Select a channel to do
an ethics consultation or a complaint.

What is it?

A confidential space to communicate with the Ethics and Compliance Committee, in case you have any complaint or query about acting ethically or identifying any situation that you consider contrary to our Corporate Principles.

It is aimed at all of our stakeholders: collaborators, shareholders, clients, suppliers, distributors and intermediaries, and the general community.

Complaints are investigated according to previously established internal procedures, which guarantee the impartiality of the investigation, preventing possible conflicts of interest in case management. The results of the investigation are communicated to the informats.

You can provide your name and contact information, but it is not necessary to identify yourself and you can do so anonymously. The system has the option to follow up on your complaint or query through the filing number that will be assigned to you.

Remember that through the Ethics Line you can also make inquiries about ethical behavior, which will be resolved in light of the Corporate Principles, the definitions given in the Code of Conduct, Code of Good Governance and the internal policies of the Company.


How to make the complaint or inquiry successful?

Stay in touch: having the ability to contact whoever complains or inquires is a key factor in the success of an investigation or in responding to a query. That is why it is important that you follow up on your complaint or query so that you will be able to know the progress of the process, respond to our concerns or expand the information. You can leave us a means of contact without having to reveal your identity.

Tell us all the details: the more information, the higher the chances of confirmation.


How do I follow up on a complaint or query that I have submitted?

When you finish filing your complaint or inquiry, you will receive a filing number. With this number you can track the status of the process and check the messages we have sent you if you have decided not to provide your contact information.


What happens after I report the query that you want to provide more information?

At any time, an informant can access the Ethics Line to provide new information or inform him of any recurrence, using the root code informed at the time of filing the complaint or query.


How does it work?

The receipt of complaints and inquiries is managed by EthicsGlobal, an external company totally independent from SURA AM, which is also a specialist in the matter; In this way, it seeks to guarantee the transparency and seriousness of ethical management and respect for the rights of informants.

We have various channels for receiving complaints or inquiries to the Ethics Line, all of which are managed by EthicsGlobal:

  1. Through this portal you can fill out a form in which all the information necessary to carry out the investigation will be requested.

  2. By phone, to the following lines:


    Brasil 0800-8923-392
    Chile 0800-914-501
    Colombia 01-800-5189191
    Mexico 800-04-38422
    Panama 836-5888
    Peru 0800-78424
    Dominican
    Republic
    200-9643
    Uruguay 000-416-205-6395


    In which you will be attended by an expert in attention to complaints and ethical queries from the EthicsGlobal company.

  3. You can also file your complaint or query by writing to the email suramericana@sistemaetico.com or through the Chat that you will find on this page.

  4. Through the EthicsGlobal App

    Download the app on Google Play or App Store

    Log in to the app, write the code or scan the QR code and answer the questions.



Whichever means you choose, complaints or inquiries will be treated confidentially and anonymity is guaranteed for those informants who require it.

Complaint Management Procedure

1. Reception

Complaints may be submitted through the various channels provided by the Company and will be centralized by the Corporate Legal Affairs Management of Suramericana, who will be responsible for compiling the information and, when possible, seeking as many details as possible about the facts.

The complainant may file the report anonymously; however, in cases where they choose to reveal their identity, the Company will guarantee strict confidentiality and establish measures to prevent retaliation against them.

Each complaint will be assigned a unique folio number based on when it is received. This number will serve to identify and track it.


2. Classification and Transfer

Complaints received by the Company through any of the enabled channels will be classified according to the subject matter and/or the position of the person being reported. This is to determine whether the reported facts fall under the Committee's jurisdiction and can be assigned to the competent area for analysis, thus ensuring timely, objective, and confidential management of each case.

When a complaint is received regarding a fraud event, allegedly involving a member of Suramericana's senior management, it must be reported directly to the Audit and Finance Committee.

If the received complaint pertains to another company within the SURA Business Group and is not within its jurisdiction, the Committee will refer it to the competent authority for management.


3. Investigation

Once informed of the complaint, the Committee must manage the necessary investigation to verify the reported facts and decide within ten (10) business days from receiving the investigation results. This term may be extended once by the Committee.

The Committee may hire external experts or specialized audits to support the investigation and analysis of cases, as well as to gather evidence deemed necessary. It may also seek advice from various areas of Suramericana when their knowledge and expertise are required. These areas will generate a report that will serve as input for the case resolution.

The investigations will fundamentally respect due process, the right to defense of those involved, and the right to confidentiality.


4. Decision

Based on the analysis and investigation of the received complaint, the Committee will issue a decision determining the measures, sanctions, or corrective actions to be implemented.

If it is proven that a Company employee has engaged in conduct violating the Code of Conduct, the Ethics Committee will decide on the appropriate sanction, following the guidelines established in the Internal Work Regulations, and will communicate its decision to Human Resources to proceed with the respective process established by the Company, in accordance with applicable administrative and legal procedures, always observing internal and external regulations.

In cases where it is not possible to prove the reported conduct, the case will be closed.

In both cases, the decision must be recorded in the minutes of the respective meeting and will be communicated to the complainant if they provided contact information or through the application if the complaint was anonymous.


5. Reconsideration

The Committee's decisions may be subject to reconsideration by the involved parties before the same Committee within five (5) business days following the communication of the decision. The Committee must rule on the reconsideration within no more than ten (10) business days from receiving the request.

Once this process is exhausted, the decision will become final.


Consultation Management Procedure

1. Reception

Consultations related to ethical matters, including those concerning the application of the Code of Conduct and other internal regulations that develop it, may be submitted through the various channels provided by the Company and will be centralized by the Corporate Legal Affairs Management of Suramericana, who will classify them according to the subject matter, assign them to the competent area for analysis, and, in general, carry out the necessary steps to resolve them. For this purpose, they will have a maximum period of ten (10) business days, extendable once for an equal period.

The Corporate Legal Affairs Management will elevate to the Ethics Committee those consultations requiring its pronouncement, which will meet to provide guidelines and/or a definitive response.

Each consultation will be assigned a unique folio number based on when it is received. This number will serve to identify and track it.

Service operated by EthicsGlobal: