{"id":15683,"date":"2025-08-07T17:23:37","date_gmt":"2025-08-07T20:23:37","guid":{"rendered":"https:\/\/www.pryorglobal.com\/?p=15683"},"modified":"2025-08-07T17:34:39","modified_gmt":"2025-08-07T20:34:39","slug":"novas-regras-da-ans-reforcam-transparencia-e-experiencia-do-usuario-nos-planos-de-saude","status":"publish","type":"post","link":"https:\/\/www.pryorglobal.com\/en\/novas-regras-da-ans-reforcam-transparencia-e-experiencia-do-usuario-nos-planos-de-saude\/","title":{"rendered":"New ANS rules reinforce transparency and user experience in health plans"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"15683\" class=\"elementor elementor-15683\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-fd61a4a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"fd61a4a\" data-element_type=\"section\" data-e-type=\"section\" data-no-translation=\"\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-eb5f0dd\" data-id=\"eb5f0dd\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d7a67f8 elementor-widget elementor-widget-text-editor\" data-id=\"d7a67f8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Health plan operators<\/strong> must follow new guidelines for relations with beneficiaries, according to <a href=\"https:\/\/www.ans.gov.br\/component\/legislacao\/?view=legislacao&amp;task=textoLei&amp;format=raw&amp;id=NDU5Ng==\">Normative Resolution No. 623\/2024<\/a> of the National Supplementary Health Agency (<strong>ANS<\/strong>), released this month. The changes represent an important advance in consumer protection by establishing clearer rules, defined deadlines, and accessible service channels.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4bd6a8e elementor-widget elementor-widget-image\" data-id=\"4bd6a8e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.pryorglobal.com\/wp-content\/uploads\/2025\/08\/Imagem-2-com-o-logo-.png\" title=\"Imagem 2 com o logo\" alt=\"Imagem 2 com o logo\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f4108ad elementor-widget elementor-widget-text-editor\" data-id=\"f4108ad\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Among the main points of the resolution are a series of obligations to make customer service more efficient and transparent. Operators are now responsible for handling requests that are not directly related to <strong>procedure coverage<\/strong>, allowing beneficiaries to <strong>track these requests online<\/strong>, and clearly disclosing all customer service and ombudsman channels on their websites.<\/p><p>Since July 1, 2025, operators have also been required to provide a <strong>protocol or registration number <\/strong>at the end of each service call, allowing beneficiaries to track the progress of their requests through the indicated channel.<\/p><p>In addition, they [the operators] must provide conclusive responses within the deadlines set by ANS and submit, in writing, the justification for any <strong>coverage denials<\/strong>, even if the consumer does not request this clarification. As a result, operators can no longer use generic terms such as \u201cunder review\u201d or \u201cin process,\u201d which are so familiar to health plan beneficiaries, as they no longer meet the standards required by the regulations.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-42ce03f elementor-widget elementor-widget-image\" data-id=\"42ce03f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"279\" src=\"https:\/\/www.pryorglobal.com\/wp-content\/uploads\/2025\/08\/Imagem-3-com-o-logo-1.png\" class=\"attachment-large size-large wp-image-15685\" alt=\"\" srcset=\"https:\/\/www.pryorglobal.com\/wp-content\/uploads\/2025\/08\/Imagem-3-com-o-logo-1.png 860w, https:\/\/www.pryorglobal.com\/wp-content\/uploads\/2025\/08\/Imagem-3-com-o-logo-1-300x105.png 300w, https:\/\/www.pryorglobal.com\/wp-content\/uploads\/2025\/08\/Imagem-3-com-o-logo-1-768x268.png 768w, https:\/\/www.pryorglobal.com\/wp-content\/uploads\/2025\/08\/Imagem-3-com-o-logo-1-18x6.png 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c7bcaae elementor-widget elementor-widget-text-editor\" data-id=\"c7bcaae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Benefit administrators<\/strong> are also subject to the new regulation and must comply with the relationship guidelines established by the agency, within the limits of their responsibilities to consumers.<\/p><p>Another important point is the mandatory provision of digital service channels, operating 24 hours a day, every day of the week, through platforms such as WhatsApp, websites, among others.<\/p><p>Finally, the resolution reinforces the role of the ombudsman within the operators. In addition to monitoring the resolution of customer service issues, the ombudsman must act to re-examine requests in cases of negative responses. Access to this channel must be facilitated, guaranteeing the beneficiary an effective review process.<\/p><p>The <strong>Pryor Global<\/strong> benefits team is prepared to support your company&#8217;s benefits strategy, always focusing on solutions that reflect your business needs and the well-being of your employees.<\/p><p><strong>Talk to our experts and find out what the best benefits are for your company!<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Health plan operators must follow new guidelines for relations with beneficiaries, according to Normative Resolution No. 623\/2024 of the National Supplementary Health Agency (ANS), released this month. The changes represent an important advance in consumer protection by establishing clearer rules, defined deadlines, and accessible service channels.<\/p>","protected":false},"author":12,"featured_media":15694,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[20],"tags":[],"class_list":["post-15683","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-gestao-de-beneficios-e-seguros-corporativos"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Novas regras da ANS refor\u00e7am transpar\u00eancia e experi\u00eancia do usu\u00e1rio nos planos de sa\u00fade<\/title>\n<meta name=\"description\" content=\"As operadoras de planos de sa\u00fade devem seguir novas diretrizes de relacionamento com os benefici\u00e1rios, conforme a Resolu\u00e7\u00e3o Normativa n\u00ba 623\/2024 da Ag\u00eancia Nacional de Sa\u00fade Suplementar (ANS), divulgada neste m\u00eas. As mudan\u00e7as representam um avan\u00e7o importante na prote\u00e7\u00e3o ao consumidor ao estabelecer regras mais claras, prazos definidos e canais acess\u00edveis de atendimento.\" \/>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Novas regras da ANS refor\u00e7am transpar\u00eancia e experi\u00eancia do usu\u00e1rio nos planos de sa\u00fade\" \/>\n<meta property=\"og:description\" content=\"As operadoras de planos de sa\u00fade devem seguir novas diretrizes de relacionamento com os benefici\u00e1rios, conforme a Resolu\u00e7\u00e3o Normativa n\u00ba 623\/2024 da Ag\u00eancia Nacional de Sa\u00fade Suplementar (ANS), divulgada neste m\u00eas. As mudan\u00e7as representam um avan\u00e7o importante na prote\u00e7\u00e3o ao consumidor ao estabelecer regras mais claras, prazos definidos e canais acess\u00edveis de atendimento.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.pryorglobal.com\/en\/novas-regras-da-ans-reforcam-transparencia-e-experiencia-do-usuario-nos-planos-de-saude\/\" \/>\n<meta property=\"og:site_name\" content=\"Pryor Global\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/pryorglobal.oficial\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-08-07T20:23:37+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-08-07T20:34:39+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.pryorglobal.com\/wp-content\/uploads\/2025\/08\/Imagem-1-2-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1707\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Mariana Pascoal\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Mariana Pascoal\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.pryorglobal.com\\\/novas-regras-da-ans-reforcam-transparencia-e-experiencia-do-usuario-nos-planos-de-saude\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.pryorglobal.com\\\/novas-regras-da-ans-reforcam-transparencia-e-experiencia-do-usuario-nos-planos-de-saude\\\/\"},\"author\":{\"name\":\"Mariana Pascoal\",\"@id\":\"https:\\\/\\\/www.pryorglobal.com\\\/#\\\/schema\\\/person\\\/0909774819a055291ed35ca20974a511\"},\"headline\":\"Novas regras da ANS refor\u00e7am transpar\u00eancia e experi\u00eancia do usu\u00e1rio nos planos de sa\u00fade\",\"datePublished\":\"2025-08-07T20:23:37+00:00\",\"dateModified\":\"2025-08-07T20:34:39+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.pryorglobal.com\\\/novas-regras-da-ans-reforcam-transparencia-e-experiencia-do-usuario-nos-planos-de-saude\\\/\"},\"wordCount\":796,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/www.pryorglobal.com\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.pryorglobal.com\\\/novas-regras-da-ans-reforcam-transparencia-e-experiencia-do-usuario-nos-planos-de-saude\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.pryorglobal.com\\\/wp-content\\\/uploads\\\/2025\\\/08\\\/Imagem-1-2-scaled.jpg\",\"articleSection\":[\"Gest\u00e3o de benef\u00edcios e seguros corporativos\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.pryorglobal.com\\\/novas-regras-da-ans-reforcam-transparencia-e-experiencia-do-usuario-nos-planos-de-saude\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.pryorglobal.com\\\/novas-regras-da-ans-reforcam-transparencia-e-experiencia-do-usuario-nos-planos-de-saude\\\/\",\"url\":\"https:\\\/\\\/www.pryorglobal.com\\\/novas-regras-da-ans-reforcam-transparencia-e-experiencia-do-usuario-nos-planos-de-saude\\\/\",\"name\":\"Novas regras da ANS refor\u00e7am transpar\u00eancia e experi\u00eancia do usu\u00e1rio nos planos de sa\u00fade\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.pryorglobal.com\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.pryorglobal.com\\\/novas-regras-da-ans-reforcam-transparencia-e-experiencia-do-usuario-nos-planos-de-saude\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.pryorglobal.com\\\/novas-regras-da-ans-reforcam-transparencia-e-experiencia-do-usuario-nos-planos-de-saude\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.pryorglobal.com\\\/wp-content\\\/uploads\\\/2025\\\/08\\\/Imagem-1-2-scaled.jpg\",\"datePublished\":\"2025-08-07T20:23:37+00:00\",\"dateModified\":\"2025-08-07T20:34:39+00:00\",\"description\":\"As operadoras de planos de sa\u00fade devem seguir novas diretrizes de relacionamento com os benefici\u00e1rios, conforme a Resolu\u00e7\u00e3o Normativa n\u00ba 623\\\/2024 da Ag\u00eancia Nacional de Sa\u00fade Suplementar (ANS), divulgada neste m\u00eas. 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