When the World Stops, Who Do Travelers Trust? Travel is often associated with excitement, discovery, and new experiences, but behind every journey lies the possibility of unexpected challenges.
A missed flight, a medical emergency, or an unexpected crisis abroad can turn a journey into a moment of uncertainty. In those moments, trust becomes more than a promise; it becomes a lifeline.
Leading this responsibility is Pilar Lozano, CEO and President of Grupo Coris LATAM, whose journey from insurance professional to industry leader has been shaped by resilience, empathy, and a vision for the future of travel assistance.
By envisioning combining technology with human care, empowering people, and building a culture rooted in trust, Pilar continues to redefine what it means to support travelers when they need it most.
Where curiosity became a calling
Pilar Lozano’s journey in the insurance industry began with a simple curiosity. As a child, she would read the life insurance policy documents her mother kept at home, unknowingly taking the first steps toward a lifelong career in personal insurance.
She started with vehicle insurance inspections before moving into life insurance sales, meeting clients wherever they were, from corporate offices to sugarcane fields, often in 40-degree heat. Those early experiences taught her resilience, adaptability, and the importance of understanding people on a personal level.
More than 24 years ago, she entered the world of travel insurance at AIG, where she served as Regional Sales Manager before becoming National Director of the Accident and Health (A&H) division across Colombia and Argentina. In 2012, she took on the role of CEO of Grupo Coris LATAM, dedicating her career exclusively to travel assistance.
By then, travel insurance had become more than a profession. It was about anticipating the unexpected and supporting travelers during some of their most vulnerable moments away from home. Today, her deep industry expertise, combined with her ability to build opportunities across the travel and tourism ecosystem, continues to strengthen her leadership and drive Grupo Coris LATAM forward.
When the world stopped traveling
The COVID-19 pandemic was not an easy time for anyone, and it was no different for Pilar. For someone leading a company in the travel assistance industry, the crisis brought challenges unlike anything she had experienced before. With international borders closed and global travel coming to a standstill for nearly a year and a half, Grupo Coris LATAM faced one of the toughest periods in its history. Yet, even as operations across several markets were temporarily paused, the company never stepped away from its purpose.
Pilar and her team continued supporting travelers around the world and partner travel agencies, providing assistance, guidance, and reassurance when it was needed most. At the same time, the company remained committed to its people, successfully navigating the crisis without laying off a single team member.
Pilar Lozano says, “Uncertainty has never been something to fear”. Instead, she believes in preparing for it by asking one simple question: “What is the worst that could happen?” From there, she focuses on creating clear, measurable action plans that reduce risks before they become reality. Guided by confidence in her team’s abilities and a positive mindset, she has always believed that even the most difficult situations offer an opportunity to learn, adapt, and emerge stronger. This outlook has not only helped Grupo Coris LATAM overcome challenging times but has also become one of the defining principles of her leadership.
Trust at the heart of every journey
In the travel assistance industry, trust isn’t built with promises; it is earned through every interaction. Pilar Lozano has always believed that caring for travelers begins long before they need help, and that belief has shaped the way Grupo Coris LATAM operates.
Unlike many companies that see travel agencies as just another sales channel, Grupo Coris LATAM has built its business around them. For more than two decades, the company has worked closely with its travel agency partners, treating them as an extension of the team. By aligning goals, investing in training, and maintaining high service standards, the company ensures that both its partners and travelers can place their confidence in the brand.
Supporting this approach are three key strengths: a global network of trusted medical providers, 24/7 personalized assistance in the traveler’s own language, and continuous investment in technology that allows the team to focus on delivering fast, reliable, and compassionate support when it matters most.
To Pilar Lozano, growth has never been about being the biggest player in the market. Her focus has always been on being the most dependable. She believes that when travelers find themselves in unfamiliar and often stressful situations, knowing they can count on Grupo Coris LATAM is what truly sets the company apart.
The future of travel assistance
“Without a doubt, one of the most pressing challenges today is learning how to use artificial intelligence effectively,” says Pilar. She believes the future belongs to organizations that combine intelligent technology with genuine human care. In an industry shaped by uncertainty and moments of distress, trust will be built by companies that use innovation to deliver faster, smarter, and more compassionate support.
None of this would have been possible without Francisco Rodrigo, Vice President of Grupo Coris LATAM, who has stood alongside Pilar Lozano for more than a decade. Together, they have helped shape and strengthen the regional travel assistance market, building a partnership rooted in trust, shared vision, and a lasting commitment to the industry. His support and collaboration have been an important part of Pilar’s journey and the continued growth of Grupo Coris LATAM.
AI as the next growth driver
- Leveraging artificial intelligence to transform every aspect of the business.
- Upskilling teams across every department to work effectively with AI.
- Using technology to enhance both customer experience and operational productivity.
Building an AI-ready organization
- Encouraging a culture of adaptability and continuous learning.
- Organizing and prioritizing AI-driven transformation projects.
- Bringing in the right subject-matter experts to accelerate innovation.
Technology with a human purpose
- AI is designed to support people, not replace them.
- Automating routine processes so teams can focus on meaningful human interactions.
- Ensuring employees are fully present when travelers need empathy and reassurance the most.
“In an industry defined by moments of distress, that distinction — technology in service of empathy, not in its place — will define who travelers truly trust.”
Creating a culture where people drive every success
Pilar believes that every successful organization is built on its people. While technology and operational excellence continue to shape the future of Grupo Coris LATAM, she sees them as tools that empower people, not replace them. As teams focus on executing strategy and developing new technologies, Pilar and her leadership team concentrate on looking ahead, staying in tune with changes in the market, the economy, society, and technology so the company is always ready for what’s next.
Just as importantly, she places great value on creating an environment where employees feel supported and appreciated. At Grupo Coris LATAM, employee wellbeing is more than an initiative; it’s a core part of the company’s culture. From performance-based incentives and role-specific training to celebrations of important milestones and regional and international team experiences, every effort is designed to help employees grow, stay motivated, and feel connected to the organization.
The company also regularly brings together leaders from across different countries to review results, exchange ideas, and set future goals. These conversations strengthen collaboration, encourage accountability, and ensure everyone is working toward the same vision. For Pilar Lozano, this culture of trust, continuous learning, and shared purpose is what enables Grupo Coris LATAM to consistently improve its service and deliver on its promise to travelers and partners around the world.
A reputation earned through trust
The achievement Pilar values most cannot be found on a shelf of awards. It is the trust Grupo Coris LATAM has built over the years. By consistently delivering on its promises and supporting travelers and partners with reliability, the company has established a reputation that continues to set it apart across Latin America. That credibility, developed through years of consistency and commitment, has become the foundation of the company’s long-term success.
Along the way, Pilar Lozano has also become a respected voice in the tourism industry. Through her work and participation in major tourism events across the region, she has built a reputation as a leader who embraces challenges, inspires others, and promotes a balanced, people-centered approach to leadership.
Her journey has been marked by several notable recognitions, including:
- Premio Bitácora 2024: Argentina’s highest tourism recognition, awarded for her leadership as CEO and for being recognized as a visionary businesswoman alongside leading airlines, hotels, and tour operators.
- Best CEO Award 2025: Selected as one of only 30 executives worldwide in the Tourism and Hospitality category from a pool of more than 700 nominated CEOs.
- Industry Thought Leader: A regular speaker at leading tourism forums, including the CAT Women Summit by the Cámara Argentina de Turismo (CAT), FIASEET, the Ibero-American network of women tourism executives, and FEMTUR, an international forum that promotes women’s leadership in tourism.
- Most Influential CEO 2026: Honored by CEO Monthly as “Most Influential CEO 2026 – Travel Assistance Leadership – Latin America,” recognizing her vision, leadership, and contribution to the industry.
- Leading Travel Assistance & Emergency Support Provider 2026: In the same year, Grupo Coris LATAM was recognized by CEO Monthly as “Leading Travel Assistance & Emergency Support Provider 2026 – Latin America,” highlighting the company’s commitment to innovation, exceptional service, and putting people first.
While these awards are meaningful, Pilar sees them as a reflection of something much bigger. They represent the dedication of her team, the trust of her partners, and the relationships the company has built over the years. For her, real success comes from creating lasting value, earning people’s confidence, and making a positive difference in every journey the company supports.
Vision for the future
Looking ahead, Pilar Lozano envisions Grupo Coris LATAM continuing to make a meaningful contribution to the travel and tourism industry while creating value across the entire ecosystem. Her vision goes beyond expanding the business; it’s about strengthening the industry through innovation, trusted partnerships, and technology that enhances both the customer and partner experience.
As the company grows, Grupo Coris LATAM aims to expand its presence across new markets in Latin America through strategic regional expansion. At the same time, Pilar remains focused on building lasting relationships with loyal clients and distribution partners, delivering exceptional service that keeps customers satisfied, and creating an environment where employees can continue to grow both personally and professionally.
To Pilar Lozano, sustainable growth is achieved when technology, people, and purpose move forward together, creating long-term value for everyone connected to Grupo Coris LATAM.
Leadership snapshot
| Growth Philosophy | Lifelong learning shapes Pilar Lozano’s leadership. She draws inspiration from business anthropology, coaching, the science of happiness, holistic practices, and technical expertise, viewing them as one continuous journey of growth. |
| Daily Habits | Meditation, healthy eating, quality sleep, hydration, self-reflection, and holistic practices keep her balanced and focused. |
| Personal Milestones | Completed a Half Ironman and 100 km cycling races, strengthening resilience, discipline, and endurance. |
| Staying Future-Ready | Explores emerging technologies, engages with business and industry groups, and embraces continuous learning. |
| Purpose | To develop leaders, drive innovation, share knowledge, and inspire others through her work as a CEO, author, speaker, and mentor. |
The mindset shift that changed everything
| Before Leadership | Today |
| Improvised entrepreneur | Purpose-driven leadership |
| Reactive decisions | Legitimizing abilities, integrating being |
| Need to prove her worth | Integrated wellbeing |
| Constant urgency | Mentor and author |
| Career as ego identity. | Legacy as identity |
Open letter
Dear Readers,
Follow your intuition and turn it into purpose. Set clear goals and bring them to life through a business plan, no matter how modest. Simply having an idea that can create opportunities and prosperity for yourself and others is already a powerful first step; you don’t need major investors.
Make sure the product or service you launch is accompanied by the gift of service, so that it positively impacts the entire value chain and all of Porter’s five forces, in a way that is a Win-Win for everyone.
Try to think three steps ahead, imagining what the future could look like; that is the next step of the project, accepting that it is a path of continuous learning and that failures are part of the journey.
And finally, absolute gratitude for everything that takes shape in every project, giving yourself permission to enjoy the achievements — or nothing will make sense.
From Pilar Lozano,
CEO and President, Grupo Coris LATAM
A day in Pilar Lozano’s life
- 6:00–7:00 AM | A Purposeful Start
Prayer, gratitude, morning reflections, and a review of regional priorities across each country. - 7:00–7:50 AM | Family First
Quality time with her daughter before school. - 8:00–9:30 AM | Energy Boost
Gym sessions almost every day are her “daily dose of dopamine.” - 11:00 AM–1:00 PM | Leading with Strategy
Regional leadership meetings, project reviews, and key business decisions. - 2:00–6:00 PM | Driving Growth
Overseeing AI initiatives, strengthening partner relationships, and mentoring future leaders. - 6:00–9:00 PM | Time to Recharge
Family moments, self-care, writing, or attending industry events. - 10:00–11:30 PM | Ending with Purpose
Writing, mentoring, connecting with friends, and advancing personal projects.
Quick takes
- Go-To Productivity Tool
AI-powered workflows that automate case administration, giving teams more time to focus on travelers instead of paperwork. - Words to Live By
“Always seek more, because with love, faith in God, the energy of the universe, and a clearly defined Ikigai, anything is possible.” - Advice for Future Leaders
“Say yes before you feel ready. Preparation comes afterward, not before.”
Key takeaways
- Lead with Purpose, Not Position
- Turn Uncertainty into Opportunity
- Let Technology Amplify Human Connection
- Never Stop Growing
- Build Trust Through Actions
