In order to optimize the Auto Providers Network, it was performeda diagnosis of the internal context of Europ Assistance Portugal. Through internal expert interviews, data analysis and research, it was found that EAP faces pressure from its providers network, specifically dueto its low level sof digitalization, high refusalrate and overall complexity of internal processes and systems. In this regard, adeeper analysis was made in to the overall provider selection and activation process, with the goal of fully understanding the best wayto improveit ,keep inginmind the providers’ pain point
