We strive for a healthier world
Executive summary
Integrated corporate report 2017
Much to care for
DKV Group
Message from the Chairman
Conversation with DKV’s Managing Director
The company at a glance
Value creation model
Responsible business
Page 03
Page 04
Page 04
Page 06
Page 07
Page 08
Value for customers
Value for employees
Value for collaborators
Value for society
Value for the environment
Our accolades
Page 09
Page 10
Page 11
Page 12
Page 13
Page 14
This document is an executive summary of DKV’s Integrated Corporate Report 2017, providing information on the Group’s performance for the 2017 financial year. The financial data incorporates the whole activity of DKV Group, which include DKV Seguros, Ergo Vida, Unión Médica la Fuencisla, ERGO Generales, DKV Servicios and Marina Salud. Marina Salud and DKV Servicios are not included in the extra financial data (unless otherwise states). It is limited geographically to Spain, with the exception of accident statistics and social and enviromental action which include activities undertaken in Andorra. The contents respond to the matters in which DKV has the capacity to generate value and which are, in addition, materials for its stakeholders according to the materiality analysis. The Report counts with the external revision and verification of its contents made by KPMG. The full version is available at: http://dkvseguros.com/Informe-corporativo/2017
Contact us Company head office
Avda. María Zambrano, 31, 50018 Zaragoza
What do you think of this document? Evaluate it at:
http://dkvseguros.com/encuesta-informe-corporativo/
Contact telephone numbers
Communications department: 976 289 106/93 214 00 78 Customer service: 976 506 000 Corporate services: 93 214 00 16
Coordination and editing
Department of Communications and Responsible Business at DKV Seguros with collaboration from CANVAS Sustainable Strategies.
DKV Seguros
Executive summary
Integrated corporate report 2017
DKV Group
Part of Munich Re AG, a worldwide leader in reinsurance
DKV is a company that provides personal insurance, specialises in , healthcare, is committed to the people and is aimed at achieving sustainable development
DKV is noted for its innovative products and customer-oriented corporate policy, which guarantees the soundness, security and excellent quality of its services.
Our dream
We strive for a healthier world
Vision
Mission
We contribute to the improvement of health and well-being of people offering excellent insurance and solutions, in a responsible way
We want to be the reference option for everyone that wishes to take c are of their health and their loved ones throughout their lives
Values
Courage
Honesty
Authenticity
Simplicity
Warmth
3
4
DKV Seguros
Executive summary
Integrated corporate report 2017
Message from the Chairman It is always a great opportunity when publishing the Integrated Corporate Report to review the company's management, especially in the changing environment of society and the business world. And, particularly, doing so with transparency, highlighting the achievements and those aspects that require improving. The year 2017 saw the second year of our current strategic plan -the Goodwill Plan- with which we intend to make the world healthier. And we have done so by also earning a series of accolades which we are very proud of, such as the award we have received from ADECOSE, the association of insurance brokers rating us as the Best healthcare company, or the prize won by the DKV Integralia Foundation in the Vocento Business Awards, among others. In addition, we are proud to be yet another year among the 20 best-ranked companies in the Merco Business Ranking of corporate responsibility and governance. These awards would not have been achieved if they were not supported by good business management and solid economic results. Both elements allow introducing improvements to the company's day to day, which have an effect on our relationship with all the stakeholders. Javier Vega de Seoane Chairman of DKV Seguros
In terms of management, this year I would highlight the significant commitment adopted by the company to accelerate the digital transformation process through projects such as digital contracting, by means of which customers will be able to consult all the documentation and start to enjoy their insurance immediately, or the e-health services provided to the public, such as the Quiero cuidarme app. I would also like to highlight the promotion of open innovation - with initiatives such as DKV Emprende, in which almost 80 employees took part via health-related projects-, customer experience and social responsibility, as well as the DKV Idealia platform, thanks to which our customers, healthcare professionals and sales network can channel their proposals for improvement. We have also innovated in promoting transparency in the insurance sector by publishing the book “Health insurance for dummies�. As a result of this innovation, which DKV has been encouraging for years, 2017 has launched new products, such as DKV Mundicare, an innovative insurance product developed by the company for certain severe illnesses and which guarantees access to the best specialists and hospitals around the world (except Spain) and the insured person's support during the entire process. In the financial scope, we have increased the volume of premiums yet another year, representing a growth of 3% with respect to the previous year, reaching 767 million euros. As opposed to the rest of competitors, DKV has experienced a growth of 8% in individual insurance, while the market registered a 3%. According to UNESPA, individual insurance represented 71.3% of the income and 67.4% of the insured persons. In terms of growth, group insurance grew 5.5% in premiums, while individual insurance grew 3%. All these achievements have been included in the Report you are currently holding. Again, and as we have been doing so for the past 3 years, we have followed the guidelines provided by the International Integrated Reporting Council (IIRC) to prepare this report. Working within this framework require from us a continuous reflection and improvement in order to transmit the comprehensive vision of the business and link the company's financial results, strategy and responsible performance to the report's contents.
DKV Seguros
Executive summary
5
Integrated corporate report 2017
Digital transformation in health: "from patient to healthy person"
Conversation between DKV’s Managing Director and the founder of the Center for Global eHealth Innovation of Toronto (Canada) Extract from the conversation between Dr. Josep Santacreu, DKV's Managing Director, and Dr. Alejandro Jadad, founder of the Center for Global eHealth Innovation of Toronto (Canada), about how information and communications technologies applied to health can help make people healthier.
Up to which point can the new information technologies contribute to the health and well-being of people? Doctor Josep Santacreu (JS): Technology opens a great opportunity via different apps or the big data to better manage the health of each person. Doctor Alejandro Jadad (AJ): It is now the point in time to ask ourselves: What is health? Health is the the capacity we have to adapt to the physical, mental and social challenges presented to us by life. The new technologies can contribute to reinforcing, complementing, preventing or facilitating the way in which we manage the challenges we encounter. JS: An essential aspect is shifting from a passive attitude to a proactive attitude of getting hold of your life, health or physical, mental or social situation. This is an important topic in which technology can also help. AJ: Yes, it is the key aspect, provided that we have thirdparty support, as there is a high the risk of proactivity being insufficient if we do not involve the responsibility of others. JS: That is part of our new approach at DKV as a company; we have changed from facilitating access to medical services to providing the assets and offering possibilities.
What must take place for a patient with a severe illness to be considered a healthy person, first by himself and, most difficultly, by the system? AJ: Health is an ability, and the best person to judge if someone is healthy is oneself. When this happens, there are many possibilities to encourage and create health by supporting our capacity to adapt and manage. JS: At DKV, we want to work with those who want to be healthy and help them remain in good health and experience well-being [...], we have identified the e-health topic as one of the most relevant ones, because it will change the way we relate with each other and what we can provide to the customer when supporting his self-care, prevention,
Alejandro Jadad Founder of the Center for Global eHealth Innovation of Toronto
Josep Santacreu Managing Director of DKV Seguros
therapeutic diagnosis or chronic management, as well as other aspects. AJ: There is an opportunity as an insurer to assess, obsessively, the self-perceived health and integrate the risk of not feeling healthy, which is different to the risk of illness, into all its products and services.
How can we incentivise healthy habits among children and adolescents? JS: Children obesity is a major challenge in which families, the educational system and the entire society needs to collaborate. At DKV, we work on several initiatives that help children see the importance of healthy habits. AJ: The difficult part is that health has physical, mental and social elements, and the challenge is to increase the ability of children to adapt and manage their health.
6
DKV Seguros
Executive summary
Integrated corporate report 2017
The company at a glance €766,7 M
volume of premiums purchased
Volume of premiums by type Life
Burial
€10.4 M
€52.0 M
1.4% of the business
6.8% of the business
Home
Accident
€13.9 M
€4.5 M
1.8% of the business
0.6% of the business
Income protection
Healthcare assistance
€27.3 M
€658.7 M
3.6% of the business
85.9% of the business
€39.2 M
€234.5 M
net profit
1.7
+3%
net equity
business growth
+3%
healthcare assistance
Volume of insured persons by type
milion customers
53%
Healthcare assistance
19 776
employees
new products or evolution of existing products
24,562
healthcare professionals
25
35%
Burial
4%
Home
3%
Income protection
7%
improvements to existing products
4,336
outpatient centres
230
outpatient centres
3%
1%
Accident
Life
healthcare market share (includes healthcare assistance, income, and reimbursement)
2,805
brokers business network M: million.
http://dkvseguros.com/informacion-corporativa/sala-prensa/presentacion-resultados-2017
DKV Seguros
7
Executive summary
Integrated corporate report 2017
Value creation model
Capital
Financial Capital
Intellectual Capital
Industrial Capital
Natural Capital
Munich Re
Human, relational and structural
Corporate headquarters
Efficient use of natural
Premiums purchased
Human Resources
Marina Salud
resources
Profit
Relationship with stakeholders
Branches
Equity and investment
Processes, Systems, Policies
Health Spaces
and corporate culture
Business model Insurance activity in personal insurance with a focus on benefits and healthcare and well-being solutions
A benchmark in health
Employees
Strategy 2020
“The best option to take care of your health”
“The key aspect of transformation”
Organisation Unique customer experience “The best customer experi-
“Simple, swift and responsive”
What
Customers
ence”
Value creation in 2017
Responsible Business “The preferred company for its responsible actions”
Economic
€39.2 M (48.9 in 2016) Net profit
€19.8 M (14.5 in 2016)
Social
€487.7 M (402.2 in 2016) Payments to collaborators*
* Providers of general services and general insurance, healthcare professionals and brokers.
“Digital transformation as a pillar of added value”
Innovation “Seeking differentiation, focused on the customers”
Environmental
10th consecutive year
97.3% (96.4 in 2016)
Reduction of emissions since 2004
60% (61 in 2016)
Sustainable offices (Ekosucursales)
Stability in permanent employment
Salaries and benefits
Digitalisation
€7 M (Same as in 2016)
consultations avoided to public healthcare
Tax contribution in Spain
€97.7 M (94.8 in 2016)
How
Women on the workforce
€642,473 (607,866 in 2016) Investment in donations
Carbon neutral company
72%
39% (35 in 2016)
99.3% (99.4 in 2016)
Green energy consumption
Sustainable and profitable growth
8
DKV Seguros
Executive summary
Integrated corporate report 2017
Responsible business
At DKV, Responsible Business is the way of incorporating the role and participation of all the parties that interact with the company into its strategy and day to day.
Responsible Business Plan 2020
Value proposal
To be the preferred company thanks to its responsible activities
Responsible Management
Stakeholder involvement
Responsible innovation
Promote integrity and the perception of responsible management among internal and external stakeholders
Increase stakeholder involvement in DKV's responsibility
Develop sustainable products and promote open innovation
Main Initiatives for 2017 Unfolding of values and identification of incoherences
Intrapreneurship with social impact on employees
Therapeutic environmental actions for customers
Clear and transparent language
Relationship plan with doctors
Acceleration of start-ups in the e-health sector (Tech4Health)
Responsible selling decalogue
Awareness on children obesity at schools
The first ecological insurance policy for the household
Health insurance for dummies
Customer involvement in social projects
The first burial insurance that leaves a responsible footprint on the planet.
1st
37,822
Insurer in the healthcare sectorial ranking of Merco Corporate Responsibility and Governance
Stakeholder involvement
19,329
customers using services in innovative products of responsible business
The Sustainable Development Goals (SDG) consist of 17 global challenges established in the 2030 Sustainable Development Agenda and agreed in 2015 by the United Nations
Due to its activity and relevance to its stakeholders, these are the 3 priority objectives for DKV
DKV Seguros
9
Executive summary
Integrated corporate report 2017
Value for customers
Approach to the relationship with customers DKV offers a unique and distinctive experience to its customers, forging links with them throughout their lives based on excellence and responsibility.
Customer experience levers in DKV Seeking excellence in terms of personalisation, simplicity and transparency
Offer an excellent service t hat guarantees a unique and distinctive experience
Meeting customers’ needs before they appear
Main initiatives towards customer experience and digital health for 2107
“Quiero cuidarme” app
“Digital Doctor” app
Free self-care tool that calculates the Healthy living index (HLI) for users.
It allows checking information and contacting a doctor confidentially.
Insurance arrangements “wherever and whenever you want” Through the customer area or different applications
Value created for customers
8.4
Healthcare recommendation index 8.2 in 2016
40.4%
Net Promoter Score (NPS) for healthcare 37,9% en 2016
4,566
Outpatient and medical centres 4,549 in 2016
24,562
healthcare professionals in the medical directory 28,720 in 2016
81.6
99%
83.7 in 2016
Same as in 2016
Reputation among customers (RepTrak)
Complaints and claims resolved in time
500+ Seal of Excellence
6.7 points over the sector according to ICEA
Priorities for 2018 Implement a new CRM and consolidate the measurement modelfor customer experience Advance indigitalisation focusing on the customer, with the aim of achieving simple and agile processes Implement a Lean Office methodology in processes and areas * The NPS is an indicator calculated on the basis of questions about recommendations.
6 days
average time to resolve complaints and claims Same as in 2016
10
DKV Seguros
Executive summary
Integrated corporate report 2017
Employees, culture based on values
Approach to the relationship with employees
DKV encourages the integration of corporate values towards achieving personal and professional development of employees, well-being in the work place and the commitment of building a healthier world.
Pillars of people management at DKV Take care of employees and increase their level of commitment
Identify, develop and reward individual contribution
Have the most competent team in the market
Priorities for 2018 Share the culture of the organisation and invest in values training Continue to work towards personal and professional development. Develop an own leadership style in line with the strategy Encourage corporate volunteering and foster diversity. Be a healthy company andfamily responsible
Reach service quality according to the strategy
Value created for employees in 2017
86% (Same as in 2016)
92% (Same as in 2016)
36% (34 in 2016)
909 (1,024 in 2016)
Satisfaction index
Employees with disabilities (including DKV Integralia Foundation)
Commitment index
Employees taking part in volunteer projects
â‚Ź747,000 (707,063 in
2016)
Investment in training
97.3% (96.4 in 2016)
Permanent employment contracts
Healthy Company Prize
7Th (3rd in 2016)
Best company to work for, according to G reat Place to Work
DKV has launched DKV Emprende, which promotes intrapreneurship, innovation and training of employees in project management.
DKV Seguros
11
Executive summary
Integrated corporate report 2017
Collaborators, excellence and trust in our network Approach to the relationship with collaborators
DKV establishes a relationship of mutual trust with medical professionals, brokers and providers based on shared goals and values.
Healthcare Professionals Pillars of the relationship with healthcare professionals Sincerity and transparency
Priorities for 2018
Continue with the digital transformation and new work method
Value created for professionals in 2017
360 M€
78.6
Reputation score according to RepTrak
Turnover
349.9 in 2016
63 in 2014
Knowledge and information Dialogue and respectful treatment
Brokers
Pillars of the relationship with brokers Daily work and mutual support Professional development Profitability and optimum s ales goals
Providers
Pillars of the relationship with providers Transparency
Mutual Collaboration Adhesion to DKV's ethical principals
Libera Plan: further independence and agility for doctors and less administrative formalities for customers.
15.5 days
Average period for payment of e-billing
40,000 M€ Medicine and Solidarity Awards
Advance in the new Healthcare Professionals' CRM
14 in 2016
Priorities for 2018
Value created for brokers in 2017
Continue developing the digital environment o f Brokerage
71,722
Consultations attended at the broker support service
Best Healthcare c ompany according to Brokers and Agencies (ADECOSE rating)
Integrate in the Group's international sales team Progress in digitalisation projects
28.7 M€
Commissions paid to brokers
64,416 in 2016
Contribute with new value proposals and systematise communication
Priorities for 2018
Same as in 2016
26.7 in 2016
1,447
Participants in the Medialia Programme
1,211 in 2016
Value created for providers in 2017
78% providers
Subscribed to DKV principals (about billing) Same as in 2016
€35.6M
payments providers of general services 34.8 in 2016
Define a Facility Management model (Property)
88.7
Reputation score according to RepTrak New in 2017
€16.1 M
payments to providers of general services 15.4 in 2016
12
DKV Seguros
Executive summary
Integrated corporate report 2017
Value for society
Approach to the relationship with society In 2017 we have worked on aligning the social action initiatives with the business and with what society expects from a responsible health insurance company.
Lines of action with society Prevention of children obesity
Social and labour inclusion for people withdisabilities
Active and healthy ageing
Relationship between environmental determinants and their effects on health
Projects and initiatives for 2017 #DKVapptívate
Public call f or help i n social projects
Observatorio salud y medio ambiente EDICIÓN ESPECIAL 2017
Baños de bosque, una propuesta de salud
Runners4Health, Universidad de Padres, Escuelas de la Milla
Active ageing category Mucho que cuidar
Observatorio bosques.indd 1
1/3/18 13:03
Value created for society in 2017
11,200
Students participating in Escuelas de la Milla
1,241
Beneficiaries of the DKV Integralia Foundation from the beginning
4
Start-ups supported by our collaboration with Ship2B
Donations by scope €642,473
139,146
14% 8%
Direct beneficiaries of our social action
1%
68% 9%
Priorities for 2018 Increase the number of projects linked to Children Obesity. Focus the social investment on projects linked to the lines of action. Increase the participation of society in DKV's solidarity initiatives.
Health Social action Research, social innovation and awareness Mitigate the effects of climate change Arts and patronage
DKV Seguros
13
Executive summary
Integrated corporate report 2017
Value for the environment
Approach to the management of the enviroment
DKV is constantly concerned about sustainable growth by integrating environmental, savings and energy efficiency criteria.
Principles of DKV's Energy and Environmental Policy Abide by the law and other voluntary requirements subscribed by the Company
Minimise the environmental impact arising from the consumption of natural resources
Establish energy and environmental management programmes in line with the Policy's goals
Disseminate the Energy and Environmental Policy among all stakeholders
Commit to sustainable products and services to prevent contamination
Collaborate in energy and environmental improvement projects through voluntary initiatives
Raise awareness among employees in environmental matters as part of the culture
Encourage research on the impact of the environment on the public's health
Value created for society in 2017
39% (35 in 2016)
sustainable offices in the network (Ekosucursales)
100% (Same as in 2016)
100%
1st
99.3% (Same as in 2016)
2,564 (2,305 in 2016)
Cero CO2 products. Calculation and compensation of the carbon footprint of all its products
Green electric energy
> 3,000
Trees planted since 2014
Recycling paper consumption
Insurer in Europe to work in measuring and verifying the environmental cost of a policy
Video conferences
Avoiding
1,324,488 km
15.45
Tn of CO2
Priorities for 2018 Reduce our CO2emissions and the use of natural resources Renew or obtain new environmental certificates for DKV buildings and branches Involve all DKV stakeholders in this type of initiatives Remodelling of the work centre in Barcelona, following the coefficient standards of the headquarters in Zaragoza.
Our accolades A benchmark in health Best Healthcare company according to ADECOSE (Spanish Association for Insurance Brokers).
Award for the best research work, won by infirmary of the ICU of Dénia Hospital
TOP 20 award for the best "Global Hospital Management", won by Dénia Hospital
Ranked 33 out of 100 companies with the best corporate reputation in Spain according to the Merco Business Ranking
Unique customer experience 500+ European Seal of Excellence (Recognised for Excellence 5 stars)
Insurance Innovation Award for DKV's website, within the framework of the Fujitsu World Tour
Most valued company by its customers according to the RepTrak Ranking
ISO 9001 Certification for Home, Burial, Life, Health, Accident, Income Protection and DKV Servicios
ISO 9001
Winner of the 2017 Best Ideas awards given by Diario Médico for the “Quiero cuidarme” app
Responsible business Employees
Gestión ética
First Prize in the 4th Edition of the Healthy Company Prize. Observatorio RH
Great Place to Work®
Healthy company
We endorse Unespa’s Best Practice Guidelines
7th best company to work for in the category for organisations with between 500 and 1,000 employees.
Premio a las prácticas de auditoría de seguridad de la información al Área de Sistemas de DKV
.
Certification as a Familyfriendly Company
Clear language certificate An initiative to help users understand the language and terminology employed by the sector.
Medio ambiente Top 50 companies that best attract and retain personal
ISO 14001 Certification (Environmental Management Systems)
,
talent according to the Merco Talento ranking
ISO 50001 Certification (Energy Management Systems)
Social action Employees
CeroCO2 sealfrom ECODES Finalist at the Fundacom Awards for “Yo elijo trabajar” and #DKVapptívate
ASAPME Award for the significant role of the DKV Integralia Foundation in favour of mental health
Sustainable company
EMAS Certification
Registration in the carbon footprint record of the Ministry of Agriculture and Fisheries, Food and Environment Finalist at the “Aragón, empresa y futuro” awards for the work involving the integration of people with disabilities.
Media presence
1,504
Press impact [DKV and DKV Integralia Foundation]
16% vs 2016
Recognition for the transfer to the new corporate headquarters
Participation in symposiums, talks, and events
70
Participations [DKV and DKV Integralia Foundation]
56% vs 2016
Integration is giving a voice to people with disabilities. Why not give them ours?
At the DKV Integralia Foundation, all your calls are answered by people with disabilities. The DKV Integralia Foundation was created over fifteen years ago, and has a workforce of over 400 people, all with disabilities. Day in
and day out, they are the first voice our customers hear when they call us. The voice of DKV. This is just one example of our commitment to achieve a healthier world. We also carry out a wide range of projects in other areas, such as
WE CARE FOR THE HEALTH OF THE PEOPLE, AND THE HEALTH OF THE PLANET. dkvseguros.com/empresa-responsable
preventing childhood obesity, promoting active ageing, and ensuring the sustainability of the planet. At DKV we care about lots of causes, and we care very much. Because we have so much to care for.