Complaints against Sanitas, Total Health and SURA grew while the rest of the EPS reduced their indicators, says Supersalud

The Colombian health regulator, the Superintendencia Nacional de Salud, has expressed concern over rising complaint rates among three major health insurance companies, Sanitas, Salud Total, and SURA, while the rest of the sector shows improvement. According to a statement released earlier this week, these three entities have recorded an increase in their complaint indicators between May and June 2026, contrary to the overall trend of declining complaints across the industry. The Superintendencia noted that the national average for complaints dropped from 37.57 in March to 35.04 in June, representing a nearly 7% decrease, indicating a positive shift in the performance of most health providers. The situation comes amid ongoing challenges within the country’s healthcare system, which has been under strain for more than three years. Reports indicate a decline in patient care quality, medication availability, specialist access, and service continuity. These factors have contributed to growing dissatisfaction among users. In response, the Ministry of Health has taken steps to recover misallocated funds, with officials suggesting that certain entities may be held accountable for unauthorized financial transactions. On Tuesday, May 28, representatives from SURA submitted an official request to the National Government seeking to withdraw from the national health system. This move follows mounting pressure and criticism over the company’s performance. The decision was reportedly based on internal assessments highlighting persistent issues affecting service delivery and user satisfaction. The Superintendencia emphasized that while the majority of health providers are improving their complaint metrics, Sanitas, Salud Total, and SURA are deviating from this trend. The agency warned that it will conduct inspections and monitoring activities to assess compliance with regulatory standards. If violations are found, appropriate sanctions could follow. “We observe with concern that, while the majority of EPSs are reducing their complaint indicators, these three entities are increasing theirs,” stated Juan David Duque, the Superintendence’s delegate for user protection. He added that the sector as a whole continues to show progress, but these companies are moving against that direction. In addition to the regulatory concerns, other organizations have raised alarms about broader systemic failures. A recent report from the Fundación Canguro highlighted that eight premature infants may have suffered preventable blindness due to inadequate medical care. Meanwhile, Afidro, another watchdog group, issued a warning regarding the operational status of the New EPS, raising questions about its ability to meet basic service requirements. The rising complaint rates among Sanitas, Salud Total, and SURA suggest deeper structural problems within these institutions. While the national average indicates some level of recovery, the divergence in performance highlights disparities in service quality across different providers. As the Superintendencia prepares to take further action, stakeholders remain watchful for potential interventions that could reshape the landscape of public health provision in Colombia. The coming weeks will likely see increased scrutiny and possible regulatory responses aimed at addressing these discrepancies.