The 10 Most Trusted Insurers in the Middle East.pdf

Emerging Trends
The Dynamics of
Insurance Industry
in the Middle East
Digital
Transforma on
Revolu onizing
Insurance
Systems in the
Middle East
VOL: 10 ISSUE: 14 2023
LifeLine
TPA
Mi ga ng Economic Burden and Enhancing
Pa ent Outcomes

06.
Cover
Story
LifeLine
TPA Mi ga ng Economic
Burden and Enhancing
Pa ent Outcomes

Contents
Aaﬁya TPA
Bridging Gaps with Inclusive and Quality
Insurance Services
14.
Oﬀering a Comprehensive Range of
Customized Insurance Solu ons
20. Lifecare Interna onal
Delivering Values Beyond the Transac on
30. Dev Maitra
Articles
Articles
Digital Transforma on
Revolu onizing Insurance Systems
in the Middle East
Emerging Trends
The Dynamics of Insurance
Industry in the Middle East
26.
34.

Within the dynamic milieu of the Middle East, insurance
providers emerge as stalwarts of economic stability,
playing a pivotal role in for fying resilience against
unforeseen challenges. Insurance transcends its conven onal role
as a mere financial safety net; it assumes the status of a
founda onal element for economic well-being. These custodians
of stability extend protec on across diverse sectors, encompassing
health, property, and business risks. Individuals and
enterprises alike repose trust in the secure haven
provided by insurance, facilita ng
unimpeded growth and prosperity.
The ongoing metamorphosis within
the Middle Eastern insurance
sector underscores its
adaptability and propensity for
innova on. By embracing
cu ng-edge digital
technologies, insurers are
reshaping customer
experiences, op mizing
opera onal efficiency, and
introducing pioneering products
and services.
The edi on - The 10 Most Trusted
Insurers in the Middle East reveres the
sector’s agility in responding to evolving
needs, signaling a paradigm shi in the
percep on and accessibility of insurance.
As the Middle East consolidates its global presence, insurers play a
pivotal role in this edi on. Beyond regional idiosyncrasies, these
en es ac vely engage in transna onal collabora ons, thereby
contribu ng to integra ng Middle Eastern economies into the
broader interna onal insurance landscape. This global outlook
enhances the sector’s capabili es and reaffirms its stature as a
cri cal player in the global insurance domain.
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MOHAMMAD AFZAL ALAM, CEO & FAROOQ AHMAD, COO
LIFELINE TPA

LifeLine
TPA Mi ga ng Economic Burden
and Enhancing Pa ent Outcomes
,,
,
,
LIFELINE UNDERSTANDS THAT TIMELY AND
ACCURATE INVOICING IS ESSENTIAL FOR THE
SMOOTH FUNCTIONING OF THE HEALTHCARE
SYSTEM AND FOR THE SATISFACTION OF THE
CLIENTS AND PARTNERS.
Cover
Story

Time, with its infinite understanding, heals us all.
The provision of comprehensive medical services,
ranging from preventive measures to advanced
treatments, has far-reaching implications for both, financial
sustainability of healthcare systems and the overall well-
being of individuals. This proactive approach not only
improves patient quality of life but also translates to
significant cost savings for healthcare systems in the long
run.
With a deep understanding of the claims handling system,
Lifeline TPA creates unparalleled programs that enable the
fast and efficient processing of invoices from medical
facilities to insurance companies and ensure timely and
continuous payments to healthcare providers, obtaining
optimal discounts on medical services.
Let’s delve into the reformative insights:
The Foundation of Lifeline TPA
Lifeline TPA, also known as Khat Al Haya Management of
Health Insurance Claims LLC, is a third-party administrator
that was established in 2015. The firm operates in the UAE,
Oman, and Turkey, providing services such as processing,
settling, and reconciling claims, record-keeping, and plan
maintenance. The organization works with insurance
companies that bear the risk of loss and contract
reinsurance companies to share their risk. It offers a range
of products and services to suit different needs and budgets,
such as individual, family, group, and corporate plans. It
also provides wellness programs, online portals, and mobile
apps to help customers manage their health and claims.
Missioned to Provide Quality Healthcare Service
The inception story of Lifeline is not just a business; it is a
mission to provide quality healthcare services to the people
who need them the most to save lives, heal wounds, and
restore hope. Lifeline was founded by Dr. Mohammed
Alam and Mr. Farooq Ahammed, who believe that every
human being deserves the right to health, regardless of their
income, caste, religion, or location.
The team decided to invest in technology and innovation to
ensure that the hospitals had the best facilities available. It
partnered with local and international hospitals and
healthcare providers and multiple networks of pharmacies
around the globe. It also decided to engage with the
communities he served to educate them about health issues,
prevention, and treatment. He organized camps, workshops,
seminars, and awareness campaigns to spread the message
of health and wellness. The team also decided to make his
business sustainable and profitable to ensure that he could
continue his mission for the long term. He adopted efficient
and ethical practices, such as transparent accounting,
quality control, customer satisfaction, and social
responsibility. The firm also enjoys his work, finding
pleasure in serving society, joy in seeing the patients
recover, grow staff, partners collaborate, and vision
materialize.
CEO Mohammad Afzal Alam has a background in MBBS
and has been an active entrepreneur since 2006. He founded
“Musalla Net TPA LLC” in Dubai and held the position of
CEO until 2010. Following this, he initiated “Global Net
TPA LLC” in Dubai in 2010 and maintained the CEO role
until 2015.
In March 2015, he embarked on establishing “Lifeline TPA
LLC” in Sharjah, where he currently serves as CEO.
Throughout his career, he has executed a comprehensive
long-term strategy aimed at fostering sustainable growth
and delivering top-tier medical services to residents and
citizens. Under his leadership, data-driven decision-making
processes were implemented, optimizing resource
allocation and enhancing overall efficiency, resulting in a
significant increase in productivity.
,,
,
,
At Lifeline, the company uses
a state-of-the-art claims
management information
system that enhances the
capabilities and efciency of
handling claims.

Complying with Challenges
Some examples of exceptional challenges that show the
service has helped insurance companies and clients are:
• Managing the impact of the COVID-19 pandemic on
the healthcare sector, such as dealing with increased
claims volume, complexity, and cost, ensuring the
safety and availability of healthcare providers, and
complying with changing regulations and guidelines.
• Implementing innovative and customized products,
such as wellness programs, telemedicine services, and
chronic disease management, that meet the diverse and
changing needs of customers and enhance their
satisfaction and loyalty.
• Reducing fraud and abuse in the claims process, such
as identifying and preventing false or inflated claims,
verifying the eligibility and identity of claimants, and
recovering overpayments or subrogation.
• Enhancing customer service and experience, such as
providing online and mobile access to claims
information, offering self-service options, and
resolving complaints and disputes quickly and
effectively.
Leading the Way
COO Mr. Farooq Ahmad, an energetic, ambitious
personality, completed his MBA in International Business
and moved to Dubai. Luckily, he got the opportunity in the
Health Insurance Management Industry in March 2008.
This is where he realized this industry has good potential
and growth in the future.
Thereafter, the Dubai Government introduced health
insurance policies and laws to make healthcare affordable
for everyone. Farooq started his first assignment as a
Relationship officer in a claims management company for 2
years and 4 years in another two companies as manager of
marketing and General Manager. After gaining extensive 6
years of experience & relations in the Health Insurance
Claims Management Industry, in 2015, he planned to start
LifeLine TPA. Today, LifeLine TPA completed 8 years of
successful Journey; we achieved milestones and operated as
the leading UAE TPA with quality services.
Motivation to Embark in Healthcare
The motivation to embark on healthcare came from the
desire to help people access quality and affordable
healthcare, especially in times of uncertainty and crisis.

Mohammad Afzal Alam believes that health insurance is
not only a business but also a social responsibility and a
public good. He wanted to make a difference in the lives of
people who face health challenges and risks and who need
financial protection and support. Additionally, he wanted to
be a part of a sector that contributes to the well-being and
prosperity of individuals, families, and communities. He
has always wished to work in a sector that is dynamic,
innovative, and impactful. That is the reason he chose to
work in health insurance.
Smooth Functioning of Healthcare System
One of the core values of LifeLine is excellence, and it
demonstrates this by ensuring the speedy processing of
invoices from medical facilities to insurance companies.
Lifeline understands that timely and accurate invoicing is
essential for the smooth functioning of the healthcare
system and for the satisfaction of the clients and partners.
That is why it follows a strict Turnaround time policy that
defines the maximum time taken to process and submit an
invoice, depending on the type and complexity of the
service.
The team has agreements with all the major providers in the
industry, who have agreed to adhere to the policy and
standards. By having these policies and agreements, it
ensures to deliver the services with speed and efficiency and
that it maintains the reputation as a reliable and trusted
partner in the healthcare sector.
Risk Management Programs and Plans
One of the main services that the company offers is to
custom design and apply risk management programs for
health insurance plans. The organization does this by
following a four-step process that covers all aspects of risk
management, from identification to improvement.
The steps are as follows:
1.Risk assessment
It analyzes the health insurance plan’s current and potential
risks, which may affect its financial performance, customer
satisfaction, and regulatory compliance. Some of the
common risks that it assesses are claims, premiums,
enrollment, utilization, quality, satisfaction, and
compliance. To identify and evaluate these risks, Lifeline
uses various tools and methods, such as actuarial analysis,
market research, customer feedback, and data mining. It
also considers the external factors that may influence the
risks, such as market trends, competitor actions, and
regulatory changes.
2.Risk mitigation
It develops and implements strategies to reduce or eliminate
the risks that have been identified and evaluated in the
previous step. Some of the common strategies that the
company uses are plan design, pricing, underwriting,
network management, care management, wellness
programs, and fraud prevention.

,,
,
,
The inception story of
Lifeline is not just a
business; it is a mission
to provide quality
healthcare services.

These strategies aim to optimize the balance between cost
and quality and to enhance customer satisfaction and
loyalty. It also designs and applies policies, procedures,
controls, and contingency plans to manage the risks
effectively and efficiently.
3.Risk monitoring
It monitors and measures the performance and outcomes of
the risk management strategies that it has implemented in
the previous step. It uses key performance indicators
(KPIs), key risk indicators (KRIs), dashboards, and reports
to track and evaluate the results of the risk management
program. It also conducts regular reviews and audits to
ensure compliance and quality standards are met.
4.Risk improvement
It identifies and implements opportunities to improve the
risk management program based on feedback, best
practices, lessons learned, and changing circumstances. It
constantly looks for ways to enhance the effectiveness and
efficiency of the risk management program and to adapt to
the changing needs and expectations of the customers and
regulators. It also provides training and education to the
health insurance plan’s staff and stakeholders to enhance
their risk awareness and culture.
Connects with Regulatory databases and Platforms
At Lifeline, the company uses a state-of-the-art claims
management information system that enhances the
capabilities and efficiency of handling claims. The system
uses the latest technology and innovation to streamline and
optimize the claims process, from data capture and
validation to communication and collaboration to analytics
and reporting to integration and compliance. The system
also supports various types of claims, such as cashless,
reimbursement, pre-authorization, and co-payment, offering
flexibility and convenience to the customers. Moreover, the
system incorporates artificial intelligence and machine
learning that enhance the capabilities in fraud detection,
risk assessment, and customer service.
The system connects with various regulatory databases and
platforms, such as the Ministry of Health, the Insurance
Authority, and the Health Authority, and ensures that the
claims data and processes are compliant with their rules and
standards. The system also updates itself automatically with
any changes or updates in the regulations so that the team is
always aware and prepared for any new requirements or
challenges. By integrating with regulatory compliances, the
system enhances the capabilities in ensuring the legality,
validity, and quality of the claims services and in avoiding
any penalties, fines, or disputes. By using its system, it
ensures that it delivers claims services with speed, accuracy,
and quality.
Fast and efficient processing of Invoices
Lifeline TPA provides customized services to help
insurance companies/clients overcome their unique
challenges strategically, operationally, and tactically. The
medical claims processing team has extensive experience in
the field of medical administration services and achieves
high-level and specialized cost containment. It has the
ability to tailor and implement risk management programs.
The state-of-the-art claims management information system
enhances the ability to design and manage different
products exceptionally, helping clients reduce costs and
achieve their risk-management goals.
The team is focused on its customers and their evolving
needs by listening and conducting regular reviews of the
customer service approach. It periodically reviews the
internal processes to optimize the efficiency of claims
authorization and processing. It keeps the systems up to
date as part of the integrated solutions to clients, ensuring
that it remains the leader in the field.
Trusted Partner in the Healthcare Sector
Lifeline values excellence, and it shows this by processing
invoices from medical facilities to insurance companies
quickly. It knows that prompt and correct invoicing is vital
for the smooth operation of the healthcare system and for
the happiness of the clients and partners. That is why it
follows a strict Turnaround time policy that sets the
maximum time it uses to process and send an invoice based
on the kind and difficulty of the service. It also has contracts
with all the major providers in the industry, who have
committed to follow the policy and standards. By following
these policies and contracts, it makes sure that the
organization provides services with speed and efficiency
and that it keeps its reputation as a dependable and trusted
partner in the healthcare sector.

Lifeline takes pride in having been honored with the Best
Performing TPA Award by the Insurance Authority in
2020. This esteemed accolade acknowledges their
commitment to delivering superior services to clients and
partners within the insurance sector. The company’s
exceptional nancial control system, recognized as the
best in the industry, underscores its dedication to
transparency, accountability, and operational efciency.
These achievements are the result of relentless hard
work, unwavering dedication, and a culture of
innovation. Lifeline extends gratitude to their valued
stakeholders for their ongoing trust and support, and
they remain dedicated to upholding their elevated
standards and delivering continued exceptional
outcomes.
The company has garnered notable recognition from
both clients and supporters, attesting to its standing as
one of the industry’s premier business partners. This
award is a testament to Lifeline’s unwavering
commitment to excellence, innovation, and the ultimate
satisfaction of its customers. The company extends
heartfelt appreciation for the condence and backing it
receives from its clients and supporters.

The human lifestyle has changed in recent times. In
such changing times, health is a universal right and
a new paradigm in the realm of health insurance
services. This sheds light on the pioneers who are
redefining the health landscape, ensuring high-quality
standards in health insurance to all sectors of the
population. Exemplified by the launch of 'Dahab' Aafiya
TPA, became the pioneer TPA in the UAE to introduce
wellness and lifestyle benefits as a complimentary feature.
The constant efforts to improve the customer experience
and satisfaction have led Aafiya TPA to rise to the top 5
TPA in the UAE. This journey is marked by several
significant milestones, and we are here to know them
through an interview with Mr. Mohammad Ali Zaidi,
General Manager at the organization.
Below are the highlights of the interview:
Can you please introduce yourself and provide an
overview of your role and responsibilities within the
TPA?
With over 20 years of experience in the health insurance
sector in the Middle East and India, I have developed a core
expertise in organizational performance, strategy
formulation, and business expansion.
Since the inception of Aafiya TPA, I have been a core
member of the management team and have continuously
worked towards the company's growth. At present, I serve
as the General Manager at Aafiya, where I have
successfully nurtured a team of skilled managers.
I have always envisioned growing the company's stature
through strategic planning and execution.
In addition to being a successful leader, I have built
relationships with multiple insurance companies and
channel partners throughout the region. This has enabled us
to provide exceptional services to our clients. Moreover, as
a TPA, we are known for introducing several innovative
strategies in different market segments and consistently
achieving performance objectives.
As a team, we have demonstrated an ability to develop a
thriving TPA business in a highly competitive market,
resulting in Aafiya TPA being one of the top 5 TPAs in
UAE.
Briefly describe the history and mission of your TPA,
highlighting any unique features or areas of
specialization.
In the year 2013, the stakeholders were considering making
health insurance mandatory in the UAE; it was important to
support the insurance companies in managing and
facilitating a smooth claim process.
October, 2023 www.insightssuccess.com
14
The 10 Most Trusted Insurers in the Middle East

Mr. Mohammad Ali Zaidi
General Manager
15

In view of bridging the gaps between the insurance
companies, the network providers, and the policyholder,
'Aafiya' was born in 2013 with a mission to revolutionize
the healthcare process and provide the most sought-after
healthcare services to all sectors of the population.
Aafiya, which is a synonym for Good Health, is committed
to patient safety and is a trustworthy healthcare facilitator in
the region. Aafiya provides expertise in Risk Management,
Policy Administration, Claim Management, Provider
Network, Healthcare Assistance Department (24*7
Customer Call Centre), and Case Management.
In an evolving environment and in a health insurance sector
like ours, the promise that we make to our members and
stakeholders remains close to our hearts. For us at Aafiya
TPA, our years of engagement and experiences with our
members have helped us to understand and innovate our
offerings to meet their needs and aspirations. Therefore, we
have translated our services & and solutions into our
mission to simplify the healthcare journey.
What do you consider to be the most significant
achievements or milestones that have contributed to
your company's reputation as one of the most trusted
insurers in the Middle East?
Our journey towards establishing a reputation as one of the
most trusted insurers in the Middle East has been marked
by several significant milestones and achievements since
our inception in 2013. By constantly working to improve
customer experience and satisfaction, Aafiya TPA rose to
the top 5 TPA in the UAE. For instance, Aafiya became the
pioneer TPA in the UAE to introduce wellness and lifestyle
benefits as a complementary feature, exemplified by the
launch of 'Dahab,' a premium value-added healthcare
service.
Our strong relationships with insurance companies and
healthcare providers have been crucial to our success. They
enhance our credibility and help us provide exceptional
service to our valued clients. This trust from our clients
strengthens our position and ensures our long-term growth
and stability. Ultimately, it is these collective milestones
and dedicated efforts that have firmly established us as one
of the most trusted insurers in the Middle East.
How does your company prioritize the needs and
concerns of customers, and what strategies do you
implement to build trust and satisfaction?
At Aafiya TPA, we believe in customer centricity; therefore,
we prioritize the needs and concerns of our members by
placing them at the center of everything we do. Our goal is
to provide exceptional service and build trust and
satisfaction with our clients. To achieve this, we have
implemented several strategies. Firstly, we have a dedicated
customer service team that is available 24/7 guaranteeing
that any inquiries or problems are addressed within just
16

three rings therefore, they don't have to wait in long queues
to address any concerns or issues with 3 rings, therefore,
they don't have to wait in long queues. We understand that
healthcare is a critical service, and our team is always ready
to assist our clients in any way possible.
Secondly, we regularly seek feedback from our clients to
understand their needs and concerns better and work on
problem-solving methods in view of the continuous
improvement of our services. This helps us build trust with
our stakeholders and ensures that we are always aiming to
meet their expectations.
Thirdly, we have invested in technology to ensure that our
services are efficient and reliable. We have developed an
integrated in-house system called Reiaya to manage claims
processing and provider networks. We have developed a
mobile app that is a one-stop solution for all policy-related
information.
Finally, we have established strategic partnerships with
insurance companies and healthcare providers. This has
helped us build a reputation as a trusted TPA in the region.
What are some innovative services that your company
offers to cater to the unique needs of clients in the
Middle East?
Here are some innovative services for all our stakeholders:
Ÿ Reiaya – Our in-house claim management system,
powered by AI, seamlessly integrates with regulatory
portals, streamlining and automating all operational
processes.
Ÿ SME Services – A premium service launched to target
SME clients, providing them with valued services along
with regular insurance coverage like medicine delivery,
priority at the healthcare facility, appointment booking,
and much more..
Ÿ Aafiya Mobile App – A one-stop solution for all the
policy-related information for the members and more..
Ÿ Pro Connect Portal – A portal that bridges the gaps
between a healthcare provider and a TPA like us in order
to have robust communication.
Ÿ PBM Portal – An In-house Pharmacy Benefit
Management System to ensure faster response and no
long waits at the pharmacy. Since it is an in-house
portal, we can easily set up various rules basis the
requirement.
How does your company ensure strict adherence to
regulatory standards and maintain high ethical
standards in all operations?
It is our responsibility to ensure that our company operates
in compliance with all regulatory standards and maintains
the highest ethical standards in all of our operations. One of
the aspects is the confidentiality of the members. We have
restricted access and frequent monitoring of access control
policy. With respect to the vendor, we have a
Confidentiality and Non-Disclosure agreement in place.
Moreover, We are ADHICS-certified TPA.
What are your company's future plans for growth and
expansion in the Middle East region, and how do you
envision maintaining and enhancing trust in the coming
years?
We have ambitious plans for growth and expansion in the
Middle East region. Our vision is to become the first choice
TPA in the health insurance sector.
To achieve this, we plan to expand our network of clients
and partners, both in the UAE and throughout the Middle
East. We will continue to invest in technology and
infrastructure to ensure that our services are efficient,
reliable, and scalable. We will continue to focus on
developing innovative initiatives that meet the evolving
needs of our stakeholders.
Overall, we are committed to delivering exceptional service
to our clients and building trust in the Middle East region.
We are confident that our focus on innovation, quality, and
customer service will enable us to achieve our growth and
expansion goals while maintaining our reputation as a
trusted TPA in the region.
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20

Insurance products serve as a crucial safety net in
unforeseen circumstances. While they cannot entirely
prevent life’s uncertainties, they provide a robust
defense against financial setbacks. They act as a protective
barrier, ensuring that your most valued assets - your health,
finances, business, and above all, the well-being of you and
your family - remain secure and shielded from the
unpredictable challenges that life may present.
Insurers who adopt digitalization, sustainability, and
customer-centric strategies are poised for success in this era
of transformation. Among these industry leaders, Lifecare
International stands out as one of the most esteemed names.
We had the privilege of discussing business dynamics with
Alniz Popat, the Founder and Chief Executive Officer
(CEO) of Lifecare International. Alniz is a highly driven
entrepreneur and a specialist in business growth. His
dedication to innovation and continual learning has been a
motivating factor throughout his career, and providing
exceptional care is his core interest.
Below are the highlights from the interview!
Can you please introduce yourself and provide an
overview of your role and responsibilities within the
insurance company?
I am the founder and Chief Executive Officer (CEO) of
Lifecare International, a leading insurance, health, and well-
being advisor in the Middle East & Africa, offering a range
of bespoke insurance and award-winning workforce care
and well-being solutions.
I am consumed by the passion to deliver extraordinary care,
and I have an inherent affinity for lifelong learning and
innovation. My journey is grounded in a strong belief that
the healthcare industry should be a proactive rather than a
reactive measure. This conviction ultimately led to the
inception of CURA, Lifecare’s complementary, bespoke
health and well-being proposition, which has garnered
multiple international accolades and awards.
In addition to my role at Lifecare, I believe in enabling
healthcare access, serving as the co-founder of HealthX, a
company that leverages technology to make quality primary
healthcare accessible, affordable, and convenient for all.
HealthX currently operates in Kenya and Pakistan.
Strongly affirming charitable causes, I launched an annual
CSR medical camp in the Maasai Mara, which has treated
over 8500 patients to date, in addition to supporting several
programs. I am also a co-founder of the Capital Club East
Africa and a member of the YPO and EMIR boardroom.
I received my bachelor’s degree in Finance and Economics
from the University of Western Ontario, Canada, and I am
Chartered Insurance Institute (CII) certified.
Briefly describe the history and mission of your
insurance company, highlighting any unique features or
areas of specialization.
Lifecare International is a leading insurance, health, and
well-being advisor in the Middle East and Africa, offering a
range of bespoke insurance and award-winning workforce
care and well-being solutions. Established nearly 30 years
ago, Lifecare International has obtained a reputation for
excellence and continues to serve a very simple purpose: to
help everyone protect and care for those that matter
most. Addressing the needs of large corporations, SMEs,
and individuals, Lifecare employs a workforce of 150+
members across the UAE, Qatar, and Kenya, delivering
value in the medical insurance, general insurance, and life
insurance lines.
Having deep ties into the international medical insurance
industry, Lifecare works with over 40 providers across the
market. Equipped with a 24/7 Concierge, Doctors Helpline,
and Emergency Assistance Desk, the company values
21

lifetime relationships and is consumed by the passion to
deliver extraordinary care at a time when it is needed most.
Lifecare prides itself on integrity, superior customer
relationship management, and support and displays a high
level of empathy and compassion for clients. Lifecare’s
incredible 96% client retention rate is a testament to these
company values, as they serve as the backbone of our
corporate culture. Furthermore, our retention rate is a
testament to client satisfaction, who repeatedly renew their
contracts to continue reaping the benefits of excellent care
and customer service.
your company’s reputation as one of the most trusted
Our secret to keeping our clients happy has been to be
caring and supportive of their needs and emotions at every
step of their journey with Lifecare. We recognize that while
extremely important, sometimes insurance coverage isn’t
enough, which led to Lifecare’s complimentary, award-
winning, bespoke program called CURA, which is
completely unique to Lifecare. CURA enables our clients to
access immediate, international, round-the-clock, and real-
time medical, security, travel, care, assistance, and support
services. The partners we have selected for the CURA
portfolio are the best of their kind. The spectrum of benefits
includes everything, including pro-active health and well-
being, time-saving digital tools, crisis response, fast-track
services, cost-containment initiatives, wellness screenings,
and much more.
LifeNet helps our client’s HR department manage
employees’ insurance better, smarter, and faster. The
platform provided relevant insights on medical schemes,
claims, administration efficiency, and more.
Over the years, the number of insurance providers we work
with has significantly grown – encompassing a wide range
of both international and local providers across numerous
markets. In addition to this, we have grown our networks in
terms of our client base, along with business partnerships
across numerous countries.
There has been a tremendous increase in the number of
allied partners that Lifecare works with. With over 50
certified allied partners, we ensure that our clients are
receiving the best value-added services, including
telehealth, emotional assistance, nutritional coaching,
workplace ergonomics, gym memberships, lifestyle
concierge services, global crisis response, and evacuation.
Lifecare has been recognized by a number of reputed
international awarding bodies over the past years, which
reflects our commitment to delivering 24/7 care and
independent advice through unique and tailored health
insurance solutions; some examples are:
• Best Workplace Well-being Advisors, The UK Health
& Protection Awards 2023.
• Best International Individual Client Advice Firm, The
UK Health & Protection Awards, 2023.
Additionally, we have also been recognized by the
international insurers we work with, which has helped
strengthen our relationship further; some examples are:
• Top Performer - Individual Client Retention, Bupa
Global, 2023.
• Top Producing Broker – Middle East & Africa, Cigna,
2023.
What are some innovative insurance products or
services that your company offers to cater to the unique
needs of clients in the Middle East?
As independent advisors, we take a consultative approach
rather than a transactional one, where our team sources
products available and tailors them to suit the client’s
unique needs. Insurance can be complex, and our team
simplifies it as an independent broker – whether you are
looking for an individual, family, SME, or corporate
insurance policy, we cater to a wide range of Health,
General, and Life Insurance solutions. The relationship,
support, and guidance extend far beyond purchasing the
policy; rather, it continues throughout your journey with
Lifecare.
The Middle East has become a melting pot of various
cultures, tastes, and preferences. No one solution fits all,
and taking a tailored approach whilst prioritizing proactive
health and well-being has been received well in the Middle
East.
Lifecare International is a GDPR-compliant, ISO-certified,
and ODPC-accredited business that adheres to European
22

Union standards of data protection and confidentiality. The
team is trained in line with an international level of best
practices that are implemented throughout the organization,
which is verified through several annual audits that have
resulted in high scores. Lifecare is also a part of the
Business Integrity Index by the British Chamber of
Commerce and adheres to a strict level of client
confidentiality.
What are your company’s future plans for growth and
years?
We intend to not just keep pace but completely exceed our
client’s needs. We seek to remain agile as a business with
innovation at the forefront, never compromising care at any
step of the way. We will continue to deliver high-quality,
trusted, and customized client solutions, developing and
integrating client relationships and feedback continuously.
Awards
2023 awards
• Best Workplace Well-being Advisors, The UK Health
& Protection Awards 2023.
• Best International Individual Client Advice Firm, The
UK Health & Protection Awards, 2023.
23

• Best Use of Loyalty &
Rewards Program to enhance
Customer Happiness,
Customer Happiness Summit
& Awards, 2023.
• Customer Happiness Team of
the Year, Customer Happiness
Summit & Awards, 2023.
• Best Community Impact
Initiative (Gold), Employee
Happiness Summit & Awards,
2023.
• Top Performer - Individual
Client Retention, Bupa Global,
2023
• Top Producing Broker –
Middle East & Africa, Cigna,
2023.
• Outstanding Contribution to
Corporate Social Responsibility” award, Allianz,
2023.
• Allianz Summit Sales Champion Award Qatar,
Allianz, 2023.
• Best Employer Brands, Middle East Leadership
Awards, 2023.
2022 awards
• Delivering Customer Happiness in Times of Crisis
Going Above & Beyond, Customer Happiness
• Best Use of Loyalty & Rewards Program to
enhance Customer Happiness, Customer Happiness
• Best Corporate Health Insurance Brokerage, UAE,
CFI, 2022
• Business Integrity Award by the British Chamber of
Commerce in Kenya.
• Think Business Insurance Awards 2022, 2nd Runner
Up, The Most Customer-Centric Broker in Kenya.
• Rising Star SME, Cigna, 2022.
• Best Workplace Well-being Advisor, UK H&P
Awards, 2021.
• Best Newcomer of the Year, Cigna 2021
• Best Portfolio Growth Allianz, 2021.
24

Revolutionizing
Insurance
Systems in the
Middle East
The insurance landscape in the Middle East is
undergoing a radical transformation propelled by
the wave of digitalization. As the region embraces
the benefits of advanced technologies, the insurance
industry is at the forefront of a digital revolution. Further,
we explore how digital transformation is reshaping
insurance systems in the Middle East and the profound
impact it has on the sector.
Digital Transformation: A Paradigm Shift in Insurance
Digital transformation in the insurance sector goes beyond
the mere adoption of technology; it represents a paradigm
shift in the way insurance products and services are
conceptualized, developed, and delivered. The Middle East,
with its rapidly growing economies, is witnessing a surge in
the integration of digital technologies to enhance the
efficiency, accessibility, and overall customer experience
within the insurance industry.
Insurtech Innovations Driving Change
Insurtech, the marriage of insurance and technology, is a
driving force behind the digital revolution in the Middle
East's insurance sector. From artificial intelligence (AI) and
machine learning to blockchain and the Internet of Things
(IoT), insurtech innovations are reshaping traditional
insurance models. These technologies are streamlining
processes, reducing costs, and enhancing the overall agility
of insurance systems.
Enhanced Customer Experience
One of the most visible impacts of digital transformation is
the elevation of customer experience. Digital channels,
including mobile apps and online platforms, have become
integral to insurance interactions. Customers can now easily
browse, compare, and purchase insurance products from the
comfort of their homes. Insurers are investing in user-
friendly interfaces, chatbots for instant customer support,
and personalized dashboards, creating a seamless and
convenient experience for policyholders.
Data Analytics for Informed Decision-Making
The abundance of data generated in the digital era is a
goldmine for insurers seeking to better understand customer
behavior, manage risks, and optimize business processes.
Advanced data analytics tools enable insurers to derive
actionable insights from large datasets, facilitating more
informed decision-making. Predictive analytics, in
particular, allows insurers to anticipate trends, identify
potential risks, and tailor products to meet evolving
customer needs.
AI and Machine Learning for Underwriting and Claims
Processing
Artificial intelligence and machine learning technologies
are revolutionizing underwriting processes and claims
management.
26

Digital Transforma on
27

These technologies can assess risk factors more accurately,
leading to more precise underwriting decisions. In claims
processing, AI expedites the evaluation and settlement of
claims by automating routine tasks, reducing processing
times, and minimizing errors. This not only enhances
operational efficiency but also contributes to improved
customer satisfaction.
Blockchain for Security and Transparency
Blockchain technology is gaining traction in the insurance
sector for its potential to enhance security and transparency.
The decentralized and immutable nature of blockchain
ensures the integrity of data, reducing the risk of fraud and
enhancing trust among stakeholders. Smart contracts,
executed on blockchain platforms, automate and streamline
policy administration, claims processing, and premium
payments, leading to increased efficiency and reduced
administrative costs.
Mobile Insurance and Microinsurance Solutions
The prevalence of mobile devices in the Middle East has
given rise to mobile insurance solutions that cater to the
needs of digitally savvy consumers. Mobile apps not only
provide a platform for purchasing policies but also serve as
tools for policy management, claims reporting, and
communication with insurers. Additionally, digital
technologies are facilitating the development of
microinsurance solutions, making insurance more
accessible to underserved populations and niche markets.
Regulatory Support and Fintech Collaboration
Regulatory bodies in the Middle East are actively
supporting the digital transformation of the insurance
sector. Regulatory frameworks are being adapted to
accommodate innovations while ensuring consumer
protection and market stability. Collaborations between
insurers and fintech companies are fostering innovation and
introducing new business models. These partnerships are
contributing to the creation of tailored solutions that address
specific regional needs and challenges.
Challenges and Opportunities
While the benefits of digital transformation are evident, the
journey is not without challenges. Cybersecurity concerns,
data privacy issues, and the need for skilled professionals in
emerging technologies are among the challenges that
insurers must navigate. However, these challenges present
opportunities for further innovation, collaboration, and
continuous improvement.
Looking Ahead: The Future of Digital Insurance in the
Middle East
The digital transformation of the insurance sector in the
Middle East is an ongoing process with vast potential for
future growth and development. As technology continues to
advance, insurers must stay agile and adaptive to harness
the full spectrum of digital opportunities. The future
promises further integration of emerging technologies,
increased collaboration across the insurtech ecosystem, and
a continued focus on delivering value-driven, customer-
centric insurance solutions.
Conclusion
Digital transformation is reshaping the insurance landscape
in the Middle East, ushering in an era of innovation,
efficiency, and enhanced customer experiences. The
adoption of advanced technologies, coupled with regulatory
support and industry collaboration, positions the region's
insurance sector on a trajectory of sustainable growth. As
insurers continue to embrace digitalization, the Middle East
is poised to become a global leader.
28

o navigate the uncertainties of life, insurance is a
Ttool that acts as a safety net. Unprecedented
situations can occur at any instance, and having
financial security to withstand these situations can solve the
majority of adversities. The peace of mind that comes with
insurance allows you to focus on your goals and aspirations
without the constant worry of potential financial setbacks.
In this context, the competitive landscape of becoming a
trusted insurer involves a blend of essential factors that
collectively contribute to establishing credibility, reliability,
and confidence among clients and stakeholders.
While discovering the Most Trusted Insurers in the Middle
East, we had the privilege of catching up with Dev Maitra,
the esteemed Managing Director of Savington Insurance
Brokers. Mr. Maitra sets comprehensive performance
goals, aligning them harmoniously to drive optimal
performance and foster overall growth.
Below are the highlights from the interview:
Can you Introduce yourself and provide an overview of
your roles and responsibilities within the insurance
company?
My name is Dev Maitra, and I am writing to introduce
myself as the Managing Director of Savington Insurance
Brokers, which ranks among the leading Insurance brokers
in the UAE, committed to delivering excellence in risk
management and client service.
As the Managing Director, my primary role encompasses
clearly communicating the company’s strategic vision and
objectives and setting clear performance goals alongside to
drive performance and overall growth. Furthermore, in
Maitra
Delivering Values Beyond the Transac on
terms of business development and growth, I identify and
capitalize on opportunities in the insurance market,
fostering relationships with clients and carriers and
spearheading efforts to acquire new clients and expand our
market presence.
Financial management is pivotal, involving effective
budgeting, forecasting, and the pursuit of profitability while
mitigating financial risks. Hence, to ensure strict
compliance with insurance laws and regulations, I stay
updated on industry changes, thereby fostering a culture of
compliance. Based on these trends, I develop crisis
management plans and actively engage in industry
associations and events to stay connected with peers and
industry trends.
Briefly describe the history and mission of your
insurance company, highlighting unique features and
areas of specialization.
Established in 2006 in Dubai, Savington International
Insurance Brokers LLC has emerged as a prominent player
We rigorously uphold regulatory
standards and ethical conduct
across our operations,
employing a multifaceted
approach to ensure compliance
and ethical integrity.
,,
,
,
30

in the United Arab Emirates’ insurance landscape. Holding
licenses and certifications from the Central Bank of UAE,’
we have become a trusted and recognized entity within the
insurance market. Our dedicated team and comprehensive
insurance offerings are designed to provide our clients with
the ultimate peace of mind. At Savington LLC, we proudly
rank among the top insurance service providers in the UAE.
Our services encompass a wide range, including managing
medical insurance claims, personal insurance, liability
coverage, vehicle insurance, and accident protection,
catering to the diverse needs of our clients.
Unlike our peers, our vision extends beyond merely
providing insurance services. We aspire to become the
foremost insurance company capable of delivering tailored
and general insurance solutions to clients throughout the
UAE.
Driven by hard work, professionalism, and unwavering
commitment, our mission is to bring joy and satisfaction to
our clients. We achieve this through cost-effective insurance
policies, high-quality insurance solutions, transparent
service practices, and equitable claims settlements. Drawing
from a decade of experience in the insurance industry, we
excel in crafting and delivering precise solutions, including
claims management, risk assessment, consultancy, and risk
transfer.
Savington stands out in the insurance arena due to its
unique client-centric vision, setting us apart from our
competitors. With global partnerships and a dedicated client
base of nearly 2,000, we have earned our place as industry
leaders. Our hallmark attributes include unmatched
professionalism, relentless focus, and steadfast dedication
to serving our clients.
your company’s reputation as one of the most trusted
Our most significant milestone is Easy Insurance by
Etisalat, which reaches the client more effectively by
leveraging the power of technology, and the client is able to
purchase the policy of his choice in a matter of minutes,
irrespective of time and location.
We are trying to redefine and disrupt the insurance
distribution model by leveraging the already established
channels of distribution and products and coupling them
with the safety cover of insurance.
Dev Maitra
Managing Director
Savington Insurance
Brokers
How does your company prioritize the needs and
concerns of customers, and what strategies do you
implement to build trust and satisfaction?
Firstly, to truly understand customer needs, we, as brokers,
invest substantial time and effort in conducting
comprehensive assessments and consultations. These efforts
are geared towards gaining intimate knowledge of each
client’s unique risk profile, financial situation, and
individual objectives.
By meticulously delving into these aspects, we recommend
insurance solutions that are precisely tailored to match a
client’s specific requirements. Whether it’s crafting a policy
with tailored coverage limits, bundling policies to optimize
protection, or providing add-on options to cater to unique
preferences, the overarching objective is to ensure that the
insurance coverage fits like a glove.
Secondly, the provision of tailored insurance solutions
forms the cornerstone of the client-centric approach. We
take great care in crafting policies that align seamlessly
with a client’s needs and preferences. These customized
solutions go beyond off-the-shelf offerings to provide
31

precise coverage. Whether it’s personal insurance, liability
coverage, or specialized risk protection, these tailored
policies cater to the nuances of each client’s situation.
It’s about ensuring that the client isn’t over-insured or
under-insured but, rather, perfectly insured. This not only
enhances client satisfaction but also underscores our
commitment as brokers to delivering value beyond the
transaction. In essence, these first two pillars -
understanding client needs and delivering tailored solutions
- constitute the bedrock upon which the entire client-centric
strategy of Savington is built.
What are some innovative insurance products or
services that your company offers to cater to the unique
needs of clients in the Middle East?
Cyber Insurance by us is the only individual cyber
insurance policy in the UAE, which is highly recommended
for individuals to protect against personal economic losses,
whether credit card or any other banking channel. This
policy protects the user from online banking or credit card
fraud, as well as from losing online purchases, electronic
extortion or identity theft, cyberbullying, and direct
economic losses.
We also provide travel insurance with a roaming plan and
cyber insurance with gadgets.
Savington rigorously upholds regulatory standards and
ethical conduct across its operations, employing a
multifaceted approach to ensure compliance and ethical
integrity.
A cornerstone of this approach is regular training beyond
what is mandatory from the regulator. Brokers
understand that maintaining a well-informed and ethical
workforce is pivotal to their success. They invest
significantly in ongoing training programs that address
regulatory updates, compliance procedures, and ethical
principles. These training initiatives are not one-time events
but continuous processes, keeping employees at the
forefront of evolving regulations and ethical considerations.
Compliance officers or teams play a pivotal role in
designing and delivering these training programs. These
professionals possess specialized knowledge in regulatory
matters and ensure that employees comprehend and adhere
to the latest standards. The training isn’t just about
knowledge; it’s about creating a culture of ethical behavior
and decision-making.
Employees are educated on the importance of transparency,
honesty, and client-centricity. Practical scenarios and case
studies are integrated into the training to provide real-world
context. In addition to regular training, we establish written
policies, codes of conduct, and conflict of interest policies.
Independent reviews and audits, both internal and external,
evaluate these compliance efforts further.
By emphasizing regular training, Savington fosters a culture
where employees are well-equipped to navigate the
complex landscape of regulations and uphold the highest
ethical standards in their interactions with clients,
colleagues, and partners. This commitment to training not
only ensures compliance but also bolsters client trust and
maintains the industry’s reputation for integrity.
What are the company’s future plans for growth and
years?
Our company aims to achieve the status of pan UAE in the
next year by opening a branch office in Abu Dhabi. We are
also planning to Go pan GCC by opening offices in Saudi
Arabia, Qatar, and Bahrain.
32

Awards
&
33

The Dynamics of
Insurance
Industryin the
Middle East
he insurance industry in the Middle East is
Tundergoing a profound transformation driven by a
confluence of economic, technological, and
regulatory factors. As the region continues to evolve,
insurance providers are adapting to emerging trends that are
reshaping the landscape.
In the process, we delve into the dynamics of the insurance
sector in the Middle East, exploring the key trends that are
influencing its trajectory!
Digital Transformation and Insurtech Integration
The Middle East is witnessing a rapid digitization of its
economies, and the insurance industry is no exception.
Insurtech, a portmanteau of insurance and technology, is
playing a pivotal role in reshaping traditional insurance
models. From digital underwriting processes to AI-driven
claims assessments, insurers are leveraging technology to
enhance efficiency and provide more personalized services.
Moreover, the rise of digital platforms is changing the way
customers interact with insurance products. Mobile apps
and online platforms are becoming increasingly popular
channels for purchasing and managing insurance policies,
reflecting a shift toward a more consumer-centric approach.
Economic Growth and Increasing Insurance
Penetration
The Middle East is experiencing sustained economic
growth, which, in turn, is contributing to the expansion of
the insurance sector. As disposable incomes rise and living
standards improve, there is a growing awareness of the need
for insurance coverage. This has led to an increase in
insurance penetration across various segments, including
life, health, and property insurance.
34

Naviga ng Emerging Trends
35

Governments in the region are also playing a role in driving
insurance adoption. Mandates for certain types of
insurance, such as health insurance in some Gulf
Cooperation Council (GCC) countries, are boosting overall
insurance penetration rates.
Shift in Consumer Behavior and Expectations
Changing consumer behaviors are influencing the insurance
landscape. Customers are becoming more discerning and
expect seamless, digital experiences. Insurers are
responding by investing in user-friendly interfaces, online
customer service, and personalized offerings. Tailoring
insurance products to meet the unique needs and
preferences of customers is becoming a key differentiator in
the competitive market.
Regulatory Reforms and Governance
Regulatory frameworks are evolving to keep pace with the
changing dynamics of the insurance industry. Governments
in the Middle East are introducing reforms to enhance
transparency, strengthen corporate governance, and ensure
financial stability within the sector. Regulatory bodies are
actively working to strike a balance between fostering
innovation and safeguarding consumer interests, creating an
environment conducive to sustainable growth.
The implementation of stringent regulatory standards is not
only improving the overall stability of the insurance market
but is also fostering confidence among consumers, leading
to increased trust in insurance products.
Focus on Cybersecurity and Risk Management
As digitalization accelerates, the insurance industry is
becoming more susceptible to cyber threats. Insurers are
recognizing the importance of robust cybersecurity
measures to protect sensitive customer data and prevent
fraudulent activities. Investing in advanced cybersecurity
infrastructure and risk management practices has become a
top priority for insurance companies in the Middle East.
Environmental, Social, and Governance (ESG)
Integration
ESG considerations are gaining prominence in the
insurance sector, reflecting a broader global trend toward
sustainable and responsible business practices. Insurers are
incorporating ESG criteria into their investment decisions,
underwriting processes, and product development. This
shift aligns with growing societal awareness and
expectations for businesses to contribute positively to
environmental and social causes.
Insurance companies are increasingly offering products that
address climate-related risks, promote social well-being,
and adhere to ethical governance standards. This not only
aligns with evolving consumer values but also positions
insurers as responsible corporate citizens.
Collaboration and Partnerships
Collaboration is emerging as a key strategy for insurers
looking to navigate the complex and dynamic landscape.
Partnerships between traditional insurers and insurtech
startups are fostering innovation and driving the
development of new, technology-driven solutions.
Additionally, collaborations with other industries, such as
healthcare and technology, are creating synergies that
enhance the overall value proposition for customers.
Conclusion
The insurance industry in the Middle East is in the midst of
a transformative period marked by technological
advancements, shifting consumer expectations, and
evolving regulatory landscapes. Insurers that embrace these
emerging trends are not only better positioned to thrive in
the current market but also to contribute meaningfully to
the region's economic development and societal well-being.
As the industry continues to evolve, a proactive approach to
innovation, customer-centricity, and sustainable practices
will be key to long-term success.
36

The 10 Most Trusted Insurers in the Middle East.pdf

The 10 Most Trusted Insurers in the Middle East.pdf

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