Amil Dental adopts a new customer relationship model.

247 - Since April, brokers selling Amil Dental plans have been able to use a new sales tool based on the "transparency" of contractual information. This new feature promises to help consumers better understand the conditions stipulated in the contracts, clearly presenting coverage and emphasizing exclusions, all in a simple and concise way. It essentially summarizes 23 pages of the contract into one. Amil Dental is the first operator in the market to adopt this solution, the Transparent Contract, a communication model focused on the relationship between companies and consumers. The national debut in the Dental line includes the Amil Dental 200 plan, a product sold to individuals through brokers who are increasingly using Amil Dental's online sales platform. 

“New clients are gaining access to the Transparent Contract before signing up, allowing them to quickly analyze coverage and exclusions and thus better guide their purchase decision. We've introduced this new feature to our brokers and are receiving a great response. We guarantee our delivery and believe it's essential that the client fully understands what they are buying. We want an increasingly simple and clear sales model; we comply with all ANS (Brazilian National Agency for Supplementary Health) requirements, but with the Transparent Contract, we are going beyond what the legislation itself dictates,” explains Alfieri Casalecchi, director of Amil Dental. With this innovation, the company aims to get closer to the sales channel and the consumer, prevent doubts, and reduce operational costs, for example, by reducing call center demands. “We will provide the Transparent Contract version to all our new beneficiaries, including those with group plans,” emphasizes Casalecchi.

Concern for consumer rights

Organizing contractual information according to the Transparent Contract model allows for a concise and comprehensive reading of the contract, grouping items that are scattered among numerous clauses. In this way, Amil Dental complies with the Consumer Protection Code, which emphasizes the duty to provide general information and highlight product restrictions. Among other items, the responsibilities of the operator and the consumer, waiting periods, rules for including dependents, etc., are highlighted. “Our synthesis work follows a methodology that has been refined over the years. We select similar information found in various clauses and organize it to promote a comprehensive reading of the contract,” explains Leonardo Araújo, partner at Contrato Transparente. The tool is like a “pocket contract,” delivered in paper form along with the membership card, but also available electronically on the Amil Dental website. “When a company trusts the product it sells, adopting a Transparent Contract becomes easy. The emphasis on exclusions is treated with the same importance as we give to the product's differentiating features. This transparency wins over the consumer in a healthy way,” says Araújo.

More information for consumers when shopping online. 

Amil Dental also provides a Transparent Contract for consumers who purchase online with the support of its brokers. On the online store (http://www.amildental.com.br/portal/venda/pf), before completing the purchase, the customer has access to the full contract and also to the Transparent Contract in PDF format, being able to consult the material online or download it. “We are investing in the internet in a responsible way. All measures that bring more security to e-commerce are welcome,” comments the director of Amil Dental, Alfieri Casalecchi.