<p>As digital platforms are increasingly used in Islamic insurance services, understanding how consumers react to technology advancements is crucial for improving service delivery and satisfaction. The paper is a unique study that focuses its attention on perceived complexity, and technological anxiety, and risk, predicting customer satisfaction in the Takaful Insurtech, which is a culturally sensitive setting. Data from 300 Takaful policyholders was analysed using Structural Equation Modelling through Analysis of Moment Structures (SEM-AMOS). The findings revealed that perceived complexity with a beta value of 0.234 and technological anxiety (0.136) have a positive influence on customer satisfaction, while perceived risk had no significant effect. The results suggest that simplified digital interfaces and emotional comfort can improve user experience. The study underscores the necessity for integration of technology and innovation in the field of Islamic insurance. To increase customer satisfaction and achieve financial inclusion, Takaful operators should aim at simplifying Insurtech platforms and alleviating technology-related anxiety by designing better interfaces, educating customers, ensuring good data privacy, and adhering to Bank Negara Malaysia regulations. This approach can enhance customer satisfaction, promote financial inclusion, and provide secure, simple, and emotionally supportive Insurtech experiences.</p>