Published Online:December 2025
Product Name:The IUP Journal of Effective Executive
Product Type:Article
Product Code:IJEE011225
DOI:10.71329/EffectiveExecutive/2025.28.4.37-46
Author Name:Stephanie Jones and Lama Quedan
Availability:YES
Subject/Domain:Management
Download Format:PDF
Pages:37-46
This paper examines the role of leadership in corporate client retention within Kuwait’s medical insurance sector. Using a qualitative design, semi-structured interviews were conducted with 17 participants, including seven insurance executives, eight corporate HR managers, and two managers from third-party administration (TPA) companies. The study highlights that client retention is influenced less by pricing or coverage, and more by leadership vision, responsiveness, and strategic alignment. Key themes include executive engagement with clients, TPAs as strategic partners, the impact of digital transformation on client experiences, and leadership practices in shaping retention. Thematic analysis of the qualitative data provided an empirical basis for these insights.
In Kuwait’s dynamic medical insurance market, corporate client retention has become a critical leadership responsibility. While price competitiveness and policy coverage are important, this study suggests that they are no longer sufficient to ensure loyalty