Supporting insurer Sura to modernize and thrive for over 25 years

About the client

Sura is a multinational insurer, serving both consumer and business customers across Latam, serving more than 44 million clients.

Key figures

$ 3 million

savings for Sura over the 9 years

97%

user satisfaction, well above the 90% KPI target

108%

compliance rate with KPI targets for calls answered within 20 seconds

118%

compliance rate with KPI target on NPS

Sura has been a Konecta customer since 1999; since then, technology, competition, and customer behaviors have changed radically and repeatedly.

Through that time, Sura has wanted a partner to help it navigate change successfully in its Spanish-speaking markets (and, later, in Portuguese in Brazil), achieving the highest standards of quality and effectiveness. This includes, but certainly isn’t limited to:

Continuously modernizing its operating model to make it simpler, more scalable, and more efficient, through a multi-solution digital platform. This includes healthcare interoperability, a super app, and a payment hub
Designing, implementing and operating ethical and secure processes that prevent and mitigate risks
Analytics and data management for seamless and secure exchanges between solutions and experience stakeholders
Expansion and consolidation processes in new countries, using a common service model and ecosystem covering people, processes, and technology

Konecta fuels Sura’s success with a vast range of solutions and services, from customer experience and employee experience to operations redesign and transformation. Across this range, its deep insights into Sura’s strategic needs and goals allow it to respond to and anticipate the insurer’s requirements. Opportunities identified and captured by Konecta include:

A technology solution that integrates applications, processes, and logistics into a secure, customizable and scalable model
End-to-end management of the mid-segment health policyholder lifecycle
Redefinition of Sura’s healthcare delivery models, to make them simpler, fail-safe, and timely
Comprehensive management of two key segments - commercial advisers, and health service providers – with differentiated care models that offer a first-rate experience

With these and other innovations, Konecta aims to help Sura win new business, raise service levels, operate more efficiently, and compete in a fast-moving marketplace.

Konecta uses its understanding of Sura and its sector to deliver solutions are highly customized - not just to the needs of the business but to individual business units, distribution channels, and user roles.

The results are testament to the power of this long-standing partnership and to Konecta’s ability to help Sura modernize and improve continuously, and include:

Customer satisfaction, NPS, and cost-per-transaction scores that far exceed the targets set by Sura
Implementation of innovative and successful service and operating models that have earned Konecta 4 national BPro awards and 5 Latam-wide ALOIC awards
Significant operating savings for Sura, through operational and human excellence and the redesign and transformation of operations
Consistent 100% ratings from Sura over the past five years

This alliance is built on a foundation of constant re-evaluation, allowing us to pivot and take responsibility when our metrics or strategies fall short. Our teamwork and communication enable us to overcome the obstacles of this fast-moving industry and continuously refine the processes we lead.

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