Innovative ecosystem
Service management
Mutua Universal’s advanced, innovative ecosystem enables it to offer fully personalised in-person and digital services with the highest security standards, providing an omnichannel experience tailored to the needs of member companies, covered workers and partner organisations.
National Security Framework certification
- The organisation holds a certification of compliance with the National Security Framework, an official recognition that guarantees Mutua Universal’s commitment to information security through electronic services.
This certification ensures the highest level of protection for the services provided by the mutual insurance company via electronic means, as well as for the information processed through these channels, with the aim of guaranteeing the confidentiality, integrity, traceability, authenticity and availability of the data, information and services supported, whether directly or indirectly.
Cybersecurity Plan
- Cybersecurity is essential for ensuring that services continue to operate and for protecting information within the organisation. We have measures in place to prevent, detect and respond to incidents. Furthermore, we have a contingency plan in place to ensure the continuity of the business and safeguard the digital infrastructure and data of member companies, the people we cover and our partner organisations.
Information Security Policy
- Mutua Universal has an Information Security Management System (ISMS) that is aligned with the National Security Framework, based on risk management and continuous improvement. This system includes organisational and technical measures to ensure the confidentiality, integrity and availability of information and digital services.
Digital Processing
In the area of administrative management, the organisation provides its members with a digital system for processing economic benefits that is both streamlined and easy to use, while also offering the same legal and technological guarantees as those used by public administrations.
- This service is available via the Personal Private Area and the Private Advisory Area.
- It guarantees the identity of the applicant.
- It ensures the integrity and authenticity of all procedures.
- It enables users to track the status of their applications from any device, at any time.
- It operates with the same legal and technological safeguards as the public administration.
Process Hyperautomation
Mutua Universal deploys robotic process automation technology internally, using software to automate repetitive tasks, reduce workloads and optimise operational processes across the organisation’s various professional groups.
Benefits
- Enhanced reliability.
- Risk mitigation.
- Reduced processing times.
- Lower error rates.
- Increased process productivity.
- Standardised and harmonised procedures.
Positive Impact on Efficiency
Universal Helpline
The organisation’s telecare and consultation service operates 24 hours a day, 365 days a year, and is staffed by a medical, nursing and management team. It provides timely medical advice, information on care and benefits management, and arranges patient transfers to the most appropriate healthcare centre for treatment.
This service also manages the rescue and repatriation of patients admitted to hospital both within Spain and abroad.
Private Areas
Personal Private Area
The Personal Private Area is a digital service accessible via the Mutua Universal website or mobile app, designed to simplify administrative processes by avoiding travel and speeding up communication.
What can you do through the Personal Private Area?
- Telemedicine consultations.
- Psychology appointments.
- Digital procedures.
- View X-ray images.
- Manage your scheduled appointments.
- View and download reports and test results.
- Access your diagnostic tests.
- Send eConsultations to your care team (doctors, nurses, physiotherapists, psychologists or social workers) to clarify any queries regarding your medications, prescribed care or complications arising during your treatment.
- View and download the tax withholding certificate.
- Submit online applications for the direct payment of temporary disability benefits (12-18 months).
- Submit the application for the direct payment benefit upon termination of contract online.
- Apply online for an extension of the Childcare Allowance (CUME).
- Check payments received from your benefits.
Download the Mutua Universal mobile app
The new Private Advisory Zone provides partner advisory firms with specific applications and resources to optimise their administrative processes and procedures, thus saving time and improving efficiency.
Company Private Area
Through the Company Private Area, member companies and self-employed workers have access to a wide range of tools designed to streamline their procedures and improve the efficiency of administrative processes.
What can you do in the Company Private Area?
- Track the status of sick leave processes in real time.
- Complete and submit referral forms for medical care.
- Fill in and file accident reports.
- Request first-aid kits and manage orders.
- Access your full portfolio.
- Download membership certificates and documents.
- View and download the tax withholding certificate.
- Retrieve case data and track developments via a FIE file (INSS Company message), automatically decoding codes into plain text and converting the format to Excel.
- Analyse absenteeism and accident indicators.
- Access data to support accident reduction measures.
- Receive notifications about workers in your company.
- Submit online applications for direct payment of temporary disability benefits for self-employed workers.
New Private Advisory Area
The new Private Advisory Zone provides partner advisory firms with specific applications and resources to optimise their administrative processes and procedures, thus saving time and improving efficiency.
What can you do in the Private Advisory Area?
- View real-time indicators.
- Apply for financial benefits online.
- Submit accident reports.
- Send medical referral forms.
- Access your entire client portfolio and receive alerts and notifications.
- Download certificates (association, membership and income tax withholding documents).
- Request first-aid kits and manage orders.
- Monitor deductions.
- Track the status of sick leave processes in real time.
Private Area for Medical Supply Companies
The Private Area for Medical Supply Companies is the direct communication tool with healthcare service providers, ensuring efficient management of day-to-day operations.
What can you do in the Private Area for Medical Supply Companies?
- Communicate directly with Mutua Universal.
- View and manage orders.
- Submit reports and invoices.
- Access a personalised dashboard summarising your activity.
- Access your contact details.
INSS Members’ Area
The Digital Health Records portal for mutual insurance companies provides the National Social Security Institute’s medical inspection team with online access to the medical records of the mutual insurance companies’ patients. The aim is to improve the management, oversight and monitoring of benefits due to temporary and permanent disabilities regarding both general and occupational contingencies.