{"id":6471,"date":"2019-09-18T12:45:18","date_gmt":"2019-09-18T15:45:18","guid":{"rendered":"https:\/\/acrisure.com.br\/insights\/?p=6471"},"modified":"2026-01-05T13:32:40","modified_gmt":"2026-01-05T16:32:40","slug":"reclamacoes-sobre-planos-de-saude-aumentam-134-no-ultimo-ano","status":"publish","type":"post","link":"https:\/\/acrisure.com.br\/insights\/reclamacoes-sobre-planos-de-saude-aumentam-134-no-ultimo-ano\/","title":{"rendered":"Reclama\u00e7\u00f5es sobre planos de sa\u00fade aumentam 13,4% no \u00faltimo ano"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; admin_label=&#8221;Post&#8221; _builder_version=&#8221;4.20.0&#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;4.19.4&#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; hover_enabled=&#8221;0&#8243; global_colors_info=&#8221;{}&#8221; sticky_enabled=&#8221;0&#8243;]<\/p>\n<p>A <a href=\"https:\/\/www.gov.br\/ans\/pt-br\">Ag\u00eancia Nacional de Sa\u00fade Suplementar (ANS)<\/a> divulgou, na \u00faltima quinta-feira (12), o Relat\u00f3rio do Atendimento das Ouvidorias \u2013 REA 2019. O documento analisou os dados enviados pelas ouvidorias das operadoras de planos de sa\u00fade em 2018, e mostrou que houve <strong>aumento de 13,4% no n\u00famero de reclama\u00e7\u00f5es<\/strong> em rela\u00e7\u00e3o ao ano anterior.<\/p>\n<p>A ANS examinou 987 relat\u00f3rios de ouvidorias, que contabilizaram 425.080 manifesta\u00e7\u00f5es de seus 66,9 milh\u00f5es de benefici\u00e1rios. As reclama\u00e7\u00f5es concentraram 58,8% dos atendimentos, \u00e0 frente de 34,4% de consultas. Apenas 7,1% s\u00e3o den\u00fancias, elogios ou sugest\u00f5es.<\/p>\n<p>A an\u00e1lise das reclama\u00e7\u00f5es demonstrou que 29,2% referem-se a temas financeiros, 26,1% a rede prestadora, 21% a administrativo, 16,7% a cobertura assistencial e 7% a SAC. Medicina de Grupo, Cooperativa M\u00e9dica e Administradora de Benef\u00edcios s\u00e3o as modalidades de empresas mais reclamadas.<\/p>\n<p>Os reclamantes mais frequentes possuem contrato do tipo coletivo empresarial (42,8%), seguidos pelos que possuem contrato individual\/familiar (28,3%) e coletivo por ades\u00e3o (21,6%).<\/p>\n<h3>Quais s\u00e3o as maiores reclama\u00e7\u00f5es e como solucion\u00e1-las?<\/h3>\n<p>Como resultado, os temas mais constantes das manifesta\u00e7\u00f5es recebidas pelas ouvidorias das operadoras foram: financeiro (24,4%), rede prestadora (21,2%), SAC (19,6%), administrativo (18%) e cobertura assistencial (16,9%).<\/p>\n<p>Entretanto tamb\u00e9m \u00e9 papel das ouvidorias das operadoras, de acordo com a RN n\u00ba 395\/2016, atender demandas de rean\u00e1lise assistencial, que s\u00e3o feitas por benefici\u00e1rios ap\u00f3s uma negativa de cobertura por parte da operadora. Desta forma, 32,4% das ouvidorias relataram ter recebido esse tipo de requerimento. Seguradoras (77,8%) e Cooperativas M\u00e9dicas (66,9%) s\u00e3o as modalidades com maior percentual de rean\u00e1lises assistenciais.<\/p>\n<p>Por isso, com base nas melhorias feitas pelas ouvidorias e apontadas nos relat\u00f3rios, a <a href=\"https:\/\/acrisure.com.br\/insights\/?s=ANS&amp;et_pb_searchform_submit=et_search_proccess&amp;et_pb_include_posts=yes&amp;et_pb_include_pages=yes\">ANS<\/a> recomenda: dar maior publicidade aos canais da ouvidoria; incentivar os benefici\u00e1rios a se manifestarem; promover maior intera\u00e7\u00e3o com o SAC; e investir na comunica\u00e7\u00e3o entre benefici\u00e1rios, rede credenciada e operadora.<\/p>\n<p>Fonte: ANS<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A Ag\u00eancia Nacional de Sa\u00fade Suplementar (ANS) divulgou, na \u00faltima quinta-feira (12), o Relat\u00f3rio do Atendimento das Ouvidorias \u2013 REA 2019.<\/p>\n","protected":false},"author":1,"featured_media":6473,"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":[22],"tags":[9],"class_list":["post-6471","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-legislacao","tag-rh"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Reclama\u00e7\u00f5es sobre planos de sa\u00fade aumentam 13,4%<\/title>\n<meta name=\"description\" content=\"A Ag\u00eancia Nacional de Sa\u00fade Suplementar (ANS) divulgou, na \u00faltima quinta-feira (12), o Relat\u00f3rio do Atendimento das Ouvidorias \u2013 REA 2019.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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