SulaAmerica is the target of complaints about inappropriateness of the Services

With 2 million prospects in the well being phase, Operator SulaAmerica In latest months, quite a few providers – together with laboratories, hospitals and clinics – have been the target of complaints and lawsuits to disqualify them. Consumers argue that, with the adjustments, they’ve needed to interrupt or delay medical follow-ups and, in some circumstances, journey to different cities to entry sure procedures.

Beneficiaries and shopper safety organizations declare that adjustments to the accredited community started at the starting of the 12 months and intensified from September, coinciding with the interval of the sale of the operator to Red d’Or, introduced in February and authorised by Cade in November. Red d’Or, nonetheless, claims that negotiations are ongoing and that it has not but taken over the operator (Read extra beneath??

The quantity of complaints opened on the Reclame Aqui web site in opposition to Sulaamerica virtually doubled this 12 months in comparison with 2021, rising from 4.9 thousand to 9.3 thousand in the interval. SulaAmerica claims that it has made solely occasional changes to the laboratory community and that it complies with ANS rules (Read extra beneath??

“We observed this disqualification motion, primarily in the laboratory community, and we realized that the beneficiaries weren’t correctly alerted. They discovered that they not had the proper to do that process after they have been already in place. Some even needed to pay for the course of”, the Brazilian Institute of Consumer Defense (Idec??

This was the case of advertising and marketing supervisor Kézia Pietro, 54, who accompanied her 18-year-old daughter to an oncology hospital appointment and exams for a suspected thyroid tumor. “The plan has disqualified this hospital and two others in my metropolis for laboratory and imaging exams. I needed to pay about R$300 for my daughter to take one examination”, she says, who lives in Ribeiro Pires in the metropolitan area of São Paulo.

‘I needed to pay about R$300 for one of my daughter’s exams,’ says supervisor Kezia Pietro. Photograph: Daniel Teixeira/Estado

With the adjustments, she says, she must journey at the least 15 kilometers to a neighboring municipality to get a routine blood take a look at. “When we selected the scheme, it was undoubtedly by means of a acknowledged community. Now we dwell this dysfunction.”

Laboratory chief Niemias Jesus da Conceiço, 35, additionally complains that he has run out of choices nearer to residence. Additionally, his spouse is 7 months pregnant and the clinic the place she receives prenatal care has been disqualified. “The obstetrician is with us from the starting of the being pregnant and can ship the child. How can we get the confidence to alter docs in the late phases of being pregnant?” In each circumstances, customers say they haven’t acquired any communication from the operator.

Accountant Teresa Cristina Rodrigues Narciso, 65, who was adopted up for 5 years after being recognized with endometrial most cancers, misplaced her proper to endure exams at the oncological hospital the place she was monitored and a number of other docs have been disqualified from the plan. “Doctors of numerous specialties coated below this scheme will now must be paid privately. The session prices wherever from BRL 800 to BRL 1,000 and the most I can get a refund of is BRL 168”, he says.

Navarrete explains that the Consumer Defense Code (CDC) offers that corporations are obliged to speak to their prospects about any change in a services or products, and Standard Resolution 259/2011, National Supplementary Health Agency ??ANS), determines that the operator should change the discredited suppliers with different equivalents.

Given the state of affairs, Idec despatched a letter to the operator recommending that every one prospects be re-communicated about the adjustments and reimbursed those that incurred bills as a result of the state of affairs.

According to Rafael Roba, a companion at Vilha Silva Advogados and a lawyer specializing in the proper to well being, in terms of collective disqualification, and never only one, the course of must be licensed by the ANS.

The workplace has filed 30 lawsuits this 12 months in search of to disqualify the community by means of SulaAmerica. Only one such motion was taken by the workplace throughout the final 12 months. “If SulaAmerica disqualifies a sequence of suppliers and doesn’t change them with others, that is a resizing of the community that may solely be carried out with authorization. In addition, if the beneficiary is already adopted in some service, this loss can injury the continuity of remedy”, he says.

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Some actions have already got preliminary injunctions ordered by justices with beneficiary wins. This was the case of radio broadcaster Cristina Braga, 60, who was recognized with breast most cancers once more in 2018 and undergoes periodic remedy and follow-up.

She says that she has been supported at the identical hospital since 2008 (the 12 months of her first most cancers prognosis) and that, in the final month, she was knowledgeable that she might not endure examinations at the unit. “I’m in remission, but it surely’s a sort of most cancers with a excessive probability of recurrence, so I really feel protected maintaining the follow-up the place I’m”, she says.

In the resolution of Cristina’s case, the decide established that the operator should restore inside 48 hours the community the place the affected person was monitored, below a penalty of a every day nice of R$ 1,000. In the opinion, the Justice of the Peace states, “Given the seriousness of the plaintiff’s well being situation, there is a danger of hurt to his life and integrity if the measure is not granted”.

According to Roba, the most affected by the adjustments in the accreditation community are the beneficiaries of particular person plans or Exato Business plans, which price much less. “It could also be a method for these prospects to drop or improve these plans, as they’re much less financially attention-grabbing for the operator. It is as much as the ANS to observe as a result of, in apply, these adjustments make entry tough”, he says. .

The firm claims solely ‘changes to its service community’ in the SP

Questioned about ineligibility and shopper complaints, SulaAmerica says it has not eradicated docs and hospital providers, it has solely made “changes to its laboratory service community in the metropolis of São Paulo” to centralize its service for Exto Line plans and a few particular person plans. is Rede Dasa, which may have elevated the quantity of service factors from 90 to 160 “overlaying the complete metropolitan area”.

“The supplier community was restructured in order that some plans are basically served by accredited companion laboratories (Lavoiser, Salomão and Zoppi, Delboni, Cytolab and Deliberato) with huge capillarity and acknowledged high quality”, the firm mentioned. Consumers in the metropolitan space of ​​cities equivalent to Ribeiro Pires, Carapicuiba and Barueira say, nonetheless, they’ve run out of choices.

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The firm additionally says it has complied with ANS guidelines and is “speaking and reinforcing” the adjustments to beneficiaries. He additionally mentioned that “it is working to make sure that its suppliers present sufficient steering to the beneficiaries in order that nobody is left unattended”.

SulaAmerica additionally states that complaints acquired are “promptly attended to” and that “customer support channels stay able to reply any queries by way of the app, web site, Whatsapp or phone”.

ANS was additionally requested about monitoring and monitoring adjustments in the operator’s community, however didn’t remark.

Red d’Or knowledgeable that negotiations for the buy of Sulaamerica haven’t but been accomplished as they’re being analyzed by public establishments. As such, the firm says, Red d’Or has no operations in Sulaamerica. The hospital group additionally mentioned the adjustments made to SulaAmerica’s accredited community predate negotiations to amass the firm. And he identified that adjustments in service suppliers took support away from Red d’Or itself – in São Paulo, for instance, the companion chosen to take laboratory support was Grupo Dasa.

South America: (11) 3004-9723 (SAC by way of WhatsApp) and chat out there on operator’s app

ANS: Contact us by way of the web site at 0800 701 9656 or

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Idec: (11) 3874-2150

Idec additionally has a web page with guidelines for defamation of providers by well being plans and steering on how customers can search their rights, together with in courtroom.

* After the publication of the report, a clarification was added from Red d’Or that the course of of shopping for Sulaamerica has not but been finalized and subsequently, Red d’or has not but taken over the administration of the operator.

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