We strive for a healthier world Executive summary
2018 Integrated corporate report
Much to care for
DKV Group, health experts
Creation of shared value
Transparency
Digital ecosystem
DKV Healthy Living Institute
Page 3
Page 5
Page 6
Page 7
Page 8
Social impact
Environmental 2020 Commitments management system
Recognitions
Page 10
Page 11
Page 15
Page 12
This document is an executive summary of the DKV 2018 Integrated Corporate Report, providing information on the group’s performance in 2018. The financial data incorporates the whole activity of the DKV Group, formed of DKV Seguros, ERGO Vida, Unión Médica la Fuencisla, ERGO Generales, DKV Services and Marina Salud. The extra-financial information does not take Marina Salud or DKV Servicios into account (unless stated otherwise). The geographical scope of the information reported is Spain, apart from the details on customers, mediators and the environment, which include activity in Andorra. The content responds to the areas in which DKV has the capacity to generate value, which are also significant for its stakeholders, according to the materiality analysis.
Contact us Company head office
Avda. María Zambrano, 31, 50018 Zaragoza
What do you think of this document? Rate it at:
http://dkvseguros.com/encuesta-informe-corporativo/
Contact telephone numbers
Communications Department: 976 289 106/93 214 00 78 Customer Services: 976 506 000 Business Services: 93 214 00 16
Coordination and drafting
DKV Seguros’ Department of Communication and Responsible Business, with the collaboration of CANVAS Estrategias Sostenibles.
DKV Seguros
Executive summary
3
2018 Integrated corporate report
DKV Group, health experts It is a part of ERGO. ERGO is one of the largest insurance groups in Europe, 100 % owned by Munich Re AG, a leading company in reinsurance on an international level.
DKV is a personal insurance company, specialised in health, and committed to people and sustainable development.
DKV is noted for its innovative products and customer-oriented corporate policy, which guarantees solidity, security and excellent quality throughout its services.
€ 788.7m
volume of premiums acquired 3 %
Premium volume by branch Home
€ 12.9m
Funerals
€ 58.5m
1.6 % of the business Life
7.4 % of the business
Health care*
€ 9.9m
€ 673.5m
1.3 % of the business
85.4% of the business
Income protection
Accidents
€ 4.1m
€ 29.7m
0.5 % of the business
3.8 % of the business
€ 51.3m
€ 36.8m
pre-tax profit
net profit
31%
102%
€ 256m net equity 9%
+3%
business growth
+2% health care
+10%
individual health insurance
* Includes Marina Salud.
14 1.7
m customers
new products or developments to existing products
765
employees
27
improvements in existing products
28 912 health professionals, clinics and hospitals
7.5 %
share of the health market (including health care, income and reimbursement)
2406
commercial network of mediators
4
DKV Seguros
Executive summary
2018 Integrated corporate report
Javier Vega de Seoane Chairman of DKV Seguros ‘The purpose of our responsible business strategy is to strive to create a healthier world, materialised through management that is responsible for people’s health and well-being, together with the constant search for innovative solutions’.
Josep Santacreu CEO ‘The key element in a company is to build trust, with customers and stakeholders. To build trust, there must be a willingness to be open and an effort to be transparent. This relational capital is what makes our business model viable and sustainable over time’.
Our dream
We strive for a healthier world
Vision
Mission
We contribute to improving people’s health and well-being through insurance and excellent solutions, in a responsible way.
We want to be the top option for those who want to look after their health and their families throughout their life
Values
Courage
Honesty
Authenticity
Simplicity
Warmth
Founded in 1999 by DKV Seguros to facilitate social and labour integration for people with disabilities. It currently employs almost 500 people in seven centres across Spain, and drives international cooperation programmes in other countries.
DKV Seguros
5
Executive summary
2018 Integrated corporate report
Creating shared value Value for customers
8.1
ecommendation in health
99 %
Complaints resolved on time
8
DAYS
20 %
Women in Senior Management
Authorisations avoided thanks to the Plan Libera
Value for employees
60 %
Women on the workforce
+10 000
Average resolution time for complaints and claims
97.12 %
Stability in permanent employment
€ 470 000
Value for the network of collaborators
€ 28.5m
Commissions to mediators
88 %
Investment in training employees
€ 405.8m
Payments to healthcare professionals
Level of commitment of our employees
€ 18.8m
Payment to general insurance providers
€ 38.6m
Payment to general service providers
20.9 DAYS
Average payment time to general service providers
6th edition of the Open Dialogue Forum Participation of 24 representatives of DKV stakeholders 9.9/10 participant satisfaction level
Economic value
€ 13.9m
Tax contribution in Spain
€ 51.3m Benefits
€ 659.7m Investments
€ 103.1m
Salaries and benefits to employees
€ 740 012 payment of capital providers
m: million
6
DKV Seguros
Executive summary
2018 Integrated corporate report
Transparency relationship with public bodies
100 % Taxes paid in Spain. 412 Requirements of the Tax Agency, 50 %
Social Security, Police and the Courts
Public-private collaboration
20
3892
* 210 % Registrations of rights of access, rectification, cancellation and opposition of personal data
92
41 % Queries and complaints from the DGS*.
Main reasons:
38 % Tenders submitted
• Pre-existing conditions • Claim rejected according to the policy conditions
10 % MUFACE insured € 88 254 Savings on bills in public 18 %
hospitals through administrative and judicial resolutions
• Medical certificates received late • Premium increases
4443
1 % complaints and claims managed by the department of Customer Protection. Reasons:
• Processing of a claim
Payment arrears
76 %
customer experience
• Problems with doctor/centre
10 pts. Success in claiming defaulted
premiums
• Medical directory and authorisations • Others
€ 1 039 505 orecovered utstanding payments Health expenditure
Mediator debt
158
Premiums
1 % Documents reviewed with
criteria of clarity and transparency
2
60 % Cases managed by the Ethics Committee (derived from employees)
Transparency builds trust in society, and therefore creates values in companies
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El seguro de salud
Descubre las opciones de pólizas disponibles Conoce los diferentes tipos de servicios y prestaciones
6.5
www.dummies.es
Elige el seguro que más te conviene
www.dkvseguros.com @ParaDummies
Josep Santacreu
Highest
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We comply with
Every two years,
We follow the
With the
supported and
transparency
the Unespa
the Responsible
the content of
Insurance
book ‘Health
adhered to the
score among
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language in
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organisation.
We have
2002.
pillars of transparency in DKV * Increase of registrations primarily due to the May 2018 campaign, informing on our new privacy policy. Variation with respect to the previous year.
insurance.
DKV Seguros
Executive summary
2018 Integrated corporate report
Digital ecosystem General public
CUSTOMERS
PROFESSIONALS
DKV Directo
Corporate website E-commerce DKV Health Club DKV Integralia Foundation A million smiles
Private customer area DKV Health Club Quiero cuidarme Más DKV Salud&Company
7 328 281 page views 97 038 users
Private area for healthcare professionals
Medical Directory App
Quiero Cuidarme Blog
Reembolso App
360 blog
5733 downloads.
25 553 page views
Digital Doctor App
Quiero Cuidarme App
38 664 downloads.
261 062 downloads.
Quiero Cuidarme Más app
R4H App
6000
Drive towards digital contracting
Medical directory medicos. dkvseguros.com
45 176 downloads.
2880 downloads.
followers
55 683 566 page views 497 230 users
3 594 192 page views
161 030 downloads.
50 412
followers
7995
followers
Digitalisation of policy life-cycle processes
3 750 543 page views 627 964 users
106 501
fans
Information management. Transformation of processes, big data and advanced analytics
51 %
Policies through DKV Direct | ON
23 141
digital welcome packs
Development of digital skills in teams
Cybersecurity policy based on ISO 27001:2013
10 614
followers
7
8
DKV Seguros
Executive summary
2018 Integrated corporate report
Healthy Living Institute on how to improve daily habits in terms of nutrition, rest, physical activity and emotional health.
The brand’s activity to build awareness in areas of health and well-being is developed under the umbrella of the DKV Healthy Living Institute. In collaboration with universities, medical professionals, experts and healthcare organisations, the institute publishes reports, studies and surveys with a view to provide tools and useful information
Our company also shares the concerns of international bodies, such as the WHO, on the need to improve nutrition and put a stop to physical inactivity, in order to achieve a healthier society.
Thus, DKV thinks it is essential to inform families, schools, the media and other players of the negative effects that excessive consumption of sugar, saturated fats and salt have on health, starting in 2017 with the development of initiatives to build awareness around the responsible and moderate consumption of sugar.
Examples of awareness activities on sugar consumption
+ 400 000
Views of all workshops organised by DKV in TedX events
+ 3500
Attendees at TedX events sponsored by DKV, in Madrid, Tarragona, Málaga, Vitoria and Cádiz
Collaboration with the photographic project to build awareness around the excessive amount of sugar in certain foods
@boticariagarcia
Advertising collaboration with PlayGround, with content to build awareness around responsible sugar consumption.
@midietacojea
+ 740 000
Views on Facebook and Instagram Feed with more than
2500
positive reactions (100 %)
Quiero Cuidarme Blog specialised in health and well-being content
3 594 192 2 573 692 page views
Collaboration with influencers specialised in nutrition
Health coach* and nutritional medical line Free services for DKV health customers
DKV Coach: Because you want to take care of yourself
users
*Launched in 2019.
DKV Seguros
Executive summary
2018 Integrated corporate report
Commitment against childhood obesity The DKV Groups is committed to preventing and reducing excessive weight and obesity in children. Through the DKVapptĂvate initiative, the company is promoting a series
Impact groups
of actions to build awareness around and improve healthy habits, with the collaboration of all agents involved, from parents and children to teachers and administrations.
DKV childhood obesity prevention initiatives Runners4health
Children and young people
DKV course on education for health
#DKVAPPTIVATE
Parents
School workshops on healthy habits
45 176 downloads
231
families enrolled
562 pupils
70
parents and teachers
Learning and Service Awards
Schools
I Health and well-being study in childhood
Doctors
Childhood obesity prevention plan PREVENTION COVERAGE
Customers
Health line childhood obesity Childhood obesity service pack
3 awards in the
category of healthy habits and childhood obesity prevention
1932
pupils
52
schools
9
10
DKV Seguros
Executive summary
2018 Integrated corporate report
Social impact* Contributions by country
Contributions by area
Health
Education
74,8 %
Spain
92,3%
1,1 %
Environment
13,6 %
Other countries
Money 87.2 %
Social well-being
Time 8.9 %
0,5 %
Others
10 %
€ 597 760 Total value
Employee volunteers
869
Employee participations
527
Outside of working hours
342
Within working hours
% employee payroll
2215
€ 31 610
Multiplier effect
27.6 %
Other employee donations
3.0 %
hours
Customer donations
69.4 %
65
Entities benefitted
Beneficiaries
DKV volunteers
Impact More than 9 million
General public Women and men (18-65)
49 %
9845
Direct beneficiaries
Women and men (+65)
14 %
29 %
Boys and girls (0-16)
4 % Young people (16-18) 4 %
people informed
40 %
improved
30 %
acquired new skills
62 %
positive behavioural change
Christmas dinner of the Amics de la Gent Gran Foundation
* Measurement of social action projects according to LBG. LBG is an international methodology recognised by the DJSI, which facilitates capturing, classifying, managing and measuring social activities.
DKV Seguros
Executive summary
11
2018 Integrated corporate report
Environmental management system LED lighting
Objective
Reduce emissions of
High-efficiency air conditioning
Environmental management system 52 % Toner waste
40 % EKO Branches Hybrid vehicles for the commercial fleet
Idealia
Challenge t o incorporate circular economy models in the company
25 % Km travelled on journeys
97 % Recycled paper
99 % Green energy
Sustainable materials
Taps with sensors
Heat recovery ventilation
indirect contribution to the environment
Winning initiative Create a database that allows for more responsible purchasing decisions
Building awareness among stakeholders
0.15 kg Waste generated per employee
Ekoamigos Group: ambassadors of sustainability in DKV
0.78 Tn CO2 eq per employee
Company
0
emisiones
PAS2020 Calculation of CO2 emissions per policy Emissions offset
Variable remuneration of the CEO linked to environmental results
18 %
Reduction of CO2 emissions
78 %
Reduction since 2004
80 %
of the company’s expenditure with approved providers
2020 commitments for a healthier world
With these objectives for 2020, we want to show how we strive to create a healthier world, committed to...
Responsible management
SDG
Goals 3.8 Achieve universal health coverage, particularly in terms of protection against financial risks, access to high-quality essential health services, and access to safe, efficient, affordable and high-quality medication and vaccines for everyone.
Commitment to clear language Incentivise the sales force, valuing their transparency through the use of clear language. Guaranteed price commitment We guarantee all customers with individual contracts that we will not apply individualised price increases in their policies no matter how much they use them, although they may experience other increases related to increased coverage, new services or the CPI of the sector.
3.d Strengthen the capacity of all countries, particularly developing countries, in terms of early warnings, risk reduction and risk management for both national and worldwide health.
13.2 Incorporate measures related to climate change into national policies, strategies and plans. 13.3 Improve education, awareness and human and institutional capacity in terms of mitigating climate change, adapting to it, reducing its effects and early warnings.
17.17 Encourage and promote efficient alliances in public and public-private spheres, and in civil society, drawing on the experience and strategies for acquiring resources from alliances.
Commitment to the planet We will achieve a 80 % CO2 reduction and a 71 % paper reduction, compared with 2004.
DKV Seguros
Executive summary
2018 Integrated corporate report
People’s health and well-being
Innovative solutions in a responsible way
Lifetime policy commitment We guarantee that we will not cancel any individual health policy that has been held for more than three years.
Commitment to healthy habits We will drive healthy living habits for at least 130 000 people thanks to the free ‘Quiero cuidarme’ app; a behavioural improvement tool aimed at the general public.
Commitment to prevention We will promote early diagnosis activities aimed at least a third of insured people with health insurance. Commitment against childhood obesity We impact more than a million people per year, promoting childhood obesity prevention in Spain.
Commitment to simplicity We will remove at least 30 % of authorisations for medical tests.
Commitment to respect, right to the end We offer services with a social component, such as Ecofuneral, with which customers can plan their funeral in 100 cities, to facilitate decision-making for loved one.
13
Recognitions Pacesetters in health Best Health company according tot he ADECOSE Barometer (Spanish Association of Insurance Brokers)
No. 60 of the 100 companies with the best corporate reputation in Spain, and no.2 in the sectorial ranking of health care
unique customer experience
ISO 9001
ISO 9001 certification in Home, Funeral, Life, Health, Accident, Income and DKV Servicios provisions
3rd place for DKV’s website
Blue Award ’My health up to date’
Finalist in the Efficiency awards for the Quiero cuidarme Campaign
RESPONSIBLE BUSINESS Engagement with stakeholders and responsible management
Award: ‘Solidarity in Infrequent Diseases’: for DKV’s CSR
Award for Good Practices to combat climate change
Equipo Magazine, best internal communication publication in the country
Sol Award. DKV Best insurer in 2018
Award for their active participation and support to association members in Almería
Employee emotional well-being
™
Healthy Company, best initiative for promoting work-life balance
Finalists in Good Citizen Practices through Corporate Volunteering
Transparency and clear language
‘Health insurance for Dummies’ finalist in the IX Awards
‘Health Insurance for Dummies’ best transparency initiative and good governance
7th best company to work for within the category of organisations with 500 to 1000 employees, according to the Great Place to Work® ranking
DKV CSR news in the media
87
Press releases disseminated
Healthy company
Promotion of health and sports habits
Labour integration of people with disabilities
‘City of Jerez’ Award: DKV’s involvement in base sport
2018 Aragón Solidarity Award in the company category to the DKV Integralia Foundation
media presence
753
Certification as a Family-Friendly Company
29
DKV employee presentations
Awards for the DKV Integralia Foundation for their project in Pachacútec, together with Konecta and the Pachacútec Foundation
Integration means 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 preventing childhood
WE CARE FOR THE HEALTH OF THE PEOPLE, AND THE HEALTH OF THE PLANET dkvsalud.com/es/empresa-responsable
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.