Unimed System Sustem Sustainability Report 2015

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Unimed System Sustainability Report
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Complaints and criticisms management
The creation of new relationship channels tightens relationships with beneficiaries, and
also incentive them to register complaints and dissatisfactions. Aiming at satisfying ben-
eficiaries, the Unimeds count on various channels to deal with possible complaints, and
in 2013 the “Talk to Unimed” channel was launched, which is available on the Unimed
Portal and directs manifestations to the respective cooperatives. In 2014, although the to-
tal number of complaints and criticisms increased 22.46%, these manifestations settling
percentage increased to 94.53% compared to the 89.25% percentage registered in 2013
among the 231 Unimeds reporting these indicators.
Complaints and criticisms management 2013 2014
Total number of consumer complaints and criticisms 366,939 449,369
At the Cooperative 314,295 390,770
At ANS 18,518 14,962
At the Better Business Bureau 4,396 12,147
In Court 29,730 31,490
Number of settled complaints and criticisms 327,524 424,829
At the Cooperative 298,463 386,210
At ANS 12,448 12,724
At the Better Business Bureau 2,983 8,821
In Court 13,630 17,074
“Talk to Unimed” channel
Launched in March 2013, the Talk to Unimed channel, available on the Unimed Portal,
allows beneficiaries to register suggestions, compliments and complaints, and request
doubt clarifications. Likewise, other parties interested in talking to the Unimed System
cooperatives can post their messages, which will be automatically directed to the respec-
tive Unimeds.
Distribution of the main reasons for manifestation in 2014:
Source: CRM System
Insurance purchase
Coverages
Slip 2nd counterpart
Complaint
Medical procedure
Medical guide
Invoice
Grace period
Other
22.26% 17.15%
10.90%
3.65%
4.04%
5.11%
6.62%
16.35%
13.92%