How scores work

Name: Saudi insurer customer ratings by criterion
License: https://creativecommons.org/licenses/by/4.0/

Every week we read public reviews of Saudi insurers, split each review into specific criteria, and compare companies on each criterion separately.

Sources

Google Maps reviews of every branch in Saudi cities.
X posts mentioning the company, excluding news, ads and the company's own posts.
Reviews of company apps on the Saudi App Store and Google Play.
Companies come from the Insurance Authority's licensed list.

An AI model (Claude) reads each review and extracts the criteria it mentions as praise, complaint or neutral, with an exact quote.
Criterion score = praise ÷ (praise + complaints), weighted by recency: a review's weight halves every 12 months.
A score is shown only with 30 or more mentions; the sample size is always shown.
The big number is relative: the share of other companies this one beats on the criterion, because public reviews skew negative for everyone.
Ribbons: gold above 80%, silver above 60%, bronze above 40%.
Trend: the last 6 months against the 6 before.
Complaint index: share of complaints ÷ share of market premiums. 1.0 is average.

Unhappy customers write more than happy ones, so companies are compared with each other rather than on absolute numbers.
The AI can misread some reviews, sarcasm especially.
Reviews that look fake (generic praise naming an employee with no detail) are excluded.
The Insurance Authority publishes a monthly Complaints Index: complaints submitted to it per 10,000 insured, per company, for health and vehicle insurance. We show the latest figure with its source on the company page (checked 2026-11-06). Lower is better; it excludes complaints the company resolved before they reached the Authority.

Data is available under CC BY 4.0.