Mutualist Defender
With the aim of satisfying and improving the quality of the service,
It acts independently, impartially with respect to the parties and with total autonomy regarding the criteria and guidelines to apply in the exercise of its functions.
In addition, the Mutual Member Ombudsman makes recommendations and prepares proposals to improve care for the different units responsible for management.
Likewise, a Customer Satisfaction Management System has been implemented and certified in accordance with the UNE-ISO 10002:2018 Standard to guarantee continuous improvement in the management of the treatment of complaints and claims.
To contact the Mutual Member Ombudsman's office we put different channels at your disposal and in any case, for greater speed in the process, it is important that you provide us with the following information: Name and Surname, DNI, Company Name and CIF of your company, contact telephone number and email address.
The channels are the following:
- In person at any of the entity's offices or at the Office of the Mutual Member Ombudsman, located at Plaza de Cánovas del Castillo, 3, 28014 Madrid.
- By email: defendermutualista@fraternidad.com
- Through the contact of the website.
- Digital Office of Fraternidad-Muprespa , by accessing Contact us and specifying that it is a complaint/claim.
- My Frater Patient App , accessing Contact us and specifying that it is a complaint/claim.
- Through the Virtual Claims Office: www.ovrmatepss.es/virtual
- By post to any Mutua center.
If you want to know the status of your complaint or claim, you can contact via email defendermutualista@fraternidad.com .
