic Care provides peace of mind for chronic disease patients, with continuous care and follow-up, delivery of medication, and blood tests at home or work.
• Maternity and Child Care support to mothers and families, with advice and guidance pre and post-natal.
• Telemedicine, so that no matter where they are, members can reach a doctor to get the medical consultation they need.
• Specialized International Services, where members need international expertise and diagnoses from international doctors at world-renowned centers.
• Wellness Services dedicated towards enhancing the health and wellness of our members by encouraging them to adapt to a healthier lifestyle.

 

 

Available in major Saudi Arabian hospitals, the Rahatkom program works to support our members when they need it the most. Our delegates are present at 70 hospitals in Saudi Arabia – we are well equipped to greet our members, doing everything in our power to make them feel safe and cared for as we answer their queries, offer them guidance, and make their visits as efficient and stress-free as possible. Under this program, members can expect:

• Customer Care representatives: Meeting all our patients’ needs and requests
• Reduced hospital waiting times: By up to 50%
• Pre-authorization: On-site approval
• Continuity Care: With doctors following-up after discharge of their patients.

To-date, more than 2.2 million members have used our Rahatkom program.

Launched towards the end of 2020, the Bupa Click program is an all-in-one service for our digital innovation services. All it takes is a single click to receive the healthcare services you need, no matter the time, thanks to our 24/7 online presence. Members can track their policy, review benefits, request Tebtom services, or simply access Bupa’s sales platform to browse our products. This service is available through our website and mobile app.

Live Right Program is a set of highly interactive and engaging wellness sessions and activities made to enhance the overall wellbeing of our members and the community as a whole.

• Fitness
• Mental Wellbeing
• Weight Management
• Prevention
• Health Lounge