Presentation supervision
- 1. My internship in DKV Seguros in Zaragoza, Spain Nadine Zernott
- 2. • Corporate Information • DKV Group • Our Products • Social Commitment • Role Play – Customer Service TABLE OF CONTENTS
- 3. CORPORATE INFORMATION • Spanish affiliate of German health insurance company Deutsche Krankenversicherung AG • Part of Munich Health – groups health specialist companies of Munich Re since 2006 • Premium volume earned in 2011 - 625 million €, growth of 3% over previous year • Present throughout Spain, 2000 employees, 2 million clients – significant presence in Catalonia and the northern part of Spain www.dkvseguros.com
- 4. • European leader in health insurances • 7.6 million clients • Premium volume of 5.3 billion Euros DKV GROUP REINSURANCE CAPITAL MANAGEMENT GRUPO MUNICH RE DIRECT INSURANCE ERGO GROUP HEALTH MUNICH HEALTH MEAG STOREBRAND DKV (SELA) SOUTHERN EUROPE/ LATINO AMERICA APOLLO DKV MEDNET (NECE) (APAC) (MEA) ASIA/ PACIFIC NORTHERN/ EASTERN/ CENTRAL EUROPE MIDDLE EAST/ AFRICA
- 5. OUR PRODUCTS Product Characteristics DKV Integral + Modular Medical directory DKV Mundisalud (80/90%) + Residentes (100%) + TOP Health (100%) Reimbursement + Coverage abroad DKV Dentisalud Dental Care DKV Renta Subsidy products DKV Accidentes Accident insurances ERGO Hogar Household insurance ERGO Protección Familiar Life insurance
- 6. Fundación Integralia • Call and service center for customers • 120 people with serious disabilities employed • Consumer information, switchboard service, satisfaction surveys, making appointments via telephone, fax and internet • Spanish company with largest nº of disabled integrated employees • Most highly considered Spanish insurance company for its social activities SOCIAL COMMITMENT
- 7. • International Marketing department • Managing advertising media • Translations of all kinds • Consulting clients -> insurances • Customer Service => Role Play MY TASKS
- 8. Role Play – Customer Service • React to a customer request where the customer is desperate (Mr Miller), because the company won’t refund his wife’s hospital treatment, although he is convinced that it was an emergency – reason for refusal: period of grace has not been passed
- 9. Thank you for your attention!