{"id":12728,"date":"2025-07-02T16:20:28","date_gmt":"2025-07-02T19:20:28","guid":{"rendered":"https:\/\/acrisure.com.br\/insights\/?p=12728"},"modified":"2026-02-24T12:21:59","modified_gmt":"2026-02-24T15:21:59","slug":"ans-regras-relacionamento","status":"publish","type":"post","link":"https:\/\/acrisure.com.br\/insights\/ans-regras-relacionamento\/","title":{"rendered":"ANS define novas regras de relacionamento entre planos de sa\u00fade e benefici\u00e1rios"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; admin_label=&#8221;Post&#8221; _builder_version=&#8221;4.19.4&#8243; custom_padding=&#8221;0px||0px||false|false&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row admin_label=&#8221;Post&#8221; _builder_version=&#8221;4.27.3&#8243; background_size=&#8221;initial&#8221; background_position=&#8221;top_left&#8221; background_repeat=&#8221;repeat&#8221; width=&#8221;100%&#8221; custom_padding=&#8221;0px||0px||false|false&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text admin_label=&#8221;Conte\u00fado&#8221; _builder_version=&#8221;4.27.3&#8243; _module_preset=&#8221;default&#8221; text_letter_spacing=&#8221;1px&#8221; custom_margin=&#8221;||||false|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p>Entraram em vigor as novas regras para o relacionamento entre as operadoras e os benefici\u00e1rios de planos de sa\u00fade. Com as mudan\u00e7as, a <strong>Ag\u00eancia Nacional de Sa\u00fade Suplementar (ANS)<\/strong> busca melhorar a experi\u00eancia do consumidor, garantindo mais agilidade, acompanhamento detalhado e agilidade na resolu\u00e7\u00e3o nas respostas \u00e0s demandas. As novas regras est\u00e3o regulamentadas na\u00a0<strong><a href=\"https:\/\/www.ans.gov.br\/component\/legislacao\/?view=legislacao&amp;task=textoLei&amp;format=raw&amp;id=NDU5Ng==\" target=\"_blank\" rel=\"noopener\">Resolu\u00e7\u00e3o Normativa (RN) n\u00ba 623\/2024<\/a>.\u00a0<\/strong><\/p>\n<p>A nova resolu\u00e7\u00e3o estabelece que as operadoras dever\u00e3o:<\/p>\n<ul>\n<li>Tratar solicita\u00e7\u00f5es n\u00e3o ligadas \u00e0 cobertura de procedimentos;<\/li>\n<li>Permitir que os benefici\u00e1rios fa\u00e7am acompanhamento online do andamento de suas\u00a0solicita\u00e7\u00f5es;<\/li>\n<li>Divulgar de forma clara,\u00a0no site da operadora,\u00a0os canais de atendimento e ouvidoria;<\/li>\n<li>Fornecer respostas claras e dentro dos prazos determinados pela ANS (veja abaixo);<\/li>\n<li>Esclarecer por escrito, obrigatoriamente, as raz\u00f5es de negativas de cobertura, mesmo sem o consumidor pedir.<\/li>\n<\/ul>\n<h2>As principais mudan\u00e7as estabelecidas pela ANS<\/h2>\n<p>A partir de <strong>1\u00ba de julho de 2025<\/strong>, as operadoras passam\u00a0a ser obrigadas a\u00a0fornecer n\u00famero de protocolo ou registro ao final do atendimento.\u00a0Ser\u00e1 necess\u00e1rio a garantia\u00a0de\u00a0que o benefici\u00e1rio possa acompanhar o andamento da sua solicita\u00e7\u00e3o pelo\u00a0canal indicado pela operadora.<\/p>\n<p>Com isso, o consumidor deve ser informado conclusivamente se autorizado ou n\u00e3o o procedimento,\u00a0nos seguintes prazos:<\/p>\n<ul>\n<li><strong>Resposta imediata<\/strong>: urg\u00eancia e emerg\u00eancia na forma da legisla\u00e7\u00e3o;<\/li>\n<li><strong>At\u00e9 10 dias \u00fateis:<\/strong>\u00a0procedimentos\u00a0de alta complexidade (PAC) ou de atendimento em regime de interna\u00e7\u00e3o eletiva;<\/li>\n<li><strong>At\u00e9 5 dias \u00fateis<\/strong>: aplic\u00e1vel para os demais casos n\u00e3o enquadrados nos anteriores.<\/li>\n<\/ul>\n<p><strong>Detalhe importante:<\/strong>\u00a0o prazo de resposta conclusiva n\u00e3o \u00e9 o mesmo do prazo da garantia de atendimento.<\/p>\n<p>Assim, as operadoras n\u00e3o poder\u00e3o mais utilizar termos e resposta gen\u00e9rica como \u201cem an\u00e1lise\u201d ou \u201cem processamento\u201d, por n\u00e3o serem conclusivas.<\/p>\n<p>Para as demais solicita\u00e7\u00f5es que n\u00e3o se referem \u00e0 cobertura de procedimento \u2013 como casos de reajuste, cancelamento de contrato, portabilidade, entre outros \u2013 o prazo de resposta conclusiva \u00e9 de <strong>7 dias \u00fateis<\/strong>.<\/p>\n<p>As novas regras tamb\u00e9m implicam nas administradoras de benef\u00edcios, pois dever\u00e3o cumprir as novas regras de relacionamento naquilo que for compat\u00edvel com suas responsabilidades perante o consumidor. Al\u00e9m das novas regras, a ANS tamb\u00e9m anunciou o <strong><a href=\"https:\/\/acrisure.com.br\/insights\/ans-define-teto-de-606-para-reajuste-de-planos-individuais-e-familiares-em-2025\/\" target=\"_blank\" rel=\"noopener\">reajuste do teto<\/a> <\/strong>dos planos de sa\u00fade individual e familiar.<\/p>\n<h3>Leia tamb\u00e9m<\/h3>\n<ul>\n<li><a href=\"https:\/\/acrisure.com.br\/insights\/ans-incorpora-tecnologias-ao-rol\/\">ANS inclui tratamento para c\u00e2ncer de tireoide ao Rol<\/a><\/li>\n<li><a href=\"https:\/\/acrisure.com.br\/insights\/ans-tres-novas-tecnologias\/\">ANS incorpora tr\u00eas novas tecnologias ao Rol<\/a><\/li>\n<li><a href=\"https:\/\/acrisure.com.br\/insights\/ans-atualiza-rol\/\">ANS atualiza Rol de Procedimentos e amplia planos de sa\u00fade<\/a><\/li>\n<\/ul>\n<h3>Atendimento virtual obrigat\u00f3rio<\/h3>\n<p>Al\u00e9m dos atendimentos presenciais e por telefone, que j\u00e1 s\u00e3o exigidos, as operadoras tamb\u00e9m ter\u00e3o que disponibilizar canais digitais de atendimento 24 horas, todos os dias da semana \u2014 por meio de sites, WhatsApp ou outras plataformas.<\/p>\n<h3>Refor\u00e7o do papel da Ouvidoria da operadora no relacionamento<\/h3>\n<p>A\u00a0<strong>RN 623\/2024<\/strong>\u00a0estimula\u00a0o papel da Ouvidoria da operadora, seja\u00a0pela\u00a0obrigatoriedade de acompanhamento da resolutividade dos canais de atendimento,\u00a0seja pela rean\u00e1lise da solicita\u00e7\u00e3o do benefici\u00e1rio quando houver resposta\u00a0negativa por parte da central de atendimento.\u00a0O acesso \u00e0 Ouvidoria deve ser facilitado pela operadora.<\/p>\n<p>Com a entrada em vigor da RN, a rela\u00e7\u00e3o entre consumidores e operadoras de planos de sa\u00fade d\u00e1 um passo importante rumo \u00e0 transpar\u00eancia, efici\u00eancia e respeito aos direitos dos benefici\u00e1rios. As novas diretrizes n\u00e3o apenas fortalecem os canais de comunica\u00e7\u00e3o, mas garantem respostas mais r\u00e1pidas e transpar\u00eancia aos processos.<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Essas falhas v\u00e3o desde o acionamento incorreto de m\u00e1quinas at\u00e9 a manipula\u00e7\u00e3o inadequada de subst\u00e2ncias perigosas. E o risco se intensifica quando a cultura organizacional n\u00e3o valoriza a preven\u00e7\u00e3o.<\/p>\n","protected":false},"author":1,"featured_media":12742,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":"","_links_to":"","_links_to_target":""},"categories":[78],"tags":[95],"class_list":["post-12728","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ans","tag-legislacao"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>ANS define novas regras de relacionamento<\/title>\n<meta name=\"description\" content=\"Entraram em vigor as novas regras para o relacionamento entre as operadoras e os benefici\u00e1rios de planos de sa\u00fade.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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