Behind every call, every visit, every email answered by DKV Seguros, is a person
DKV Integralia Foundation, a centre staffed only by disabled people
Behind every call, every enquiry, and every email from DKV Seguros is a person from the DKV Integralia Foundation, perfectly trained to give you the appropriate response, to provide you with information and to handle any formality or query.
The vast majority are young people with significant disabilities, spinal injuries and degenerative diseases: they have all received extensive training and are 100% committed to excellent work. They don't just listen: they strive to serve you with a personalised, approachable, safe, fast, agile and reliable response.
Empathy and sensitivity
Our telesales people have a special attitude with customers. They empathise quickly, put themselves in your place and observe the situation from your point of view, contributing an added value of emotional warmth and sensitivity.
94% of our customers are satisfied or very satisfied with the attention received. The ISO 9001/2008 quality certification guarantees the quality, reliability and excellence of our service.
DKV's great social project
The DKV Integralia Foundation is a non-profit organisation that provides training and social and professional inclusion of people with disabilities. It was born out of our commitment to Corporate Responsibility and has made us the Spanish company with the largest proportion of employees with disabilities: 22% of the staff.
A service with a great future
- Current staff: 426 people.
- More than 2900 people benefited in 18 years.
- Employment inclusion has been facilitated for over 1000 people.
- Total activity: more than 4 million interactions.
- Average percentage of effectiveness: 92%.
- Quality Award from the Catalonian regional government.
- Number one healthcare company in electronic response quality.
- Other customers: Oxfam Intermón, Unilever España, Pharma, Europ Assistance, Mútua de Terrassa, Recoletas… and many hospitals, among others.
Find out who is assisting you when you call DKV
Javier of Oña
Deputy director of the DKV Integralia Foundation
"Hi. I'm Javier de Oña, Deputy Director of the DKV Integralia Foundation and Director of Operations for the seven centres that the Foundation has nationwide. Each year we respond to some one million calls from DKV Seguros customers.
I'm one of the nine people who participated in the foundation's establishment in 2000. For me it was a job opportunity, but also an opportunity to reinvent myself after having a car accident at the age of 25.
I started at DKV Integralia Foundation as an operator and, little by little, I worked my way up. supervisor, head of training, centre director...up to deputy director. Since 2013, I've also been combining my job as deputy director with the position of Director of Operations."Watch video of Javier de Oña
Ana Belén Fernández
Director of the centre in El Prat
"Hello, I'm Ana Belén Fernández, director of the centre of El Prat. I'm proud of feeling part of this team that raises the level of customer satisfaction over 90%.
My career at the DKV Integralia Foundation began in 2016. I first managed the centre in Madrid and in 2017 I went on to manage the centre in El Prat. I had previously spent 14 years in the Contact Center.
For me, the DKV Integralia Foundation involved a radical change in my profession. I came from a conventional company, and this is different. Sharing the values of the Foundation gives meaning to my work."
Supervisor and Head of DKV Seguros Services
"Hi. I'm Mari Arjonilla, Supervisor and Head of DKV Seguros Services. Altogether, there're 87 operators, six coordinators and one supervisor taking calls from the customers.
I started out at the foundation in 2001 as a telephone operator, and I worked my way up to supervisor and coordinator of DKV Seguros. Integralia has been, and is, an important part of my life.
Professionally, it has made me feel respected, and personally, I consider the foundation to be my second family, an environment where I feel supported and cared for."See video of Mari Arjonilla
DKV commercial operator
"I'm Javier Romero, and I work as a tele-operator in DKV's sales department,
answering calls from customers and explaining our products and advantages in case they're interested. Among the services we provide are authorisations, information on coverage, duplicate cards, copies of policies, general information, and so on.
I started working in the DKV Integralia Foundation in November 2002 in DKV's customer service. Four months later, I transferred to DKV's sales department.
Working at Integralia has changed my life: besides learning a lot and enriching my career, this is where I met my wife."Watch video of Javier Romero