CUSTOMER SERVICES 

We achieved the goal of 80% in service levels while reducing service times and attention costs. 

We installed quality and improvement processes in the Medical Expense Claims, Contracting, Auto Claims, Grievances and Contact Center areas, maintaining our goal of 80% in service levels and reducing errors and complaints. 

At the same time, we reinforced operating efficiency by implementing work flows that allow processes to be done digitally. These actions reduce processing time and cost, thereby improving the quality of services for the Worksite, Grievances, Auto Claims and Continuity areas. 

We also launched a new direct drug purchase model that ensures the supply of more than 20,000 annual services to customers, as well as an innovative cost containment scheme in claims. 

Strategic Alliances 

We established a strategic alliance with Grupo Star Médica under a “Guaranteed average cost of hospital care” model, for Major Medical Expenses, and a “Single cost for injured party care” scheme for Auto Claims. This allowed us to contain the claim cost in both lines of business. 

The 7th Hospital Congress was held with great success under the slogan “For a New Service Model” and hailed the first steps towards the consolidation of the Medical Expense Claims model. The Congress was attended by representatives from more than 100 hospitals across the country. 

Technology Infrastructure 

We continued to improve the quality of operations by reducing the number of incidents by 33% compared to the previous year. 

We introduced over 22 production initiatives to improve system efficiency. These initiatives include Life70, which migrated its first policy to INFO in November, and the new GNP Customer portal. We worked with the Medical Expenses, Auto and Finance areas to build the bases and improve information consumption and analysis by exploiting the GNP Date Lake.