At Tawuniya, our operations center around the long-term, mutually beneficial and sustainable relationships we build and nurture with our employees, our customers, and the communities in which we operate.
Employees
Tawuniya places great emphasis on the health, equality, inclusion, diversity, and professional development of its growing team.
Employee engagement and communication is continuously encouraged across all levels of the Company, by facilitating multiple avenues for employees to share their opinions and thoughts, including an open-door policy that empowers employees to freely share and concerns or constructive feedback with their managers and senior leadership. The grievance mechanism along with the Company’s Whistleblower Policy is discussed under Governance (pages 41-43) in this chapter.
Tawuniya is fully compliant with all articles of Saudi Labor Law, and goes beyond minimum requirements to ensure employee needs are met.
Tawuniya provides employees with market and performance-driven remunerations and allowances to strengthen its employee value proposition. Other employee benefits include, but are not limited to:
- An attractive savings plan
- An exclusive home loan program
- A dedicated travel assistant
- A children’s education assistant
- Parental leave
During the period under review, Tawuniya continued to build a fair, diverse, inclusive and equitable workplace in which people of all ages, genders, cultural backgrounds and abilities feel safe, nurtured and respected. Tawuniya has zero-tolerance regarding discrimination, bullying, and harassment.
Female empowerment
The Company is committed to balancing the ratio of female to male employees and ensuring a fair representation of females employed in management positions. To this end, Tawuniya has set realistic, measurable, department-specific goals to balance this ratio, holding each division accountable to achieve set targets. Both women and men are evaluated on the basis of their abilities and achievements, rather than their gender or background.
People of determination
Tawuniya hires employees with varying levels of disabilities, to develop their skills and talent, contributing to the Vision 2030 goal of providing them with job opportunities that will ensure their independence and integration as effective members of the expanding and progressing Saudi society.
Saudization
Aligned with the Saudi Nationalization Scheme of Vision 2030, Tawuniya focuses its hiring and recruitment efforts on Saudi Arabian nationals in an effort to increase its Saudization rate.
Learning and Development
Tawuniya continued to expand employee skill sets and aspire their professional goals through a number of learning and development initiatives, which also greatly contributed towards retaining talent in a highly competitive job market.
Employee training programs at Tawuniya follow a six-pillar framework, aligned with Strategy 2025 for more well-rounded, practical, and theoretical development:
Tawuniya Employee Training Six-Pillar Framework
- Organizational Programs: These are programs designed to onboard and train employees for their roles at Tawuniya
- Specialized Development Programs: Highly specialized programs designed to develop targeted groups
- Regulatory Programs: Mandatory programs for groups specified by regulatory bodies
- Personal Effectiveness Programs: Programs designed to develop junior to middle-level employees across Tawuniya
- Functional Capabilities Programs: Programs designed to develop junior to mid-level employees based on function-specific requirements (e.g., the Sales Academy targets employees in sales roles)
- Leadership Programs: Professional development programs designed to develop and advance individuals who exhibit exceptional leadership qualities
Employees can access training programs through multiple channels including the Tawuniya portal for e-learning programs, classroom training sessions or even one-on-one trainings for employees that show high promise or express interest in their development.
P&C Special Development Program
A special, 24-month development program based on Property and Casualty (P&C) insurance open for both Tawuniya Employees that show great potential as well as Tawuniya’s valued clients and partners. It is an exclusive, industry-leading program that delivers a range of benefits to participants, Tawuniya, and the insurance sector in general, including:
- Developing a world-class cadre of insurance leaders at Tawuniya
- Spreading insurance expertise to Tawuniya’s clients and partners
- Educating participants about P&C insurance best practices
- Improving the technical skills and expanding the knowledge of P&C professionals
- Building stronger relationships with clients and partners via employee development partnerships
- Providing a professional certification via the Chartered Institute of Insurance (CII) to participants with the aim of improving their prospects at Tawuniya and in the insurance sector at large
Employee health and well-being
As is the nature of Tawuniya’s business, the Company is committed towards protecting its employees from preventable injuries and illness in the workplace by creating a healthy and safe work environment. With the implementation of a dedicated Health and Safety Policy, Tawuniya performs regular assessments, building inspections, and employs marshals who monitor workplace safety and identify potential hazards.
The Company has introduced dedicated workplace safety training programs to prepare employees for a range of workplace risks, resulting in zero complaints on workplace safety over the past few years.
Additionally, Tawuniya also conducts thematic events and campaigns throughout the year to raise awareness on a number of health conditions. In 2022, Tawuniya launched a breast cancer awareness campaign under the slogan “Stop your life a moment”, promoting early checkups with a checkup station for its employees.
Customers
Tawuniya’s continued the digitalization of its customer journeys has resulted in a more enriched and interactive customer experience, engaging with customers through multiple channels, to better understand customer needs, and to meet those needs through innovation and by offering affordable, accessible, high-quality insurance solutions.
Customer Satisfaction
Tawuniya has maintained its repute for exceeding customer expectations with superior customer experiences and a commitment to service, key drivers of Strategy 2025, and of Tawuniya’s growing customer loyalty. Tawuniya regularly assesses customer satisfaction using two measures:
- Net Promoter Score (NPS)
- Customer Satisfaction Score (CSAT)
Tawuniya Ithra
The first loyalty program of its kind in the Saudi insurance sector, Ithra is designed to enrich the lives of Tawuniya policyholders with numerous benefits and discounts across a growing partner network that includes family entertainment providers, sports clubs, vehicle maintenance and delivery services, among others.
Ithra loyalty benefits
All Tawuniya insured drivers are offered the opportunity to take advantage of special discounts on a wide range of vehicle services and products that are supplied by distinguished partners and can be availed by motor insurance customers who are registered under the Tawuniya Ithra loyalty program.
The Company’s operational role as an insurer also results in the claims process being one of Tawuniya’s metrics in improving customer satisfaction. Tawuniya prides itself for its automated and digitized claim resolution process with one of the lowest average settlement times in the local insurance sector.
Additionally, the Company launched Tawuniya Vitality (page 23) and Tawuniya Drive (page 26), two programs that support the health and well-being of customers through the integration of behavioral science, smart tech, data and incentives. During the year under review, Tawuniya Vitality promoted female fitness, rewarding those who engaged in workout sessions regularly. One of Tuwaniya Vitality’s highly demanded incentives during 2022 were the World Cup Tickets to Saudi National Team games at the 2022 FIFA World Cup. To mark the second anniversary of the launch and success of Tawuniya Vitality, the Company rewarded each of its Platinum members with 10,000 Al-Fursan miles.
Tawuniya Vitality and Tawuniya Drive play an important role in helping customers adopt healthier, more sustainable habits, which will benefit society for years to come.
Tawuniya Health Zone also conducted 101 events and 27 Healthy Eating Workshops. Other health and well-being initiatives held in 2022 include a life coaching workshop, CPR and Yoga sessions and 30 TAJ activation promotions.
Community
Tawuniya’s Corporate Social Responsibility (CSR) Strategy is built on four pillars:
- Health
- Safety
- Productivity
- Environment
Tawuniya evaluates and analyzes its social responsibility programs, from selection phase to completion and follow-up, and adjusts its approach to CSR projects accordingly, carrying out multiple CSR initiatives each year to create the most impact across target groups and communities. These include annual events such as Ramadan contribution. In 2022, Tawuniya and its employees participated in a campaign during Ramadan, donating SAR 100,000 through the “Ehsan” platform, demonstrating the Company’s active social role, and belief in the values of the Kingdom.
The Company primarily uses social media – a key communication channel – to educate the public about issues, developments, and topics related to Tawuniya’s service offering including educational resources for female drivers, healthy eating guides and extreme weather conditions.
Additionally, Tawuniya extends free medical claims to selected non-profit organizations in Saudi Arabia, while educating society through a dedicated campaign to promote financial literacy.
