customers
At Sanitas, customers come first. Delivering a personalised service is therefore one of the company’s key priorities. To achieve this, Sanitas actively listens to its customers through a range of different channels.
Active, empathetic listening is at the heart of Sanitas’ digital culture. Listening leads to dialogue, and dialogue is translated into meaningful action.
A shared platform where all employees can hear customers’ voices first-hand, identify issues affecting their experience and propose targeted improvement actions to deliver a meaningful impact. Employees can also use the app to share feedback based on their own experiences as Sanitas customers.
Active Listening App
During 2025, our employees contributed:
~54,000
improvement suggestions submitted
~44,000
audio recordings played
The Net Promoter Score (NPS) is a key indicator of customer trust and loyalty. It reflects how customers experience Sanitas’ services and the extent to which the company succeeds in supporting them, particularly at times of greatest uncertainty.
As part of its commitment to listening and taking action, Sanitas also operates a Close the Loop programme with customers. This involves contacting people who, following a satisfaction survey, reported an unsatisfactory experience, with the aim of understanding what happened, addressing their concerns and learning from their feedback.
Close the Loop
Sanitas also combines the Net Promoter Score (NPS) with AI-powered solutions to analyse customer feedback and gain deeper insights into the customer experience. These include:
- Emotion analysis, enabling Sanitas to understand customers’ emotional state and take action to improve their experience.
- AI-powered categorisation of verbatim feedback, providing insight into the main drivers of customer satisfaction and dissatisfaction across different touchpoints.
- An AI-powered assistant supporting the Close the Loop process, enabling advisers to complete information automatically and focus on listening to customers’ needs during the call.
A digital community of more than 1,600 customers, employees and healthcare professionals who actively share their opinions and experiences to help design and improve Sanitas’ services.
Sanitas Customer Lab
Through the Customer Lab, Sanitas engages directly with customers, tests new ideas, services and solutions before they are launched, and gains a deeper understanding of their needs and what they value most. This enables Sanitas to make better-informed decisions and design experiences that are more useful, more personal and better suited to customers’ everyday lives.
In 2025, the company incorporated participants’ feedback into more than 30 projects.
Sanitas provides a multidisciplinary, omnichannel digital customer service that supports customers both in accessing healthcare services and in resolving insurance-related matters, including any questions related to their policy.
A 24/7, multichannel (telephone, email, chat and social media) and multilingual (Spanish, Catalan and English) service through which customers can manage queries relating to their health products and administrative services, as well as obtain information and advice on their cover.
Personalised healthcare services delivered through a range of digital channels, including video consultations, telephone and chat. The service is delivered by a multidisciplinary team of healthcare professionals who provide personalised healthcare services to Sanitas Insurance customers.
Learn moreHealth Promotion Service (SPS)
The SPS comprises two dedicated services:
- 24-Hour Medical Service (24H). Provides 24/7 support for emergencies, as well as medical and nursing consultations.
- Sanitas Responde. Available Monday to Friday, from 8:00 am to 10:00 pm, offering personalised services focused on disease prevention and health management.
