Health plan consumers will have improved service in Mato Grosso do Sul

To improve service related to health plan demands, teams from Procon-MS (Executive Secretariat for Guidance and Consumer Protection) will receive training. The initiative, carried out in partnership with ANS (National Supplementary Health Agency), will take place between the 6th and 7th of November, in Campo Grande.

According to Procon-MS, the Capital was one of 12 cities chosen to update Procons attendants on the sector’s rules and assist them in clarifying consumer doubts.

Executive secretary of Procon/MS, Antonio José Angelo Motti, highlights that the initiative should increase the number of pending issues resolved in MS.

“This unprecedented partnership is very important to improve procedures and, mainly, better guide consumers, thus increasing the degree of resolution of cases”, he says.

Eliane Medeiros, director of inspection at ANS, highlights that the training aims to make information about supplementary health accessible and expand the partnership with consumer protection bodies.

On November 7th, Procon/MS and ANS employees will clarify doubts and record consumer problems regarding their health plans. The service, with the support of technicians from the supplementary health agency, will take place from 9am to 3pm, at Rua 13 de Junho, 930, Centro.

Sector indicators

ANS data indicate that in August, there were 669,465 health plan beneficiaries in Mato Grosso do Sul. In Campo Grande alone, 275,117 people have the service contracted, which corresponds to 41.09% of the State’s total. Most contracts are of the collective type, when the process is intermediated with the plan operator by a legal entity, such as a company, union or association, for the benefit of the people who are part of it. In some cases, it is possible to include dependents.

Main demands of Mato Grosso do Sul

The ANS survey shows that 38.22% of demands correspond to complaints (172), followed by questions about coverage, with 35.56% (160). Furthermore, 23.56% of requests refer to requests for information (106).

From January to October, 98 complaints were formalized through the Procon/MS service channels. Of these, 63 records relate to billing/dispute (64.29%), 20 about contract/offer (20.41%) and 7 due to quality defects (7.14%).

How to file a complaint:

In case of problems, the guideline is for the consumer to register their demand with the health operator and obtain a protocol number. If access is denied or prevented, you can contact Dial ANS 0800-701-9656 (Monday to Friday from 8am to 8pm, except holidays), as well as an online queries and complaints form.

Procon/MS is available through a complaint form on the website, via Hotline 151 and in person at four addresses in the Capital.