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Presentation supervision

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Presentation supervision

  1. 1. My internship in DKV Segurosin Zaragoza, SpainNadine Zernott
  2. 2. • Corporate Information• DKV Group• Our Products• Social Commitment• Role Play – Customer ServiceTABLE OF CONTENTS
  3. 3. CORPORATE INFORMATION• Spanish affiliate of German health insurance companyDeutsche Krankenversicherung AG• Part of Munich Health – groups health specialistcompanies of Munich Re since 2006• Premium volume earned in 2011 - 625 million €,growth of 3% over previous year• Present throughout Spain, 2000 employees, 2 millionclients – significant presence in Catalonia and thenorthern part of Spainwww.dkvseguros.com
  4. 4. • European leader in health insurances• 7.6 million clients• Premium volume of 5.3 billion EurosDKV GROUPREINSURANCECAPITAL MANAGEMENTGRUPO MUNICH REDIRECT INSURANCEERGO GROUPHEALTHMUNICH HEALTHMEAGSTOREBRAND DKV(SELA)SOUTHERNEUROPE/LATINO AMERICAAPOLLO DKV MEDNET(NECE) (APAC) (MEA)ASIA/PACIFICNORTHERN/EASTERN/CENTRAL EUROPEMIDDLE EAST/AFRICA
  5. 5. OUR PRODUCTSProduct CharacteristicsDKV Integral + Modular Medical directoryDKV Mundisalud (80/90%) +Residentes (100%) +TOP Health (100%)Reimbursement + Coverage abroadDKV Dentisalud Dental CareDKV Renta Subsidy productsDKV Accidentes Accident insurancesERGO Hogar Household insuranceERGO Protección Familiar Life insurance
  6. 6. Fundación Integralia• Call and service center for customers• 120 people with serious disabilities employed• Consumer information, switchboard service,satisfaction surveys, making appointmentsvia telephone, fax and internet• Spanish company with largest nº of disabledintegrated employees• Most highly considered Spanish insurance companyfor its social activitiesSOCIAL COMMITMENT
  7. 7. • International Marketing department• Managing advertising media• Translations of all kinds• Consulting clients -> insurances• Customer Service => Role PlayMY TASKS
  8. 8. Role Play – Customer Service• React to a customer request where the customer isdesperate (Mr Miller), because the company won’trefund his wife’s hospital treatment, although he isconvinced that it was an emergency – reason forrefusal: period of grace has not been passed
  9. 9. Thank you foryour attention!

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