CREATING A CULTURE THAT FOSTERS INNOVATION AND EMBRACES CHANGE
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CREATING A CULTURE THAT FOSTERS INNOVATION AND EMBRACES CHANGE
We are the Unimed
System’s insurer.
The world’s largest
medical cooperative.
344
health cooperatives, present in
Cooperative 84% of Brazilian municipalities
115,000
cooperated physicians
25% of the total physicians in Brazil
18 million
customers in Brazil
37% share of health insurance market
6 million
clients in five branches of insurance
Headquarters in São Paulo
and presence at
22 Regional Offices
throughout Brazil
More than
1,200 employees
R$3.26 billion Solid,
in consolidated annual revenue (2018)
sustainable,
R$ 4.13 billion and responsible
in total investment portfolio (2019)
16.7 %
annual growth of the financial investments
R$ 1.16 billion
in consolidated equity (2018)
Life Pension Fund Property Health Dental
& Liability
BRAZIL
Times of little MAIN TRENDS:
competition
in the financial 529 fintechs
market are in the market
over, especially +828%
in the retail since August 2015
and insurance 75 financial
industry. efficiency platforms
Evolution of the
Brazilian fintechs
37 insurtechs
environment ongoing projects
(2015 to 2019)
151 payment
initiatives
Source: Radar FintechLab,
June 2019.
Digital transformation of
the business based on a culture
of cooperation and innovation.
TOP
STRATEGY
CULTURE
DOWN
Dimensions to approach innovation
Delivery of a unique physical and digital experience, designed
Customer experience based on the perspective of the customers and employees
Customized Products and services that combine the best of the physical
products and services world with the best of the digital world
End-to-end digital operating model, which eliminates operating
Digital operation barriers, increases efficiency and reduces risks
Organization oriented to collaboration and co-creation between
Organization and culture different areas, with the learning of new design methodologies
Technological investment as a fundamental enabler of
Technologies delivering a new experience
Source: Roberto Ciccone, Seguros as a service, CIAB 2018.
TIMELINE
2015 2016 2017 2018 2019
Beginning of investments
in the renewal of technology
bases and data intelligence Progressive replacement
Recognition and Defining our positioning: of manual processes and
dissemination of innovation and Implementation printed documents with
the best experiences digital transformation of the digital end-to-end digital
of the Unimed as drivers of the innovation cell, operations Launch of the cooperative,
System; one of the 2016-2021 Strategy with dedicated welfare and financial
criteria is digital staff protection platform, with
innovation Opening of the digital broker, shared
Go Digital Project with the Unimed System
Integration of applications,
social networks, artificial
Employee engagement and intelligence and IoT in
strengthening the internal the healthcare customer
culture of cooperation and journey
innovation
More than 700 innovation and continuous
improvement projects registered by the
Unimed System since 2015.
Cumulative evolution. 2019
2018 772
projects
2017 597
projects
2016
384
projects
2015
190
In the last two years, the winners visited projects
Kaiser Permanente (USA) and 12 39
projects
cooperatives or innovation platforms in Cases are available for the
France. Initiative recognized by the National entire Unimed System at
Insurance Confederation (CNSeg). the Innovation Bank, hosted at
inovamaissaude.com.brIn line with the strategic driver of
strengthening the Company's culture of
innovation, our program encourages and
recognizes creative thinking and teamwork
to achieve our vision for the future.
Ideas for digital innovation
2017 2018 2019 Workshops already implemented from
internal development:
79 31 44 16h 15h • Digital Reimbursement Application
registered registered registered design thinking ideas
projects projects projects and presentation pitches • Seguros Unimed Unified Application
training (2018)2018 2019 2020
Until July 12 month projection
After 18 months, the Digital+ 60 mapped processes 86 mapped processes
Project eliminated 1.54 million
27 reviewed processes 45 reviewed processes 86 reviewed processes
pages, producing savings by
reducing prints, paper, mail Removed prints: Removed prints: Removed prints:
and document storage, which 780,000 pages 1.54 million pages 2.60 million pages
already exceed R$2.7 million.
Savings (27 initiatives): Savings (45 initiatives): Savings (86 initiatives):
R$1.9 million R$2.7 million R$4.6 million
11 areas engaged 14 areas engaged 16 areas engaged
70% SLA reduction 80% SLA reduction 85% SLA reduction• Contract and document • Smart Medical Guide with • Telemonitoring of complex cases, • App for digital reimbursement
digitalization online scheduling for family elderly and hyper users of consultations and medical
(Digital+ Project) physicians • Telemedicine procedures
• Digital broker • Portfolio and providers network • Population health management • Service website
georeferencing platform
• Chatbot at the Customer
• Facial recognition for digital • IoT to manage diabetes Relationship Center
authentication at the service • Chatbots with chronic patients
providers (pilot) • Nina virtual assistant
• App for pregnant women
• Virtual card (holder’s • Wellness app
identification)
• Primary Health Care
• Robotized automation process (12,000 exposed individuals)
Digital of claims regulation
innovation • Preferential service providers
cell • Business analytics for measuring
care efficiency • Payment models per capitation,
outcomes, and bundlesDigital shared value ecosystem for the Unimed System. Mobile application to facilitate and integrate the initiatives and innovations of the Unimed System and, in the future, of other cooperatives, offering complete solutions. It focuses on providing customers with interactions on wellness, quality of life and financial protection, promoting collaboration and creating a communication channel and local or broad relationship.
Value and differentials: • Business model entirely based on intercooperation • Generation of opportunities from the exchange of information • Digital solutions offered to the Unimed System and its customers • Relationship and marketing in digital format • Cross-selling opportunities • Data intelligence for product offerings and pricing
Choosing the technology partner: • Technology company created by the Unimed System’s cooperatives • Business knowledge and guarantee of competitive advantage • Open source technology (Unio SDK) throughout the architecture • Basis for nationally launching digital innovations from Unimed cooperatives • Compensation for the cooperatives that share their solutions
A minimum viable product (MVP) is being tested in selected Unimed
cooperatives up to October 2019. From this, the platform will be
launched and continuously improved.
OFFER OF NEW PRODUCTS
MY UNIMED: WELLNESS
PRODUCTS AND SERVICES PLATFORM
UNIMED
DIGITAL BROKER MARKETPLACEMY UNIMED: PRODUCTS AND SERVICES White label tool, which bears the brand of Seguros Unimed or the one of each associated Unimed, personalized with specific products and services for its customers, members or employees.
WELLNESS PLATFORM Purpose of improving the users’ quality of life through activities, information and lifestyle tracking in a gamified and social way. International partner, with gold standard market application, available in 30 countries and 11 languages.
OFFER OF NEW PRODUCTS
UNIMED
DIGITAL BROKER MARKETPLACE
100% digital purchase
flow for individual
products by
Seguros Unimed:
FIRST STEP:
Partners aligned with the
• Dental plan United Nations Sustainable
• Home insurance Development Goals, with free
• Life insurance offerings for Unimed clients.
Content: good health and
wellness, patient safety,
quality education, easy to use.Vision and business plan
Unimed joins the platform.
Stakeholders involved: clients,
members (cooperated) and
employees.
Products are offered.
Platform offered at no cost A lead is generated.
to the Unimed cooperatives,
with the option of The Digital Broker closes
white label integrations. the sale and pays a
commission to the Unimed
Access to data for cooperative.
insurance offerings.
Seguros Unimed
issues the policy.• Platform in permanent evolution • Customer loyalty • Profit sharing for generated business • No investment or maintenance costs • Focus on the core business
Source: Apud Trebor Scholz. Plataform cooperativism: challenging the corporate sharing economy, 2016.
Helton Freitas CEO helton.freitas@segurosunimed.com.br +55 11 3265 9977
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