What Connect Assistance does

Connect Assistance is a Puerto Rico-based B2B and B2B2C assistance services platform founded in 2010, operating across five countries in Latin America and the Caribbean (Puerto Rico, Costa Rica, Mexico, Colombia, and Panama). The company designs, operates, and white-labels six categories of assistance services: roadside (towing, tire change, battery, fuel, locksmith), home (plumbing, electrical, locksmith, glazing), pet (emergency veterinary), claims management, international travel assistance, and concierge. It serves enterprise clients in insurance, banking and financial services, telecommunications, and automotive, integrating its services into partner brands via white-label or co-branded arrangements so that end customers experience the assistance as part of the partner's value proposition.

The platform is built on a proprietary technology stack: Connect App provides an omnichannel customer-facing interface (App and WhatsApp), Helios Web performs geolocation-based dispatch of the nearest provider, Helios App equips the provider network with photo, invoicing, and reporting tools, and EOS plus a Business Intelligence dashboard deliver analytics and strategic visibility to partners via APIs. A network of more than 3,000 validated regional suppliers enables real-time fulfillment, supported by 600+ employees and regional offices in each of the five markets. The company reports 70,000+ people assisted per month, 80,000+ cumulative assists managed, and a 97% satisfaction rate, with a Sura (insurance) case study showing a 60% churn reduction and a policy renewal rate improvement from 71.5% to 88.2%.

The business model is managed services: Connect prices each engagement via custom quotes based on service mix, volume, geography, and branding arrangement (white-label vs co-branding), under multi-year enterprise contracts. Revenue is generated through per-assistance fees, subscriptions, or usage-based pricing embedded in partner offerings. The company is privately held, founder-led, and bootstrapped, with no disclosed venture or private equity funding. It serves as an invisible operational extension of its enterprise partners, absorbing technology, provider management, logistics, and customer service burden while partners retain brand presence and customer relationships.

Name

Connect Assistance

Legal name

Connect Assistance

Website

https://connect.cr

Company type

Private

Founded year

2010

Operating status

Operating

Headcount range

501–1,000 employees

Short description

Connect Assistance is a Puerto Rico-founded B2B/B2B2C white-label assistance platform operating in five LatAm/Caribbean countries, delivering roadside, home, pet, claims, travel, and concierge services to insurance, banking, telecom, and automotive enterprises via proprietary technology and a 3,000+ supplier network.

Ownership category

akta.pro rank

Product category

Roadside and Home Assistance Services

NAICS

Support Activities for Road Transportation (4884), Other Support Activities for Transportation (4889), All Other Business Support Services (561499)

SIC

Transportation Services (4700), Services-To Dwellings & Other Buildings (7340)

akta.pro primary industry

Vehicle Services On‑Demand Platforms (Car Wash, Maintenance, Roadside) (BPAMAHAL)

akta.pro secondary industry

Assistance & Claims Management Platforms (FNOL, TPA Tech) (THALALAF)

Keywords

• Roadside assistance services
• Home assistance services
• White-label B2B assistance
• Claims management solutions
• Insurance assistance platform

Headquarters

HQ city

San Juan

HQ country

Puerto Rico

HQ region

Latin America

Offices5 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. White-label Assistance Services: B2B managed services where Connect designs and operates assistance solutions (roadside, home, pet, travel, concierge) under partner brands. Revenue generated through per-assistance fees, subscription arrangements, or usage-based pricing integrated into partner offerings.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels3 records

Core offering

Connect Assistance designs and operates white-label and co-branded assistance services (roadside, home, pet, travel, claims, concierge) for enterprise clients in insurance, banking, telecommunications, and automotive sectors across Latin America. The company deploys its proprietary Connect App, Helios Web, Helios App, EOS Analytics, and Business Intelligence platforms alongside a regional provider network of 3,000+ validated suppliers, enabling partners to offer differentiated assistance services without operational investment.

Product overview

Connect Assistance operates as a B2B/B2B2C assistance platform with a modular architecture. The core technology suite consists of Connect App (customer-facing omnichannel interface), Helios Web (geolocation-based dispatch platform), and Helios App (provider network management tool), supported by EOS (analytics) and Business Intelligence (dashboard/reporting) modules. The platform enables white-label or co-branding assistance services across six service categories: Asistencia Vial (roadside), Asistencia Hogar (home), Asistencia Mascotas (pet), Gestión de Siniestros (claims), Asistencia Viajes al Extranjero (travel), and Concierge. The company integrates its technology and regional provider network to offer assistance services to insurance, banking, telecom, and automotive sectors across Puerto Rico, Costa Rica, Mexico, Colombia, and Panama.

Differentiator

Problem solved

Functional benefit

Brands

• Connect App: Omnichannel application for end users to request, self-manage, and track assistances in real-time via App or WhatsApp.
• Helios Web
• Helios App
• EOS
• Business Intelligence

Products and services

• Asistencia Vial (Roadside Assistance) Roadside coverage including towing, extraction, tire change, locksmith, battery recharge, and fuel delivery. Sold to enterprise clients (insurance, banking, telecom, automotive) for embedding as a white-label or co-branded customer benefit, designed to turn a customer's moment of need into brand loyalty.
• Asistencia Hogar (Home Assistance) Certified professional services in plumbing, electricity, locksmith, glazing, and specialized technical support. Sold to enterprise clients to resolve domestic incidents for their end customers and strengthen trust with the partner brand.
• Asistencia Mascotas (Pet Assistance) Emergency veterinary care and 24/7 phone guidance. Sold to enterprise clients as a high perceived-value benefit that generates deep emotional connection with the partner's commercial offering.
• Gestión de Siniestros (Claims Management) Coordination of the provider network and operational documentation for each case following an accident. Sold to insurance and enterprise partners to simplify post-incident complexity, guarantee traceability, and provide an end-user self-service system.
• Asistencia Viajes al Extranjero (Travel Assistance Abroad) Comprehensive coverage for international unforeseen events, including emergency medical expenses and accident-related dental care. Sold to enterprise clients to provide security and support for their customers anywhere in the world.
• Concierge Specialized management and references across multiple areas, including medical, legal, and educational services, as well as event coordination, travel, and technological support. Sold to enterprise clients as an omnichannel concierge solution designed to resolve customer needs throughout the day.

Quantifiable outcome

• 97% customer satisfaction rate maintained across 80,000+ managed assists
• +2 more outcomes

Named customers1 record

Segments5 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Feature5 records

Partnerships

One partnership is on record.

• SuracoreStrategic or Co-development PartnerInsurance company case study partner. Sura collaborated with Connect to implement assistance services, demonstrating measurable results including 60% churn reduction and policy renewal rate increase from 71.5% to 88.2%. The partnership provided documented proof of Connect's impact on insurance customer retention.

Scale indicators9 records

Recent moves6 records

Expansion highlights5 records

Broad incumbents

• International SOS: Global medical and travel security assistance company serving corporate, governmental, and insurance clients. Overlaps with Connect's travel and concierge services and shares the white-label/embedded B2B2C distribution model, particularly with insurance partners.
• Allianz Assistance: Global roadside, travel, and home assistance arm of Allianz Partners. Directly comparable to Connect in service categories (roadside, home, travel, concierge) and white-label distribution to insurance and automotive clients, but at global scale and with deeper insurer relationships.
• Falck: European leader in roadside assistance and home services with growing international presence. Operates a similar provider-network-driven, white-label model for insurance and automotive partners, and competes for the same enterprise contract type as Connect.
• AXA Assistance: Global assistance business within the AXA group providing roadside, home, travel, and concierge services to insurance and corporate clients. Comparable service portfolio and white-label distribution, with a much larger global footprint and captive AXA demand.
• Europ Assistance: Generali-owned global assistance platform offering roadside, home, travel, and claims management to insurance, banking, and automotive partners. Closely comparable business model to Connect's white-label/B2B2C approach, but with multi-continent reach.
• AIG Travel: Travel assistance and insurance provider within AIG, covering medical, roadside, and concierge services globally. Comparable to Connect's travel assistance and claims management offerings, and serves the same insurance-distribution channel.

Others

• Sura: Major Latin American insurance conglomerate and existing Connect partner. While not a direct competitor, Sura represents the same target customer segment Connect sells into and illustrates the kind of regional insurance group that drives Connect's core demand.

Direct peers

• Global Excel Management: Specialized travel and health cost-containment / assistance provider serving insurance and employer clients in the Americas. Comparable to Connect in claims management, travel assistance, and B2B2C distribution to insurance carriers.
• Mapfre Asistencia: Madrid-headquartered assistance company with deep Latin American operations serving insurance, automotive, and financial clients. The closest direct comparable to Connect in the LATAM region, with overlapping service categories, white-label model, and target verticals.

Emerging players

• International Assistance Group (IAG): Worldwide network of independent assistance providers partnering to deliver cross-border roadside, medical, and home services. Conceptually similar to Connect's regional provider network model, and a potential partner or competitor for multinational contracts.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights6 records

Customer concentration

• Facebookfacebook.com/connectassistancepr
• LinkedInlinkedin.com/company/connectassistance

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Connect Assistance