Examinando por Materia "Seguros SURA - Colombia - estudio de casos"

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    Estudio de caso: variaciones de las primas de seguros Sura Colombia, producto de las experiencias que viven los clientes con el servicio durante el proceso de reclamación de la póliza de autos
    (Universidad EAFIT, 2018) Parra Giraldo, María Antonia; Cano Zuleta, Paula Andrea; Uribe de Correa, Beatriz Amparo
    The main idea of this thesis is to generate statistical and econometric models that explain the variations of SURA´s Insurance premiums as a result of the clients´ satisfaction with the service experience during the claim process of the automobile policy and the socioeconomic and demographic conditions of the customers independently if they have made claims for an accidents or not -- The results of surveys made by Seguros SURA during the claim process of 2015 to a random number of customers from Antioquia, Centro, Cafetero, Occidente and Norte region, were taken as an input as well as the socioeconomic and demographic data of the customers who have not made a claim -- The data was used to analyze the degree of the clients´ satisfaction in each stage of the claim process and the relation between their socioeconomic and demographic characteristics with the premium paid -- These results of the survey were included in multiple regression models as explanatory variables of the 2016 premium variations -- The result of this research confirms that managers should focus their efforts on increasing the quality of the claim process, optimize the definition of the requirements requested to perform the claim, enhance the customer service quality in the workshop and improve the complaint process quality, since they are the key links during the claim process and are those that maximize the value of car policies premiums -- On the other hand it was identified that SURA should focus its attention on male clients between the ages of 26 to 45 years old with incomes greater than 5 SMLV of the Antioquia region, with an education degree from high school to professionalization since they are the clients with the greatest potential of investment in car policies