Informe de Gestión y Memoria de Sostenibilidad 2020OUR PERFORMANCE IN 2020
Managing
the needs of the most affected workers
The COVID-19 pandemic also put Mutua Universal’s capacity to adapt to the test, especially concerning the management of benefits for protected workers and, in particular, the self-employed.
Special benefits for self-employed workers: cross-cutting implications felt throughout the Company
The main areas affected by the exceptional regulations which came into effect during the pandemic were the management of the temporary incapacity benefits derived from exposure to COVID-19 and, in particular, the management of the special benefits aimed at self-employed workers who were forced to stop working. This exceptional demand made it necessary to develop a comprehensive response plan with several lines of action:
- Involvement of the Company's entire team.
- Robotisation of the processes of reviewing default and pluriactivity.
- New online system for managing applications.
- Communication channels: development of communication materials aimed at explaining and easing the application process, as well as offering updated information.
183,700applications from self-employed workers applying for special benefits for having to stop work
TOTAL AMOUNT OF SPECIAL BENEFITS MANAGED
€123m
for temporary work stoppage due to exposure to COVID- 19
€436m
for special benefits to self-employed workers
SDGS WITH DIRECT IMPACT
Recognition for insurance companies in an extremely demanding year.
The effort made by Mutua Universal's professionals in order to maintain the high standard of service has been recognised with the highest rating in the historical series of the "Service Quality Survey". The general conclusions point to an overall improvement in quality of service for all groups, especially among the self-employed and representatives.
1,919
surveys carried out
8.53
overall score record
8.50
large companies
HISTORICAL RECORD
7.96
self-employed workers
8.73
advisors
7.87
small and medium-sized companies
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