Tawuniya
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit
The overall rating score is extremely low, with the vast majority of reviews assigning the lowest possible rating (1 out of 5). Only a small minority of users gave positive ratings, and even among those, some mentioned issues. The average rating is heavily skewed by a large volume of negative feedback, indicating widespread dissatisfaction.
Customer Review Score: 22
Support sentiment is overwhelmingly negative. Users consistently report unresponsive or ineffective customer service, with many stating that all support channels (app, WhatsApp, phone) are either automated or non-functional. There are repeated complaints about the inability to reach a human agent and lack of resolution for issues. Positive mentions of support are rare and often tied to individual employees rather than the overall system.
Customer Support Sentiment Score: 6
Recommendation intent is almost universally negative. Many reviewers explicitly state they do not recommend the brand, and some urge others to avoid it. There are frequent comparisons to competitors (especially Bupa), with users stating they regret switching and would not choose the brand again. Only a handful of users recommend the service, and these are vastly outnumbered by detractors.
Customer Recommendation Intent Score: 2
Fast Approvals
Strengths
A minority of users report fast approvals and easy claim processes, particularly for straightforward cases. Some reviewers praise individual employees for professionalism and helpfulness. The application is occasionally described as user-friendly and comprehensive when it works. There are positive mentions of the brand’s reputation and coverage options by a small segment of customers.
Service Upgrades
Opportunities
There is a clear opportunity to improve the speed and transparency of approval processes, as delays and unexplained rejections are a major pain point. Enhancing customer support by providing accessible, human assistance rather than automated responses is urgently needed. Simplifying the app interface and ensuring technical stability would address frequent complaints about usability and crashes. Providing clear, consistent communication regarding claim status and coverage details would reduce customer frustration.
Crisis Unresolved
Critical Issues
The most critical issues are persistent delays and frequent rejections in medical and insurance approvals, often without clear justification. Customers are unable to reach effective support, with all channels described as automated, unresponsive, or circular. Technical problems with the app, including crashes, login failures, and inability to upload documents, are widespread and unresolved. Many users report financial harm, such as out-of-pocket payments due to delayed or denied claims, and some describe negative health impacts from lack of timely approvals.
Promoter
شكرا لكم على خدماتكم والله الموفق (Thank you for your services, may God grant you success)
Neutral
التطبيق كـ ui جميل ولكن كـ ux جدًا معقد و اواجه مشاكل تقنيه في كل طلب ارفعه للأسف اتمنى احد يلتفت كـ ux و QA ويعالجون المشاكل المستمره هذي (The app is nice in terms of UI but very complicated in terms of UX, and I face technical problems with every request I submit. I hope someone pays attention to UX and QA to address these ongoing issues)
Detractor
Absolutely the worst insurance experience I’ve ever had. I’m on a Gold plan, yet they consistently reject claims, even when I upload proper medical reports. It’s been nothing but a waste of time, energy, and money. Their customer service is completely unhelpful and unprofessional, not once have they explained things clearly or treated my concerns with fairness.
Stage 1
Implement a clear, real-time status tracker for approvals and claims within the app to address user frustration with unexplained delays.
Establish a dedicated escalation channel for unresolved support issues, ensuring customers can reach a human agent when automated responses fail.
Trial Clarity's AI Agents to triage and route customer inquiries, reducing response times and ensuring urgent cases are prioritized, as many reviews cite lack of timely support.
Stage 2
Launch a Voice of Customer (VoC) program to continuously collect, analyze, and act on user feedback regarding approvals, app usability, and support experiences.
Expand multilingual support and accessibility features to ensure all customers can easily navigate the app and reach assistance, addressing complaints from non-Arabic speakers and those with technical barriers.
Deploy Clarity's AI Agents to automate routine claim status updates and proactively notify users of required actions, as repeated complaints mention lack of communication and follow-up.
Stage 3
Launch a Voice of Customer (VoC) program to continuously collect, analyze, and act on user feedback regarding approvals, app usability, and support experiences.
Expand multilingual support and accessibility features to ensure all customers can easily navigate the app and reach assistance, addressing complaints from non-Arabic speakers and those with technical barriers.
Scale Clarity's AI Agents to provide real-time analytics on customer pain points and satisfaction trends, enabling rapid response to emerging issues and ongoing CX improvement.
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