This year’s Connections was full of insightful breakout sessions. One of the main themes many touched on was the dawn of intelligence insurance through AI. For Santalucía, this goes beyond technological innovation. The Spanish leader for assistance and burial insurance was looking for transformation that brings technology, organisation, and culture together in a way that was authentic to their mission.
To achieve this, the business deployed Guidewire InsuranceSuite and Guidewire Cloud, becoming the 100th Guidewire customer globally to leverage the Cloud platform.
During the Guidewire Connections 2025 breakout session - Guidewire’s 100th Cloud Customer: Optimizing a Full Suite and Ecosystem - the Santalucía team shared more about their journey.
Removing legacy applications
In Spain, assistance and burial insurance is very critical, and although it’s not mandatory to have this coverage, almost half of the market's population, roughly 20 million people, rely on these services. So, the need for robust and tailored offerings is considerable. Javier Casado, Director of Clients, Products, and Market Intelligence at Santalucía, highlighted the insurer’s need for digital transformation. He noted that the team wanted to evolve their value proposition and business offerings. In particular, they wanted to explore more personalised solutions. They also wanted to incorporate technology-led approaches to boosting customer engagement. They wanted to achieve all of this while mitigating the risks associated with legacy programmes.
Casado also stressed the complexity and scale of handling a comprehensive digital and operational overhaul in such a competitive and regulated market. Collaborating with the right partner was therefore critical for their mission.
Success thrives through partnership
With these criteria and obstacles in mind, Santalucía adopted Guidewire’s InsuranceSuite and Cloud platform into its core system. As a result, the company has been able to considerably improve their policy administration, billing, and claims management.
Through partnership with Guidewire, Santalucía has personalised its burial insurance products, providing flexible pricing and payment installments. The insurer also leveraged AI to predict coverage preferences, using customer profiles. Javier Sanchis, CIO at Santalucía, also noted that the AI-based technology had been used to support competitive analysis, assessment of market share, and market growth by province.
Moving to the cloud has helped Santalucía adjust to market changes and enhance customer experience through vigorous performance testing. Having a cloud-first approach helped the insurer to remain resilient, secure, and compliant.
According to Casado and Sanchis, the success of this transformation was deeply rooted in strong collaboration, transparency, and trust, which aligned closely with the culture of the insurer. Although Santalucía’s journey is not yet over, the team is now equipped with the knowledge, skillset, and external support to continue developing and innovating their value proposition.
Click here to view a recording of this session, and look out for more breakout session reviews in our Guidewire Connections 2025 blog series.