In today’s age of digitisation, customers are constantly looking for experiences that are convenient, fast, secure, and easy to use. Wataniya Insurance, a renowned name in Saudi Arabia for their diverse portfolio of insurance products, are recognised for taking big steps towards these evolving customer expectations. They believe that the final payment step can be a moment that can strengthen, or lose, their customers’ trust.

In order to enhance their customer experience, Wataniya Insurance collaborated with Amazon Payment Services in 2024 to provide their customers with a seamless way to pay for Wataniya Insurance policies - whether purchasing for the first time or renewing existing policies. Because for Wataniya, it’s not just about speed. It’s about care.  

The Challenge: Modernising the Insurance Payment Experience

Wataniya Insurance observed that about 5% of its customers preferred instalment plans, while others increasingly leaned toward newer digital payment methods such as STC Pay, Apple Pay, and Buy Now, Pay Later (BNPL) services. However, the company faced several challenges that hindered this digital shift. There was a lack of support for popular digital wallets like STC Pay and Apple Pay, and customers had no option for flexible payments such as BNPL. Additionally, Wataniya grappled with high transaction failure rates, frequent dropouts during payment, and operational inefficiencies.

As the insurance industry moves towards more digital and customer-centric models, Wataniya recognized the urgency of modernizing its online payment experience. Customers were demanding faster, safer, and more convenient payment options that matched their everyday digital habits—whether through mobile wallets or instalment plans.

The Solution: Partnership with Amazon Payment Services

To address these challenges, Wataniya Insurance partnered with Amazon Payment Services to implement a flexible, scalable, and secure payment system that caters to the evolving needs of its customers. This collaboration extended beyond technology, redefining the customer experience at the final stage of the payment journey.

The integration introduced support for multiple payment systems, including payment links, Apple Pay, STC Pay, and BNPL via Tabby. A redirection-based checkout allowed for smoother and more secure transitions, while real-time transaction confirmations, and advanced fraud prevention protocols enhanced trust and reliability. Smart routing and automation also reduced reconciliation errors and eased operational workload.

As a result, Wataniya Insurance customers now enjoy a more seamless and secure transition to the payments page, with fewer failed transactions, and faster checkouts. These enhancements have translated into improved customer satisfaction and increased conversions, as reflected in both metrics and feedback.

The Results: More than Just Payments

The partnership delivered a tangible business impact across multiple areas:

  • 80% increase in successful payment volume, leading to higher revenue capture
  • 3x increase in processed transactions compared to the previous provider
  • Channel expansion through new payment methods:
    • STC Pay: ~SAR 438,000
    • Tabby (BNPL): ~SAR 5.2 million

Beyond revenue, the integration reduced manual reconciliation errors and minimised transaction failures.

The Road Ahead

Wataniya Insurance has seen a significant improvement after their integration with Amazon Payment Services, making their payment journey more than an operational formality, but turning it into an opportunity to demonstrate care, flexibility, and convenience.

With a scalable and secure way to pay at its very core, Wataniya Insurance is well-positioned to maintain its position as one of Saudi Arabia's premier insurers, providing protection not only as a product but as a simple, safe, and empowering experience.