Overview and key figures
Zurich Santander Brazil is a joint venture between Zurich Insurance Group and Banco Santander, created to deliver insurance products at scale through Santander’s banking ecosystem.
As the largest Zurich Santander geographic operation, it serves a broad customer base across multiple insurance lines and operates in a high-volume, highly competitive Brazilian market, where speed, personalization, and operational efficiency are critical.
11% market share
Insurance in Brazil
9 500 000 customers served
Across 7 lines of business
350 employees
In Brazil
+1 100 000 insurance quotes
Processed per month via physical and digital channels
+140 000 calls
Customers managed by the contact center
A composable, AI-driven digital architecture for end-to-end business orchestration
Key features:
Process decoupling from legacy systems, enabling faster change without core replacement
Unified product lifecycle management using Pega Product Builder, from ideation to customer presentation
Omnichannel submission aggregation, capturing data automatically from all channels
AI- and data-driven pricing, enabling personalized quotes across products and segments
End-to-end automation of underwriting and claims processes
Use of AI, OCR, and machine learning to analyze documentation and reduce manual effort
Agile configuration over custom coding, reducing dependency on IT and accelerating time to market
Results:
✅ 50% reduction in time to market for new products
✅ 80% efficiency gain in the product model
✅ 1.1M+ personalized quotes generated per month
✅ 65% of customers migrated to digital claims services
✅ 30% reduction in claims payment time
✅ +20-point increase in Claims T-NPS, reflecting improved customer experience