Interdisciplinary Social Research

Background: In Saudi Arabia, health system reform under Vision 2030 has become digitised, and health insurance has been chosen as a key entry point among patients, providers, and payers. NPHIES and Sehaty are national platforms that should facilitate to increase the efficiency, interoperability, and transparency, but there is not much empirical data concerning the experience of frontline users. Aim: The proposed study aimed to assess awareness, usage, perceived benefits, challenges, as well as impact of digital transformation activities in Saudi health insurance through the lens of a multi-stakeholder perspective. Methodology: A survey was carried out as a cross-sectional study involving quantitative approaches with healthcare practitioners, insurance workers and people being insured. The digital awareness, usage, perceived challenge, perceived benefit, and perceived impact were measured using 5-point Likert-scale instruments. A total of 150 participants were recruited for the survey. Thematic analysis of open responses, regression models, correlation analysis, t -tests and descriptive statistics were used. Findings: The average scores in all dimensions of digital transformation were less than the middle of the scale (2.282.34), which means that the perceived value is low despite a well-developed digital infrastructure. Perception of benefits and impact were most strongly predicted by awareness (b⁻ 0.40 -0.50) and challenges had positive effects on both, indicating that the barrier was experiential and not resistance-based. Statistically significant differences in sectors in percent differences in favour of the private institutions (p=0.001). A significant (r > 0.79) and qualitative intercorrelation implied that the stakeholders view digital transformation as a sociotechnical process that is not scalable due to interoperability gaps, change management gaps, and equity issues. Conclusion: The structural aspects of digital transformation in Saudi health insurance are underway, but are limited by the organisation preparedness, usability gaps and minimal development of human capacity. The success of policies needs to be achieved through technology-focused implementation and entire socio-organisational change based on frontline experience.