Al Rajhi Takaful
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit
The overwhelming majority of ratings are 1 star, with only a small minority of 5-star and a few mid-range ratings. Negative reviews consistently cite poor experiences, technical issues, and dissatisfaction with services. Positive ratings are present but are vastly outnumbered and often lack detailed feedback. The overall rating score is extremely low, reflecting widespread customer dissatisfaction.
Customer Review Score: 28
Support sentiment is highly negative, with repeated complaints about unresponsive or unhelpful customer service, long wait times, and unresolved issues. Many users report that support channels (phone, email, chat) do not provide effective solutions, and some mention being ignored or dismissed. There are a few isolated mentions of good support, but these are rare and not representative. The sentiment score is very low due to the consistency and volume of negative feedback.
Customer Support Sentiment Score: 8
Very few customers recommend the brand; most explicitly advise others to avoid it, using strong language such as 'do not recommend,' 'never again,' and 'worst experience.' Promoters are extremely rare, and passives are almost absent. The intent to recommend is almost universally negative, with many users warning others against using the service. This results in a minimal recommendation intent score.
Customer Recommendation Intent Score: 4
Quick Simplicity
Strengths
A minority of users praise the ease of use and speed of the app when it works, as well as competitive pricing in some cases. Some positive reviews mention quick insurance issuance and simple procedures for certain transactions. A few customers appreciate the clarity of steps and the ability to complete insurance processes online. However, these strengths are mentioned infrequently compared to the volume of negative feedback.
Service Enhancements
Opportunities
There is a clear opportunity to improve the reliability and usability of the app, as technical issues and crashes are a major source of frustration. Enhancing customer support responsiveness and effectiveness would address a significant pain point. Providing clearer information about policies, approvals, and claim statuses could reduce confusion and complaints. Addressing payment and document management issues would also improve the customer experience.
Critical Failures
Critical Issues
Critical issues include persistent app failures, inability to log in or complete transactions, and frequent technical glitches. Many users report denied or delayed insurance approvals, especially for medical claims, often without clear reasons. Customer support is widely described as unresponsive, unhelpful, or dismissive, leading to unresolved problems and financial losses. There are also numerous complaints about misleading sales practices, unexpected charges, and difficulties in obtaining refunds or policy cancellations.
Promoter
The Rahji Takaful insurance platform is easy to navigate and user-friendly. The Customer Service support are accommodating and ready to help whatever is your situation.
Neutral
I can’t receive OTP, tried many time.
Detractor
أسوأ شركة تأمين ولا بيوافقوا علي اي شئ الله ينتقم منهم
Stage 1
Conduct a comprehensive technical audit and immediate bug fixes for the app to address login failures, crashes, and payment errors, as these are the most frequent complaints.
Establish a dedicated customer support escalation channel to ensure unresolved issues are tracked and followed up, based on repeated reports of ignored or mishandled cases.
Trial Clarity's AI Agents to automate initial customer inquiries and triage support tickets, reducing response times and ensuring no requests are lost.
Stage 2
Launch a Voice of Customer (VoC) program to continuously collect, analyze, and act on customer feedback, ensuring ongoing improvements are aligned with real user needs.
Expand multilingual support and in-app guidance to assist users in both Arabic and English, as reviews indicate language barriers and lack of clarity.
Deploy Clarity's AI Agents to handle routine claim status updates and provide instant answers to common policy questions, improving support efficiency.
Stage 3
Launch a Voice of Customer (VoC) program to continuously collect, analyze, and act on customer feedback, ensuring ongoing improvements are aligned with real user needs.
Expand multilingual support and in-app guidance to assist users in both Arabic and English, as reviews indicate language barriers and lack of clarity.
Scale Clarity's AI Agents to monitor VoC data, identify emerging pain points, and recommend targeted CX improvements in real time.
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