What challenges did SulAmérica face before AI implementation?

Different partner systems and terminologies made clinical data arrive in a decentralized way, preventing a 360-degree view of policyholders. Sending data to the health management CRM could take over 24 hours, which did not meet business needs.

What was the impact of the AI solution?

Over 5 million requests are handled every day. Zero unavailability in production. Processing time to send information to the CRM fell from 24 hours to 3.5 minutes. Internal users received a single interface with synthesized data for decision-making.

Source

GCP

SulAmérica drives interoperability and improves the use of data with the Cloud Healthcare API

Use case typeAI development platformUpdated Jun 13, 2026

SulAmérica centralized and organized medical data from hospitals, physicians, and laboratories using Google Cloud's Cloud Healthcare API as an interoperability hub. The company standardized partner data to HL7-FHIR, integrated external partners through authentication and authorization, and routed standardized data through other Google Cloud services into its CRM and internal audience. The platform handles more than 5 million requests per day with zero production unavailability and reduced CRM processing time from about 24 hours to 3.5 minutes.

Organization: SulAmérica
Industry: Insurance
Location: Brazil
Published: April 2021

Reported outcomes

24 hours

timeTime & speed

3.5 minutestime

Strategic outcomes

New product / capabilityCentralized healthcare data in an interoperability hubRisk & complianceProtected partner data access and transferBetter decisions & insightProvided a single interface for decision-makingNew product / capabilityStandardized external partner data integration

Primary read

Use case focus

Showing 3 of 3

1Healthcare interoperability
2API management
3Data integration

Different partner systems and terminologies made clinical data arrive in a decentralized way, preventing a 360-degree view of policyholders.
Sending data to the health management CRM could take over 24 hours, which did not meet business needs.

Adopted Google Cloud's Cloud Healthcare API to implement the FHIR protocol and centralize healthcare information in a managed interoperability hub.
Used Apigee and IAM with consent management for protected partner access and controlled transfer rates before data reached the CRM.
Applied the platform operationally starting in April 2021 after work that began in 2020.

Technologies

Cloud Healthcare API Apigee Identity and Access Management

Over 5 million requests are handled every day.
Zero unavailability in production.
Processing time to send information to the CRM fell from 24 hours to 3.5 minutes.
Internal users received a single interface with synthesized data for decision-making.

Architecture

SulAmérica built an interoperability platform around Google Cloud's Cloud Healthcare API to standardize healthcare data to HL7-FHIR, authenticate and authorize external partner access through Apigee and IAM, and route persistent standardized clinical data through Google Cloud services into the CRM with controlled transfer rates and encryption in FHIR stores.

Sources & evidence1

Groundedness: 5/5Type: Customer StoryPublished: Apr 1, 2021Publisher: Google CloudEvidence: PrimaryConfidence: High

Primary source

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Customer evidence