Letter from the Managing Director
Juan Güell Ubillos
Managing Director of Mutua Universal
"Under the slogan “Innovation at the service of people”, Mutua Universal’s new 25-27 Strategic Plan represents a step forward in the organisation’s management model, aiming to continue offering innovative, proactive and personalised services that look after people while also creating sustainable value"
Once again, it is a pleasure to address all our members, as well as the team of professionals who make up Mutua Universal, to mark the publication of this Management and Sustainability Report, a document which provides an excellent opportunity to demonstrate our commitment to transparency and good corporate governance, as well as to share the results and progress that the organisation achieved over the past year, a financial year which saw the implementation of the organisation’s new 25-27 Strategic Plan.
Under the slogan “Innovation at the service of people”, Mutua Universal’s new Strategic Plan was drawn up to address not only the main challenges of the present, but also those of the future, in an increasingly complex and volatile environment, presented by the healthcare system with which we collaborate and the welfare state to which we contribute, the sector of mutual insurance companies collaborating with the Social Security system, and businesses and society in general.
I am referring, among other things, to the demographic shift resulting from the progressive ageing of the population, to the strain on the existing healthcare system, with its multiple organisational and healthcare models, lack of coordination and shortage of professionals, to the extremely high rate of absenteeism from work due to temporary disability arising from common contingencies, with excessive sick leave and a worrying tendency towards an increase in the average duration of such cases and their recurrence, to the rise in cases of mental health-related conditions, and to the new scenarios that technology presents us with – not only the possibilities, but also the associated challenges, such as cybersecurity and change management, among others.
To tackle these challenges, Mutua Universal is evolving its management model from a traditional healthcare system towards a hybrid healthcare model that looks after people and their health from a holistic perspective, covering both healthcare and administrative aspects. Supported by advances in artificial intelligence and the consolidation of telemedicine as key drivers of transformation, this model enables increasingly predictive, proactive and personalised care.
This model is built around four key pillars: excellence in service, efficiency, the importance of people and corporate culture, and innovation, digitalisation and transformation. The company also boasts a governance system that meets the highest standards of regulatory and ethical compliance.
"The organisation’s innovative ecosystem, which combines face-to-face care with a wide range of remote care services, was able to handle 1.3 million primary care visits, more than 19,000 telemedicine consultations and nearly 12,000 digital benefit claims in 2025".
Against this backdrop, the mutual insurance company is progressively integrating artificial intelligence into both its healthcare and management processes, thereby making it possible to improve clinical decision-making, anticipate risks and optimise resources, while also promoting new models of engagement with patients, covered and affiliated workers, member companies and the professional consultancies with which it collaborates.
All of this contributes to the creation of an innovative ecosystem that embraces collaborative models and definitively breaks down physical barriers to ensure an omnichannel experience that combines the in-person services provided at our 131 centres across Spain, two leading hospital monitoring centres in Madrid and Barcelona, and two intermutual hospitals in Bilbao and Valencia, with advanced digital services such as telemedicine, telerehabilitation, electronic claims processing, electronic prescriptions and artificial intelligence-based solutions aimed at improving the quality of healthcare and operational efficiency.
Our comprehensive ecosystem uses innovation – a cornerstone concept that forms part of our values and our vision as leaders in technology applied to healthcare and management – with a clear purpose: always seeking to protect and care for people, thus contributing to the sustainability of the welfare state.
In 2025, this robust, incremental and well-governed model enabled Mutua Universal to handle 1.3 million primary care visits, more than 6,500 hospital admissions, more than 507,000 rehabilitation sessions, 36,000 telerehabilitation sessions, more than 19,000 telemedicine consultations and nearly 12,000 digital claims for financial benefits to the highest standards of quality and safety.
I would like to express my gratitude to all the teams of professionals within the organisation who make this possible through their daily work. Your integrity, approachability, professionalism and sense of responsibility are the reason why Mutua Universal achieved a score of 8.24 out of 10 in the latest customer satisfaction and service quality survey.
We would also like to thank all the companies and their employees who, year after year, entrust us with looking after their occupational health and the safety of their working environments. It is a mission we undertake with the utmost ethical, social and environmental responsibility. We would also like to thank the professional firms we work with for their trust, a feeling which is mutual.
"Mutua Universal closed the 2025 financial year with a record figure of more than 1.8 million workers covered and around 160,000 member companies".
In terms of membership, Mutua Universal closed 2025 exceeding 1.8 million workers for the first time (1,530,676 employees and 283,051 self-employed individuals), representing a 2.7 per cent increase compared with the previous financial year, and has around 160,000 member companies, 80 per cent of which are also covered for standard social security contingencies by the organisation. In addition, the mutual insurance company works with more than 17,000 advisory firms.
In terms of economic indicators, over the past year, revenue from social security contributions rose by 4.59 per cent compared with 2024, standing at 1,854 million euros. Meanwhile, expenditure on social security benefits has risen by 12.26 per cent, mainly due to the increase in temporary disability benefits, which in 2025 accounted for an increase of 58.83 million euros.
Against this backdrop, Mutua Universal closed the 2025 financial year with proven financial solvency, with net assets amounting to 397.13 million euros and a profit for the year available for distribution of 23.98 million euros, while returning a total of 15.97 million euros to the General Treasury of the Social Security in accordance with the framework of collaboration that unites us and the principle of solidarity that drives us.
I would like to take this opportunity to thank the Government for their work with us, for their trust in our mutual insurance company, and for the close collaboration, which is a cornerstone for the social protection system that safeguards the health and wellbeing of workers and ensures the sustainability of businesses and the system itself to function properly.
I would also like to thank all the members of Mutua Universal’s Board of Directors for ensuring the proper implementation and oversight of the organisation’s strategy.
Finally, I wish to express my appreciation for our president, Jaime Aguirre de Cárcer y Moreno, for his responsible leadership and dedication to service at the helm of the mutual insurance company’s board of directors. Thank you for your support and commitment.
Thank you very much.
