How Santalucia Doubled Fraud Savings in 3 Years with FRISS
Client
Santalucia Seguros
Challenge
Establish a comprehensive anti-fraud strategy covering the entire policy lifecycle, harmonizing preventive risk management and fraud detection. A fraud solution needed to support both current and emerging fraud models while integrating seamlessly into Santalucía’s ecosystem.
Solutions
• Personal lines Underwriting*
• Claims Analytics
• Enterprise Investigations
Results
• 110% increase in fraud savings within three years.
• 140% increase in closed investigations, supported by process improvements and staff training.
• 340% ROI in 3 years (3 euros saved per 1 euro invested).
• Fraud detection rates increased fivefold, from 0.9% in 2021 to an average of 4.6% over three years.
• Over 90% accuracy in fraud evidence detection.
• 86% of proven fraud cases resolved within 6 days, significantly improving customer experience.
• Implementation across 10 lines of business in just 5 months.
• Expansion into underwriting to proactively prevent fraud from the contracting phase.
Client
Santalucía is a Spanish insurance company with a proven track record in the market. Founded in 1922, it has positioned itself as one of the main insurance companies in Spain, offering a wide range of products and services to its customers.
The company focuses on providing insurance solutions for both individuals and businesses. The products Santalucía provides include life insurance, home insurance, health insurance, death insurance, savings and investment insurance, among others. These insurances are designed to cover several needs and offer financial protection in different areas of insured people's lives.
Santalucía stands out for its commitment to customer service, seeking to offer customised and personal service. The company strives to provide fast and efficient service, as well as fast and effective claims and complaints handling.
Santalucía also focuses on innovation and digitalisation, seeking to use technology to improve the customer experience and optimise its internal processes. This includes the implementation of online tools, such as smartphone apps and digital platforms, to facilitate insurance underwriting, policy management and client communication.
The Santalucia Group works to generate security for its customers with the service vocation for which they stand out. An important task is the fight against fraud as part of our commitment to creating an honest insurance environment and fulfilling our social responsibility to promote civic values.
Challenge
Santalucía launched a digital transformation plan with the objective of equipping all group companies with the digital and human capabilities needed to address both business challenges and internal transformation. Artificial intelligence and process automation, together with advanced analytics and the incorporation of new sales and interaction channels have been the group's technological focus in the plan.
At the heart of this 2025-2028 Strategic Plan was Santalucía's commitment to continuously improving the customer experience across both digital and traditional touchpoints. It is in this improvement that the fight against fraud takes on greater relevance. Accuracy and speed of response enables our honest policyholders to have a better response by reducing unnecessary waiting times.
Solution
When evaluating solutions, Santalucía required more than just speed and accuracy in fraud assessment. The technology also needed to integrate seamlessly with its existing ecosystem, provide comprehensive coverage across the full policy lifecycle, and adapt to emerging fraud schemes both now and in the future.
A strategic alliance was established between Santalucía and FRISS in 2021 as part of their Digital Transformation Plan. The choice was based on the platform's ability to analyze data in real time throughout the policy lifecycle, adapt to current and future fraud models, and facilitate frictionless decision-making for policyholders. This collaboration enabled the establishment of a joint strategy that ensured rapid, accurate, and effective integration.
Results
In the first three years since implementing FRISS solutions, Santalucía has standardized fraud processes across the group and achieved measurable business outcomes:
110% increase in proven fraud savings within the first three years.
140% increase in closed investigations, driven by streamlined processes and better training.
340% return on investment in three years, generating three euros for every euro invested.
Implementation across 10 lines of business in only 5 months.
Real-time fraud detection embedded into daily operations.
Fivefold increase in fraud detection rates, from 0.9% in 2021 to 4.6% average over three years.
Accuracy above 90% in fraud confirmation.
86% of fraud cases resolved within 6 days, improving customer service speed.
Advancing toward SaaS-based, digital workflows with secure and automated processes.
Improved honest customer service with faster, fairer claims handling.
Following its success in claims management, SANTALUCÍA has expanded its strategy with the integration of FRISS Underwriting, a solution that detects potential fraud from the contracting phase, thus strengthening its proactive prevention model and its commitment to service quality and customer protection.