As part of Saudi Arabia’s Vision 2030, Tawuniya, one of the Kingdom’s largest insurance providers, set out to modernize how customers access health and motor insurance services. The company’s goal was to make insurance interactions faster, more transparent, and accessible to everyone—from major hospitals in Riyadh to remote clinics in the south.
The challenge: scaling service in a regulated industry
Before the transformation, Tawuniya relied on on-site agents in select hospitals to handle insurance approvals and inquiries. This model created bottlenecks, long wait times, and inconsistent service quality. At the same time, the company faced the challenge of modernizing within one of the most highly regulated industries in Saudi Arabia, where data protection and residency laws are stringent.
Tawuniya needed a secure, compliant, and scalable solution that could deliver high-quality cloud-based services without compromising regulatory standards.
Zoom Contact Center, hosted in the Saudi data center, provided the foundation for this transformation. The platform’s local hosting and encryption capabilities allowed Tawuniya to confidently adopt a cloud-first model while supporting national data residency requirements.
This collaboration demonstrated that even in a tightly regulated environment, innovation and compliance can coexist—empowering Tawuniya to deliver modern, accessible insurance services to residents.
The solution: video-enabled kiosks powered by Zoom
Tawuniya introduced video-enabled kiosks that allow patients to quickly connect with remote insurance advisors through Zoom Contact Center. Within minutes, customers could complete approvals that previously took hours.
