LESS TALK
MORE TRANSPARENCY 2019 INTEGRATED CORPORATE REPORT EXECUTIVE SUMMARY
HEALTH ACTIVISTS
EXECUTIVE SUMMARY
2019 Integrated corporate report
WHO WE ARE Purpose
DKV is a personal insurance company specialising in HEALTH, committed to people and orientated to sustainable development
WE STRIVE FOR A HEALTHIER WORLD Vision
We want to be benchmark for those who want to care for their health and for that of loved ones throughout their lives
Mission It is part of ERGO, one of the largest insurance groups in EUROPE, 100 % owned by Munich Re AG, the global LEADER in reinsurance
DKV is characterised by the innovation in its products and by the development of a CUSTOMERORIENTED business policy that guarantees solidity, security and the excellent quality of its services
We contribute to improving the health and wellbeing of people through excellent insurance and solutions in a responsible way
Values
COURAGE
AUTHENTICITY
HONESTY
SIMPLICITY
WARMTH
Javier Vega de Seoane
Josep Santacreu
"We have been working on our Quiero cuidarme Más telemedicine platform for over five years. In 2019 it took a qualitative leap forwards when we included functions such as a healthy habits coach, a digital midwife and video consultations with specialists. At a time of crisis like the one we are living due to COVID-19, telemedicine has become crucial in relieving visits due to emergencies. And it has helped DKV by opening the platform to the whole of society"
"At DKV we have proven that it is possible to develop a profitable and sustainable company with a perspective more committed to the planet and society as a whole. We want to go one step further in our commitment and adopt a clearer and more direct public position, an activist role that encourages organisations to join the change that the planet and society needs"
Chairman of DKV Seguros
CEO
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
f ewer b arr i ers , f urther i ntegrat i on 2
DKV
DKV GROUP, EXPERTS IN HEALTH € 818,237M
volume of premiums acquired
1.8M
insured
4 %
3 %
VOLUME OF PREMIUMS BY BRANCH
€ 702.4M HEALTHCARE
€ 59.7M FUNERALS
INCOME PROTECTION
€ 30.8M
€ 12.0M HOME
€ 9.5M LIFE
ACCIDENTS
85.8 % of the business
7.3 % of the business
3.8 % of the business
1.5 % of the business
1.1 % of the business
0.5 % of the business
€ 47.5M
€ 35.1M
7 %
Pre-tax profit
5 %
Net profit
€ 279.5M
BUSINESS GROWTH
9 %
+ 4 % total
Net equity
premiums
5
20
New products or developments to existing products
754
Employees
24
Sales branches
Healthcare centres
+ 8 % individual health insurance
6.7 %
Improvements in existing products
22
€ 3.9M
Share of the health market (healthcare income and reimbursement)
49,013
Healthcare professionals
42
Branches
4,169
Agents and brokers 3
EXECUTIVE SUMMARY
2019 Integrated corporate report
2020 COMMITMENTS FOR A HEALTHIER WORLD
We guarantee that we will not cancel any individual health policy that has been held for more than three years.
We will remove at least 30 % of authorisations for medical tests.
S
G LON LIFE ICY POL
HEA L HAB THY ITS
IN
NO VA SIM TI VE PL IC ITY
ON
L
CHILD HO OBES OD ITY GU AR PR ANT IC EE E D
RE
SPO
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.
4
OP
ET N A PL CLEAR LANGUAGE
NSIB
LE MANAGEMEN
BEING
ECT RESP e end to th right
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 ones.
RESPONSI
BLE
COMMITMENTS
PE
ELLDW AN TH AL HE N S E’ TIO EN EV PR
L SO
I UT
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.
We will promote early diagnosis activities aimed at least to a third of insured persons with health insurance.
We impact more than a million people per year, promoting childhood obesity prevention in Spain.
T
Incentivise the sales force, valuing their transparency through the use of clear language.
We will achieve an 80 % CO2 reduction and a 71 % paper reduction, compared with 2004.
DKV
TRANSPARENCY TRANSPARENCY BUILDS TRUST IN SOCIETY, AND THEREFORE CREATES VALUE IN COMPANIES
RELATIONSHIP WITH PUBLIC BODIES
CUSTOMER EXPERIENCE
100 %
7,242
Taxes paid in Spain
700
Customers with oncological treatments
70 %
Information requests (mostly from the Spanish Tax Agency, Social Security and the courts)
19
2.02 %
Medical tests rejected vs authorised
5 %
Tenders submitted
80,461
DEFAULTS
78 %
88.7 %
Tests without medical authorisation
Registrations of ARCO rights (access, rectification, cancellation and opposition of personal data) and subscriptions* to our publications
10 pts
Success in claiming defaulted premiums
€ 975,169
65
Default recovery
29 %
Queries and complaints from the DGS* Main reasons: • Pre-existing conditions • Claim rejected according to the insurance policy’s conditions • Cancellation after the deadline
... 3,631
• Premium increases
2 % Debt from rent
8 % Fraud
19 %
Healthcare expenditure
7 % 62 %
Premiums
2 %
Debt from Health Spaces
Debt from mediators
24.5 %
of the health portfolio
18 %
Complaints and claims managed by the Customer Care department. Reasons: • Processing of the claim • Issues with a doctor/centre • Medical directory and authorisations • Other
83
Documents reviewed following clarity and transparency criteria
*The criteria have changed, and not only the ARCO submitted directly to the ARCO tray have been considered, but also indirect requests due to the regulatory change of December 2018. 5
EXECUTIVE SUMMARY
2019 Integrated corporate report
DIGITAL EXPERIENCE WOMAN (36 years old) Pregnant with her first daughter She lives in a large city She is employed She is a user of online services and social media
Motivations
Frustrations
Take care of herself Correctly monitor her pregnancy
The scattering of medical reports and queries about maternity
I need to take care of myself
I want to monitor my pregnancy
I check my Healthy Life Index (Quiero cuidarme+)
I check the medical directory and request an online appointment (QC+, DKV website and DKV app)
I see that I have to eat better and exercise
I keep my analyses and tests in the Health Folder (QC+)
I contact the healthy habits Coach via chat (QC+)
I buy a nutritionist voucher (DKV Club Salud y Bienestar)
I feel dizzy and contact a doctor via videoconference (QC+)
I want to clarify my doubts about breastfeeding or not. I ask my Digital midwife (QC+)
Quiero Cuidarme Mรกs is a digital health platform that enables you, as a DKV healthcare customer, to manage the most important aspects of your health, as well as take care of your own health by providing information and advice that promote healthy lifestyles.
6
DKV
CREATING SHARED VALUE + 49,000
VALUE FOR CUSTOMERS
99 %
8.1
11
Complaints resolved on time
Health recommendation
DAYS
service points
88.7 %
Average resolution time for claims and complaints
tests without medical authorisation
61 %
Medical directory with the highest number of best-rated doctors
VALUE FOR EMPLOYEES
of women staff
3
Official qualifications from the new DKV University
B+ rating
96 %
11
Permanent contracts
87
Work-life balance initiatives
€ 821,162
Years as Best Work Place
84 %
Investment in training
90 %
Satisfaction level
Level of commitment of our employees
VALUE FOR THE NETWORK OF COLLABORATORS
€ 30.3M
€ 408.6M
Commissions to mediators
Payments to healthcare providers 72 % from healthcare premiums
63,270 Hours of commercial training
+200
Brokers have participated in the new Relationship plan
SOCIAL IMPACT
Contributions by country
Health
Spain
56 %
96.3 %
Environment
Other countries
2,426 HOURS
18 %
22.9 DAYS
14.6 DAYS
Contributions by area
Money 84% Time 16%
Average payment time to general service providers to doctors in electronic billing
International cooperation
2 %
Reduced inequalities
7 %
Partnerships
Employee volunteer work
17 %
€ 501,616 Total value
ECONOMIC VALUE
€ 11.4M
Tax contribution in Spain
€ 678.6M Investments
€ 10.8M
Acts saved for the public health system
€ 107.8M
Salaries and benefits for employees
€ 503.3M Payments to suppliers
7
A PLANET WITH
FEVER? Increase in extreme temperatures
Higher frequency, intensity or amount of rainfall Higher intensity and frequency of drought Increased sea level by several metres over the next few centuries Loss of biodiversity and higher probability of forest fires Changes in the regional climate characteristics and in terrestrial and oceanic ecosystems
What impact will these changes have on people? Increased health risks (extreme temperatures, contamination, etc.)
Less food quantity and quality
Higher risks for human safety
Impact on economic growth
Reduced water availability and worse quality (water stress)
Loss of livelihood and increase in poverty
DKV
LESS FUMES MORE PEDALS OUR GOAL
REDUCE CO2 EMISSIONS
LED lighting
High efficiency HVAC systems
Promoting the use of videoconferences
Digital medical directory
Heat recovery ventilation
Taps with sensors
Compulsory use of AVE trains instead of planes
Printers with recyclable toner
INDIRECT CONTRIBUTION TO THE ENVIRONMENT
Building awareness among stakeholders
78 %
Variable remuneration Ekoamigos Group: of the CEO linked ambassadors of to environmental results sustainability at DKV
Company’s expense with approved suppliers
Employee environmental activism sessions
2019 KEY INDICATORS
0.85 kg
5 %
Paper consumed per employee/day
35 %
Reduction in use of fuel
0
emissions
100 % Green energy
PAS2050 Calculation of CO2 emissions per policy
Emission offset
0.08 kg
47 %
Waste generated per employee/day
-24% / -78% reduction since 2017 / 2004***
54.05 l
24 %
Bottled water per employee/year
* We have increased the consumption of paper due to the fact that not yet all the policies have been issued in their digital version and the DKV logo has been changed, with now up to three different printing options for letter paper. In addition, the paper delivered to customers by legal requirement has been doubled. ** Not including Andorra. *** Scope 1 and 2.
9
OBESITY,
FIGHTING CHILDHOOD A CHALLENGE OF THE 21ST CENTURY The number of children aged 0 to 5 years that are overweight or obese increased from 32 million in 1990 to 41 million in 2016, According to the World Health Organisation (WHO) In Spain, there is a percentage of overweight or obesity of 31% in girls and 37% in boys Currently, one of the issues that most concerns health experts is the large amount of sugar we consume without realising it
According to the DKV Healthy Living Institute and Sant Joan de Déu Hospital:
45 %
of parents say that their children are sedentary for one to two hours a day
57.86 %
state that their children’s favourite leisure activity is watching television
DKV
LESS JUNK FOOD MORE FRUIT ACTIONS FOR SOCIETY MANIFEST for a responsible consumption of SUGAR in order to disclose the risks, causes and consequences for human health of an abusive consumption of this substance.
Collaboration with @carlosriosq, @luciamipediatra and @hermanostorres to spread healthy diet habits.
TED TALKS sponsored by DKV 544,188 video views 3,582 attendees to the talks
Guide to Good Practices in the prevention of CHILDHOOD OBESITY, with the Ship2B Foundation and Rafael Casas
1st Study on Healthy Habits of DISABLED PEOPLE, as well as the contexts and situations aimed at improving their well-being
Which is the Healthy Life Index (HLI) of EXECUTIVES in Spain? Study conducted together with Universidad Europea
Quiero Cuidarme Blog Specialising in health and well-being content
4,093,416
2,612,410
page views
users
ACTIONS WITH CHILDREN, YOUNG PEOPLE, PARENTS AND SCHOOLS
Workshops on healthy habits
Learning and Service Awards
465
1,539
5,640
students
beneficiaries
52
students parents / teachers
ACTIONS WITH CUSTOMERS
Childhood Obesity Prevention Plan
Childhood Obesity Medical Helpine
Childhood Obesity service pack
Health coach and nutrition medical helpline 11
DKV MANIFESTO
We believe that a better and healthier world is possible. We’re not crazy. We’re nonconformist. We’re people who are eager to improve our surroundings. Now we know that it’s true, that change is in our hands. The time has come to be heard louder than ever.
We’re activists! AND WE’RE NOT ALONE There are many everyday activists out there who are infectious with their different lifestyle: parents who take care of their children and educate them in sustainability and solidarity, health professionals who fight untiringly for better health services, researchers who give their all in obtaining answers and providing resources to the world. People who change daily habits. Because big changes come from small decisions, and especially from oneself. This is why we are responsible for our health and our planet: Only if we take care of the environment will we achieve a healthier world. We’re more about the walk than the talk. Because we know each of our acts count, from bringing fruit to the office to offering more responsible insurance: A lifelong policy, a guaranteed price, with no age limits, the progressive elimination of authorisations or the promotion of telehealth, for both digital prescriptions and online video consultations. Everything helps create the change we are pursuing.
It’s now. And we’ll do it together.
WE ARE HEALTH ACTIVISTS.
ARE YOU WITH US?
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