Eureka Case 30 min

The Number Nobody Owns

You are Rodrigo Pizarro-Valdés, 45, Head of Operations and Data at Seguros Aconcagua, a mid-size Chilean insurer in Santiago. In one week the company answered the same question — how many active customers do we have? — three different ways. The CEO has handed you a budget and told you to "fix the data."

The situation

Seguros Aconcagua writes auto, home and life policies — about 540,000 of them, 310 employees. Last month three documents left the building in five days. The regulatory filing to the CMF reported 418,000 active customers. The board deck said 447,000. The reinsurance renewal model assumed 392,000. Nobody can say which is correct, because "active customer" is defined differently in every system that holds it — and no single person is accountable for the definition.

The same week, a cross-sell campaign mailed 9,000 customers offers for products they already owned. The CMF sent a letter asking about your data controls. The CEO's instinct is clear and loud: "Buy us a proper system. A data lake. Whatever the big insurers have. I don't want to hear about this again."

Your job in this case: diagnose why one question has three answers, then decide how to fix it — and decide what "it" actually is. The budget is real. So is the temptation to spend it on the wrong thing.

The decision

How do you fix the data?

  • A · Buy the platform
  • B · Run the cleanup project
  • C · Assign ownership

The rest of the case is locked

The data, the calculations, the decision itself and what happens next open with your institution's access code.

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