UAE insurer Sukoon deploys AI voice bot to call customers proactively for renewals

Sukoon Insurance has launched an AI voice bot that proactively calls customers to renew car insurance policies, positioning itself as one of the region's first to deploy conversational AI for motor policy management. The system represents a fundamental shift from customer-initiated renewals to company-driven service.

The customer relationship reversal

Previously, motor insurance renewals required customers to navigate portals, complete forms, or wait on hold. Sukoon has reversed this dynamic by making the insurer call the customer.

The AI system contacts customers before policy expiration via natural conversation, confirms details, and sends secure payment links via SMS or WhatsApp. For customers who prefer human interaction, the bot seamlessly transfers to live agents without losing context.

This approach eliminates the traditional friction points that cause policy lapses — forgotten renewal dates, complex online processes, and busy phone lines during peak periods.

Winner-take-all dynamics in digital insurance

The voice bot advantage creates network effects: the more customers Sukoon retains through proactive outreach, the better its renewal data becomes, improving the AI's effectiveness. This virtuous cycle explains why insurers are investing heavily in AI adoption across the UAE.

"Our customers lead busy lives, and managing their insurance should be the easiest part of their day," said Hammad Khan, Interim CEO and Chief Financial Officer at Sukoon. "By introducing the UAE's first AI voice bot for motor renewals, alongside an ecosystem of smart tools, we are giving our customers their time back."

The strategic implication is clear: insurers that own the renewal conversation control customer retention, while those waiting for customers to initiate contact face increasing policy churn.

The broader AI ecosystem

Beyond voice calls, Sukoon has deployed AI across the entire customer journey. Customers who abandon online policy purchases receive personalised WhatsApp reminders to complete transactions. Call centre agents now have AI tools providing instant information retrieval and real-time guidance.

The company also conducts automated quality audits across 100% of customer calls, ensuring consistent service standards across all languages — crucial for the UAE's multilingual market.

This comprehensive approach mirrors broader trends where UAE companies integrate AI across operations rather than deploying isolated solutions.

Market positioning and scale

Sukoon serves 1.36 million insured members across the UAE and Oman, with gross written premiums of AED 7 billion in 2025. The company maintains strong financial ratings from S&P (A) and Moody's (A2) with a solvency ratio of 275%.

The voice bot rollout positions Sukoon to capture market share as the UAE insurance sector digitalises. With established players slow to innovate and new entrants lacking scale, Sukoon's AI-first approach creates competitive moats through superior customer experience.

AI solutions now live

The AI voice bot and supporting ecosystem are now operational across Sukoon's customer base. The company continues investing in digital solutions to maintain its position as the region's most innovative insurer.

For existing Sukoon motor insurance customers, the AI system will contact them proactively ahead of policy renewal dates. New customers can access the enhanced AI-supported call centre and WhatsApp reminder systems immediately.

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