How Saudi Insurance Companies Can Use Voice AI to Improve Customer Service

Saudi Arabia’s insurance sector is growing, creating more interactions between insurance companies and their customers. In 2024, total gross written premiums reached SAR 76.1 billion, growing 16.3% from SAR 65.5 billion in 2023. The sector’s contribution to non-oil GDP also increased from 2.38% in 2023 to 2.59% in 2024. Insurance Authority – Saudi Insurance Market Report 2024⁠

As the market grows, insurance companies need to manage more customer interactions across policies, claims, renewals, and follow-ups.

Voice AI can help make these interactions more human while connecting conversations to the workflows behind them. With Sarj, Voice Agents can handle routine interactions, support outbound calls, collect information, and help move requests toward resolution.

In this article, you’ll learn:

• How the Saudi insurance sector is changing and what this means for customer service
• Why insurance customer service can be difficult to scale
• How Voice AI can make insurance conversations more human
• Which insurance interactions Sarj can support and automate
• How Voice AI can connect customer conversations with existing workflows
• What insurance companies should consider when starting with Voice AI

What Is Changing in Saudi Arabia’s Insurance Sector?

The Saudi insurance market is becoming a larger part of the Kingdom’s economy. In 2024, the sector recorded SAR 3.6 billion in net income, compared with SAR 3.2 billion in 2023. Insurance Authority – Saudi Insurance Market Report 2024⁠

The Insurance Authority’s National Insurance Sector Strategy targets an increase in insurance penetration in non-oil GDP to 3.6% by 2030, alongside expanding health insurance coverage to 23 million beneficiaries and increasing the number of insured vehicles to 16 million. The strategy also includes a dedicated program focused on Technology, Data and Artificial Intelligence to modernize digital infrastructure and accelerate the adoption of advanced technologies across the insurance sector. Insurance Authority – National Insurance Sector Strategy⁠

As the sector expands, customer service needs to scale with it.

Why Can Insurance Customer Service Be Difficult to Scale?

Insurance customers contact companies for many reasons: understanding policy coverage, following up on claims, asking about renewals, checking the status of a request, or providing additional information.

Many of these interactions are repetitive, but they still require the system to understand what the customer is asking and what needs to happen next.

Traditional automated systems can struggle when customers move away from predefined options. Customers may have to repeat information, navigate multiple menus, or wait for an agent to handle a request that follows a familiar process.

Sarj Voice Agents can support these interactions by understanding the customer’s request, collecting relevant information, and connecting the conversation to the appropriate workflow.

How Can Voice AI Make Insurance Conversations More Human?

Insurance conversations can involve important decisions, claims, payments, and personal information. Customers need to feel understood rather than simply guided through a script.

Voice AI can make the interaction feel less robotic by allowing customers to explain what they need naturally, without having to phrase their request in a specific way.

Sarj Voice Agents support natural Arabic conversations, including Saudi dialects. This allows the conversation to adapt to the customer rather than requiring the customer to adapt to the system.

The goal is not just for the voice to sound human. It is for the interaction itself to feel more human: understanding the request, asking relevant questions, maintaining context, and responding appropriately.

What Insurance Interactions Can Sarj Automate?

Sarj can support both inbound and outbound insurance interactions.

| Insurance Interaction | How Sarj Can Help | | Policy and coverage questions | Handle common inquiries and guide customers to relevant information. | | Claims follow-ups | Support status inquiries, collect information, and guide customers through next steps. | | Renewal reminders | Make outbound calls and support renewal-related conversations. | | Repetitive service requests | Automate high-volume interactions and reduce repetitive work for service teams. | | Information collection | Collect required details during the conversation and pass them into the relevant workflow. | | Requests requiring human support | Route the interaction to the appropriate team when human intervention is needed. |

The exact workflow depends on each insurer’s systems, processes, and requirements. Sarj is designed to work alongside existing operations rather than requiring companies to replace their customer service infrastructure.

Can Voice AI Do More Than Answer Insurance Calls?

Yes. The value of Voice AI is not limited to answering a phone.

Sarj can connect conversations with existing systems and workflows, helping move an interaction from conversation to action.

For example, a customer calling about a claim may not simply need an explanation. They may need to provide information, check a status, or complete a specific next step.

A Sarj Voice Agent can be designed around that process, helping the customer move forward instead of simply answering the call.

What Could an AI-Powered Insurance Workflow Look Like?

Imagine a customer calling to follow up on a claim.

The customer explains the reason for the call naturally. The Voice Agent identifies the request, asks for the required information, and—where the relevant systems are integrated—checks the appropriate workflow or status.

The customer receives the next step without necessarily needing to navigate a long IVR menu or wait for an available agent.

If the request requires human support, the conversation can be routed to the relevant team.

This is an example of a potential workflow. The exact level of automation would depend on the insurer’s systems and processes.

What Does This Mean for Insurance Teams?

Voice AI is not about replacing every customer service interaction.

It is about helping teams handle repetitive, high-volume requests while keeping human support available for cases that genuinely require it.

For insurance companies, this can support:

• 24/7 availability for supported use cases
• More consistent handling of routine interactions
• Less repetitive work for customer service teams
• More structured information collected during calls
• More natural customer conversations
• Better visibility into interaction and workflow performance

As the Saudi insurance sector continues to grow, connecting customer conversations with the processes behind them can become an important part of scaling service operations.

What Questions Do Insurance Companies Have About Voice AI?

Can Sarj understand Saudi Arabic dialects?

Yes. Sarj Voice Agents are designed to support natural Arabic conversations, including Saudi dialects.

Can Sarj integrate with our existing systems?

Sarj is designed to connect Voice Agents with existing systems and workflows, depending on the insurer’s technical environment and requirements.

Can Sarj handle outbound calls?

Yes. Voice Agents can support outbound use cases such as reminders, follow-ups, and other customer interactions.

Can customers be transferred to a human agent?

Yes. Workflows can be designed to route interactions to human teams when a request requires human support.

Can Sarj handle multi-step conversations?

Yes. Voice Agents can support multi-step conversations and workflows, with the exact capabilities depending on the use case and integrations.

How Can Insurance Companies Start With Voice AI?

The best starting point is not automating everything at once. It is identifying the interactions that are frequent, repetitive, and suitable for automation.

With Sarj, insurance companies can start with a specific workflow, such as claims follow-ups, renewal reminders, or routine customer inquiries and expand from there.