Businesses today are oriented to customer satisfaction, however in reality it can be seen that the basic service promise is not fullfilled. Even though the promise is not a failure it is not a success either, because of these reasons organizations should periodically assess how to manage requirements or customer needs. How to identify the variables that have the greatest impact and relevance in providing the service which then will allow the development and improvement of processes. This paper is intended to perform the analysis of the response time for the external client expedition insurance groups of people in the direction of Suramericana operations in 2014. To fulfill this objective, there was a proposed qualitative research - a quantitative descriptive design, using observation and measurement times as the primary sources of information. For the presentation of the results the SWOT tool matrix will be the primary tool used for identifying the weaknesses and threats that are evident in the provision of this service, and actions will be proposed to help improve and empower the strengths and opportunities that allow to optimize response times in the processes. The planning and development of this paper, can provide where to address the operation of Suramericana obtaining useful information, with the purpose to offer clients a service where the attributes of clarity, opportunity and clarity will be highlighted in the times of response for the expedition insurance groups of people.