Seguros SURA Insurance Help That Feels Immediate

We made a high-stress insurance journey feel clearer, faster, and more reliable for Seguros SURA policyholders across Latin America.

What was at risk

A high-friction service moment was putting trust at risk

Seguros SURA, one of Latin America's largest insurance groups, was looking to modernize their Answer digital platform. Policyholders had no reliable way to pay for services online, and when they needed roadside assistance, they had zero visibility into when their tow truck would arrive.

The result was frustrated customers flooding call centers for status updates, driving up support costs and eroding trust in the digital experience. Seguros SURA needed a solution that would bring their platform up to the real-time expectations of modern users.

Every unanswered "where is my tow truck?" call represented a failure in the digital experience — and an opportunity to rebuild trust through transparency.

What changed

What changed after launch

Payment Architecture Design

Mapped out the full payment lifecycle within the insurance context, designing flows for multiple payment methods with instant confirmation.

MercadoPago Integration

Integrated MercadoPago as the payment backbone, enabling policyholders to pay for services directly within the app.

Real-Time Tracking System

Built a live tracking system for dispatched services using Firebase, giving users location updates and estimated arrival times.

What we shipped

An experience that made help feel immediate

We integrated MercadoPago as the payment backbone, enabling policyholders to pay for insurance services directly within the app with multiple payment methods and instant confirmation. This removed the friction that was preventing digital service contracting.

In parallel, we built a real-time tracking system for dispatched services like tow trucks — giving users live location updates, estimated arrival times, and status notifications throughout the service lifecycle. Both features were built on Firebase for real-time data sync and React Native for a consistent cross-platform experience.

Results