Resumen ejecutivo 2021 inglés

HE

TOGETHER, UT WE TAKE ACTION FOR A H

HEALTHIER HUMANKIND

2021 INTEGRATED CORPORATE REPORT EXECUTIVE SUMMARY

DKV AT A GLANCE 2021 has been a year of progress. Twelve months in which the pandemic ran its course, but very influenced by the scientific progress that led to mass vaccination and give some hope about its end, despite the spike at the end of the year. Within the company, likewise, we also progressed in the definition of our strategic plan, in business results, in our positioning in digital health and as health activists.

Javier Vega de Seoane. Chairman of DKV

INSURANCE SEGMENTS

HEALTHCARE €678M ( 9 %)

HOME €11M ( 5 %)

86 % of the business

1 % of the business

€793M

BURIAL €63M ( 4 %)

€8M (

PREMIUMS ( 8 %)*

8 % of the business

1 % of the business

INCOME PROTECTION €29M ( 4 %)

ACCIDENTS €3M ( 8 %)

3 % of the business

1 % of the business MARKET SHARE

€45M NET profit ( 8 %)

7.19 % (+0.26 pp) (healthcare, income protection and reimbursement)

2.42 % (+0.04 pp) BURIAL

826 SERVICES IN DKV CLUB DE SALUD Y BIENESTAR

1,873,959 INSURED ( 6.5 %)

3

NEW PRODUCTS or developments

24

IMPROVEMENTS IN EXISTING PRODUCTS

22

ESPACIOS DE SALUD

89 %

96 %

TESTS WITHOUT AUTHORISATION

AUTHORISED TESTS

35 BRANCHES

50,400

SERVICE POINTS

267

HOSPITAL CENTRES

2

LIFE 5 %)

86 SALES BRANCHES

EMPLOYEES

890 EMPLOYEES

61 %

39 %

WOMEN

MEN

13

92 %

16 years

+ 85

CONSECUTIVE YEARS

PERMANENT CONTRACTS

AVERAGE SENIORITY IN WORKFORCE

WORK-LIFE BALANCE MEASURES

COLLABORATORS

HEALTHCARE PROFESSIONALS

€493M

1,378

PAYMENTS to healthcare professionals

GENERAL SERVICE PROVIDERS

33,617

73 % OF HEALTHCARE PREMIUMS

73 % local

AGENTS AND BROKERS

AVERAGE PAYMENT PERIOD

16.6 days

8.2

AVERAGE PAYMENT PERIOD

31.4 days

SATISFACTION with the contracting process

in electronic billing

SOCIETY

21 years

€53M

12M

7,707

€2.7M

OF LABOUR INTEGRATION FOR PEOPLE WITH DISABILITIES

SALARIES AND BENEFITS to employees

MEDICAL ACTS AVOIDED to the public health system

PATIENTS with oncological treatments

PURCHASES from special employment centres

M = millions. 2021 Data. * The data excludes Marina Salud.

3

2025 IMAGINA PLAN We have a very ambitious purpose. If our aim is a healthier humanity, ambition is almost unlimited. We want to go far away, but we need to go together, working as a team.

A company is successful if it is able to work well with its stakeholders, and these are not only our employees, but also the providers, healthcare professionals, distributors and customers.

Josep Santacreu. DKV CEO

PURPOSE

Together, we take action for a healthier humanity WHY

Creating value for everyone

Sustainable growth

WHAT

BUSINESS MODEL Insurance activity in personal policies, emphasizing the development of health and welfare benefits and solutions in a responsible way VALUE PROPOSAL

To improve the health and well-being of our customers

Simple and personalised relational experiences

HOW

VALUES: We build trust • We commit ourselves • We seek excellence

HUMANISM

Development of DKV professionals

4

Bimodal, agile and innovative organisation

TECHNOLOGY

Power of data

Intensive use of technology

SUSTAINABLE PRODUCTS We integrate the application of environmental and social criteria from the moment a new product is created and throughout all the stages of its development up to its launch

to the market. We also work on renewing existing products through updating processes, where sustainability criteria are paramount.

SOCIAL FAMEDIC Flexible health insurance without health assessment at an affordable price.

255,526 insured

SANIFY EMPRESAS Insurance at an affordable price, without age limit or health questionnaires.

Launched in 2021

NANNYFY Nanny services and online activities for children.

PSYCHOLOGY 20 general sessions.

TAKING OUT INSURANCE Until the age of 75.

2,196 insured

40 sessions/year for eating disorders, school bullying, cyberbullying, workrelated stress, and gender-based or domestic violence.

between 70 and 75 years old

+ 3,500 consultations

3,160 insured

DKV OMM Free service for working on and taking care of emotional well-being.

CUIDEO AND AIUDO Elderly and home care services.

ITA Services for treatments related to mental health.

CHILDHOOD OBESITY SERVICE PACK 543 consultations with nutritionists

SERVICES PACKAGE FOR PEOPLE WITH DISABILITIES

ENVIRONMENTAL ECOHOGAR Ecological home assistance insurance.

53,482 policies

ECOFUNERAL Eco-friendly burial insurance aimed at minimising the environmental impact. €533,653 in premiums

CLIMALERT Weather alert service that informs our customers on weather events that may affect their health or home.

DKV Selección without age restrictions.

ONLINE LIVING WILL AND MANAGEMENT OF THE END OF DIGITAL LIFE

24-HOUR FREE MEDICAL HELPLINES Expert advice on paediatrics, childhood obesity, nutrition, pregnancy, women's health, sports medicine and psychological and emotional health.

DENTAL SERVICE Included in DKV policies.

GOVERNANCE 3

LIFE-LONG INSURANCE POLICY We do not cancel policies after 3 years from contracting (individual modality).

WITH COVERAGE FROM DAY ONE Except in certain benefits.

GUARANTEED PRICE We do not raise the price per use (individual modality).

DKV CLUB SALUD Y BIENESTAR Discounts and benefits from health and wellbeing services for insured and their families.

826 services

2021 Data

5

DIGITISATION OF HEALTH QUIERO CUIDARME MÁS THE MOST COMPREHENSIVE DIGITAL HEALTH PLATFORM, WITH OVER:

434,023

226,732

1,000,000

178,413

APP DOWNLOADS

APP USERS

APP SESSIONS

CHATS for general medicine, paediatrics, psychology, coach, midwife and pharmacist

CONSULTATION WITH SPECIALISTS IN: Allergology, angiology and vascular surgery, digestive system, cardiology, general surgery and digestive system surgery, oral and maxillofacial surgery, dermatology and venereology, endocrinology and nutrition, gynaecology and obstetrics, haematology and haemotherapy, general medicine, internal medicine, nephrology, pulmonology, neurosurgery, otolaryngology, paediatrics, psychology, psychiatry, rheumatology, pain treatment, traumatology, orthopaedics and urology.

98,925 APPOINTMENTS 57,680 in person 41,245 video calls

MORE DIGITAL FUNCTIONALITIES: Health folder • Healthy lifestyle index • My diary • Take care of your mind • Card • Family management Club services • Second medical opinion • Digital midwife • Coach • My pharmacy • Challenges • Prevention plans

DIGITISATION OF DISTRIBUTION AND CONTRACTING CHANNELS 206,026

health and burial policies issued online and on paper

> 52,000 99 %

6,700

of policies arrive online (health and burial)

burial claims processed by digital co-workers

82 % policies digitally processed

6

167,324 / 81 % digital Welcome Packs

automatic conversations (chatbots and voicebots)

177,500 conversations held on WhatsApp

ENVIRONMENTAL MANAGEMENT MAIN MEASURES TO REDUCE ENERGY CONSUMPTION

MAIN MEASURES TO REDUCE WATER

100 % of electricity

Water saving devices in all centres

obtained from green energy*

17.1 l

High-efficiency lighting and LED technology

12 %

Daily consumption per employee MAIN MEASURES TO REDUCE PAPER CONSUMPTION

Heat recovery ventilation systems High-efficiency HVAC

Digital editions of medical charts, CDs, internet, mobile phone, etc.

Mass removal of digital files

Collective printers, with obligation of duplex printing

40 % EKOsucursales

270.53 MWh

Private electronic prescription and digital contracting

18 %

Remote signing via mobile phone for new insurance policies

5%

Changes in the paper purchasing policy (recycled + FSC and TFC)

Natural gas consumption

2,139.10 MWh

Total electricity consumption

0.45 kg

MAIN MEASURES FOR WASTE REDUCTION

69 %

Changing to printers with nonhazardous waste

Reduction in tons of paper since 2004

Eliminating single-use plastics

MAIN MEASURES TO REDUCE EMISSIONS IN TRAVEL

Eliminating appliances that work on batteries or replacing them with rechargeable versions

Fleet of hybrid, hybrid electric and low emissions vehicles Giving priority to travelling by train instead of plane

Donation of 250 pieces of equipment to the NASCO Foundation

0.04 kg

21 %

Paper consumption per employee per day

4,394.26 km

5%

covered per employee

20 %

Waste generated per employee/day

INDIRECT CONTRIBUTION TO THE ENVIRONMENT

ZERO EMISSIONS TARGET

846.43 tn Co2 eq

Building awareness among stakeholders

Ekoamigos Group: ambassadors of sustainability in DKV

80 % of company's expense with approved suppliers

Total CO2 emissions

17 %

91.1 %

Since 2004: reduction of CO2 emissions

*Excludes the Andorra branch.

7

CONTRIBUTION TO THE SDGs We measure the impact of our social activities using LBG's methodology.

CONTRIBUTIONS

€631,795

48 %

98 % money 1 % time 1 % kind

18 % 15 %

21 % COVID-19 initiatives

9%

84 % in Spain 16 % in developing countries

6% 4%

ACHIEVEMENTS

€100,241 multiplier effect

1,407 hours

employee volunteer work 20 % salary employees

+ 49

supported projects

173

sponsored children

52 % donations employees

56,000

29 % donations collaborators

8 start-ups

planted trees (since 2013)

related to accelerated digital health and social impact

IMPACTS

123,789

direct beneficiaries

+ 1 million

OBSERVATORIO SALUD Y MEDIO AMBIENTE 2021

people made aware of environmental issues

Positive impact on their quality of life

CAMBIO CLIMÁTICO Y SALUD LA LUCHA CONTRA EL CAMBIO CLIMÁTICO, EL MAYOR RETO PARA LA SALUD MUNDIAL DEL SIGLO XXI

Activistas de la salud

Preparation of a solidarity meal for the NGO Health Warriors.

Litter collection in the annual solidarity march.

INTEGRITY AND TRANSPARENCY WITH OUR CUSTOMERS 168

136

100 %

Documents reviewed with criteria

Complaints and claims from the

Employees took courses

of clarity and transparency

Directorate General of Health

on good governance

6,438

1 Reported privacy gaps.

0 Information leaks from customers.

ARCO rights records

0 Cases managed due to ethical issues from employees.

83 % Opposition

0 Cases managed due to ethical issues from customers.

7 % Access

4 Information requirements from the Control Authority.

5 % Cancellation 5 % Rectification

MAIN REASONS FOR COMPLAINTS AND CLAIMS

27 % Procedure in case of an incident

12 %

Problems with doctor/centre

27 % Others

8,007 Q and R managed

by Customer Protection 46 %

7%

10 %

Problems with authorisation

3%

Insurance policy price

Medical directory

14 %

Cancellation of insurance policy

The increase is mainly due to the increase in sales and to issues with pre-existing conditions in certain products.

MAIN SPECIALISED CARE EVENTS

7,707

Patients with oncological treatments 7%

3.6 %

89 %

Tests that do not require authorisation

Rejected medical tests 0.6 pp

INTEGRITY IN THE OFFER

We guarantee all customers with individual contracts that we will not apply individual price increases in their policies no matter how much they use them.

Extension of contracting ages of all our individual health insurance up to 75 years of age, and we offer DKV Selección, a healthcare product with no contracting age limit.

Pre-existing illnesses, we are the first insurance company that insures customers with preexisting illnesses by paying an additional premium.

Lifelong policy clause, we guarantee nontermination of the contract in health policies with more than three years.

Responsible communication, we set a period of three months between commercial communications in our sales campaigns.

9

LESS PLASTIC, MORE ENVIRONMENTAL HEALTH

FEWER BARRIERS, FURTHER INTEGRATION

If the planet is not healthy, we won't be either.

Having a disability does not mean being

We promote actions that support different environmental

incapacitated. We fight for social and professional

causes, because there is no health in a sick planet and our

integration of all people through Fundación Integralia

duty is to take care of it.

DKV and other awareness actions.

Canciones para los que no quieren escuchar (Songs for those who don't want to listen)

Digital diversity HUB Platform created by Fundación Integralia to offer training and employment itineraries focusing on digital transformation and aimed at people with disabilities who want to improve their employability.

Through music, India Martínez and Dvicio help us make society aware of the importance of protecting the planet in order to take care of our health.

City Health Index

ÍNDICE DE SALUD DE LAS CIUDADES 2021

DKV and Idencity study that analyses the health status of 52 Spanish cities and their population, as well as the social determinants with an impact. The aim is to provide relevant information to promote healthier cities.

Observatory Climate change and health Together with ECODES, we published a new observatory on "Climate Change and health. The fight against climate change, the greatest challenge for global health in the twenty-first century", which warns on the importance of acting against climate change to protect our health.

Memory forest We paid homage to our 768 customers, victims of COVID-19,

by planting a tree in memory of each of them.

Products responsible with the environment The first eco-friendly home insurance and the first eco-funeral insurance.

360 blog 38 articles published on our blog about the environment.

21st Anniversary Fundación Integralia DKV We celebrated the Foundation's anniversary in an event in Madrid, in which we reflected on the shared responsibility of people with disabilities being able to access employment.

We awarded 3 prizes and 13 acknowledgements to people and institutions committed to disability.

Street art: "The triumph of everyday life" On the International Day of People with Disabilities, we partnered with artist Miquel Wert to produce and exhibit a large mural in Barcelona, with the aim of highlighting the importance of equality and the integration of people with disabilities.

LESS THINKING ABOUT EVERYTHING, MORE CARING FOR YOU

LESS JUNK FOOD, MORE FRUIT

We encourage taking care of health and well-being

We work towards raising awareness in society to

in women to promote healthy habits and greater

improve healthy habits from childhood, because we

equality and co-responsibility in family care.

believe that you can learn how to eat healthy.

#TimeToTakeCareOfYourself

I stand firm against childhood obesity

We have partnered with the Malasmadres Club to promote self-care among women through activities that focus on improving the well-being and physical and emotional health of mothers, which is line with the results published in the study "The time to take care of oneself and breathe".

We put up 9 figures in Barcelona and Madrid of obese or overweight children to raise awareness among the public about the importance of preventing this disease and encouraging healthy habits.

For a responsible consumption of saturated fats Together with Carlos Ríos, we presented a manifesto aimed at informing and alerting of the health risks caused by an excessive consumption of certain types of fats and the ultra-processed foods that contain them.

Services for women Women's medical helpline:24/7 telephone number for gynaecological consultations.

Pregnancy medical line:Telephone for consultations related to pregnancy. Available every day of the year.

DKV Instituto de la Vida Saludable & Carlos Ríos, creador del movimiento “Realfooding”

MANIFIESTO POR UN

CONSUMO RESPONSABLE DE GRASAS SATURADAS

Health education We published a manifesto to demand that educational plans include comprehensive healthcare with education on prevention and wellbeing, as well as improving investment in resources to integrate healthcare from childhood.

Fluye Project We are joining this project, created by Fundación Trilema in collaboration with Danone, with the aim of promoting education in classrooms on healthy habits and developing personal wellbeing skills.

Solidarity race We sponsored the race Carrera Antena Solidaria, with the aim of promoting healthy habits and contributing to the creation of opportunities for the younger generations of Ghana and by providing them with digital education through the NGO NASCO Feeding Minds.

Join the manifesto

2030 COMMITMENTS

HE

H

Being the first climate-positive insurer in the country.

Promoting entrepreneurs and start-ups that work on environmental health solutions.

Compensating all the emissions generated by the company since its inception (1932).

Supporting science in disseminating research on the impact of climate change on health.

Calculating and helping reduce emissions generated by our stakeholders. Being the first company to complete Scope 3 (by 2023).

Fighting against disinformation and fake news on science, health and climate change.

Developing products, solutions and services against climate change.

Including the climate impact and environmental scope in the calculation of risk in our health insurance.

Planting at least 1 million trees by 2030.

Setting environmental and climate targets for all DKV managers.

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