Innovative ecosystem
Technology at the service of people
Striving to safeguard the health and wellbeing of workers by managing their services and benefits in accordance with the principles of excellence, responsibility and efficiency, Mutua Universal offers its member companies, insured individuals and partner organisations an integrated, innovative ecosystem that transforms the way healthcare and administrative services are delivered.
This model is based on a hybrid service that strikes a balance between face-to-face and digital care, ensuring an accessible, efficient and personalised experience at any time and via any channel. Its aim is to support and look after people throughout their entire relationship with the mutual insurance company, while at the same time contributing to the sustainability and modernisation of the social protection system.
Mutua Universal’s innovation ecosystem is underpinned by a secure, scalable and people-centred technological architecture, in which artificial intelligence, advanced data management and automation act as drivers of transformation. This environment makes it possible to optimise processes, anticipate needs, improve decision-making and tailor solutions to each situation to be provided, while also ensuring interoperability with public administrations, the healthcare sector and all stakeholders within the ecosystem.
Thanks to this solid technological and organisational foundation, Mutua Universal provides a comprehensive omnichannel experience that seamlessly connects physical and digital channels, offering personalised, efficient services with high added value for companies, employees and partner organisations, thus reinforcing its commitment to innovation, excellence in service and caring for people.
Values
Mutua Universal’s innovative healthcare ecosystem is based on the organisation’s values:
- Integrity
- Sense of Community
- Professionalism
- Responsibility
- Innovation
Face-to-face channel
The face-to-face channel includes 131 healthcare centres spread across Spain, two leading hospital monitoring centres in Madrid and Barcelona, and two intermutual hospitals in Bilbao and Valencia.
Digital channel
Mutua Universal’s digital channel provides access to personalised services via the Personal Private Area, which is designed for patients, offering services such as telemedicine, telerehabilitation, medical reports and healthcare monitoring, and the Professional Members’ Area, aimed at companies, mutual insurance company members and partner organisations to help manage administrative procedures, enquiries, documentation and benefits.
Together with the organisation’s mobile app, these two channels enhance an omnichannel experience that is more accessible, streamlined and efficient.
Through these channels, Mutua Universal provides a wide range of distinctive services within the sector that place people at the heart of its strategy, ensuring universal, equitable and personalised healthcare and administrative support.
As an organisation committed to protecting and caring for people and to the sustainability of the welfare state, Mutua Universal continuously promotes innovation and digital transformation to optimise processes, improve operational efficiency and offer increasingly personalised and accessible services.
A pioneer in the application of artificial intelligence within the sector of mutual insurance companies collaborating with the Social Security system, the organisation introduced predictive artificial intelligence models in 2019 to support decision-making and improve healthcare management. The company is currently continuing to make progress in adopting artificial intelligence technologies, advanced analytics and generative AI solutions, through a scalable, secure strategy focused on creating value for individuals, the professional community and member companies.
Enterprise AI system
Artificial Intelligence Governance Model
To this end, Mutua Universal has a comprehensive Artificial Intelligence Governance Model – an organisational, regulatory and operational framework integrated into the organisation’s Corporate Artificial Intelligence System – which promotes the use of AI in accordance with security, ethics, transparency and regulatory compliance standards.
The mutual insurance company’s artificial intelligence governance model, which makes it possible to supervise the entire lifecycle of AI solutions, from the identification and evaluation of use cases to implementation, monitoring and ongoing follow-up, is underpinned by a Corporate Artificial Intelligence Policy aligned with the European AI Regulation, data protection regulations, the National Security Framework and Mutua Universal’s internal security and compliance policies.
Artificial Intelligence Office
The centrepiece of the governance model is the Office of Artificial Intelligence (OAI), which is responsible for defining the corporate strategy, establishing the governance framework, driving the adoption of AI-based solutions and ensuring the consistent application of standards, methodologies and best practices throughout the organisation.
This model is based on a hybrid structure that combines the OAI’s centralised coordination and oversight with a network of AI managers spread across the various business areas, thereby enabling a scalable implementation that is aligned with operational needs and geared towards generating value.
To ensure the responsible, safe and effective management of artificial intelligence, the Office of Artificial Intelligence (OAI) is supported by various specialist governing bodies. These include, in particular, the AI Strategy Committee, which is responsible for setting priorities, overseeing the roadmap and assessing the impact of the initiatives undertaken, the AI Ethics Committee, which is in charge of ensuring the responsible use of this technology and respect for ethical principles and fundamental rights, and the Information Security Committee, which ensures compliance with security, privacy and data protection requirements, in line with the National Security Framework and the current regulatory framework.
This governance model enables AI-driven innovation to be fostered in a controlled, transparent and sustainable manner, thus maximising value for individuals, partner companies and the organisation itself.
Principles of Mutua Universal’s AI Governance Model
Protection of fundamental rights
- AI is used in a way that upholds human dignity, equity and non-discrimination through measures to prevent and mitigate bias as well as to accommodate diversity.
Authorised use
- The use of AI is restricted exclusively to authorised corporate solutions that are integrated and governed in accordance with the established model; the use of unauthorised or unmonitored tools is expressly prohibited.
Risk management
- The use of AI systems is assessed and managed in accordance with the corporate Internal Risk Management System, through the classification of systems, the application of proportionate controls, ongoing monitoring and by ensuring operational sustainability.
Human supervision
- Human supervision ensures that AI acts as a decision-making aid and never as a substitute for human responsibility.
Transparency and reliability
- The results generated by AI systems should be explainable, traceable and properly validated by users, with information provided on their use where appropriate.
Privacy
- We guarantee the protection of personal data, the confidentiality of information and respect for intellectual property.
Information security
- The use of AI systems complies with current regulations and the corporate standards set out in the Information Security Policy.