DKV Seguros is a Spanish health insurance company that is part of the Munich Health and DKV Group. It has 2000 employees, over 2 million clients, and a premium volume of 625 million euros. The internship involves working in the international marketing department on tasks like managing advertising media, translations, consulting with clients about insurance products, and customer service role plays.

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!