The Role of Automation in Improving the Operational Efficiency of Insurance Companies :A Survey of the Opinions of a Sample of Insurance Company Employees in the Kingdom of Saudi Arabia

Abstract

Objectives: 
This study aimed to analyze the role of automation in improving the operational efficiency of insurance companies in the Kingdom of Saudi Arabia by examining the impact of technology adoption on the development of operational processes, productivity enhancement, and the reduction of operating costs. In addition, the study sought to identify the key benefits resulting from the adoption of advanced technological solutions. 

Methodology: 
The study adopted a descriptive-analytical approach and employed a questionnaire as the primary data collection instrument. The questionnaire was distributed electronically to a random sample covering 10 insurance companies and targeted 175 employees working across various departments, including claims, financial services, marketing, and information technology. A total of 150 valid questionnaires were retrieved and analyzed. 

Results: 
The findings revealed that automation significantly contributed to improving the operational efficiency of insurance companies by reducing claims processing time, enhancing data accuracy, and minimizing human errors. The results also indicated higher levels of productivity and job satisfaction among employees operating in automated environments. Moreover, customer experience improved as a result of faster service delivery and enhanced service quality. 

Conclusion: 
The study concluded that automation represents a critical driver in enhancing operational efficiency and strengthening the competitiveness of insurance companies in Saudi Arabia. Accordingly, the study recommended increasing investment in automation technologies, intensifying employee training, reviewing operational policies, and strengthening interdepartmental integration to ensure the successful implementation of digital transformation initiatives.