MAPFRE Sigorta Strengthens Its Digital Health Journey Through Cooperation with Eczacıbaşı Evital

MAPFRE Sigorta has entered into a strategic cooperation with Eczacıbaşı Evital in order to enhance the service quality of the ''Bir Doktora Sor'' [Ask a Doctor] application and further increase customer satisfaction.

Aiming to enhance customer experience through the steps it has taken in the field of digitalization, MAPFRE Sigorta has signed a strategic cooperation with Eczacıbaşı Evital in order to strengthen the technical infrastructure of its online medical consultancy service ''Bir Doktora Sor'' [Ask a Doctor] and further increase customer satisfaction. Within the scope of the cooperation, the ''Bir Doktora Sor'' application aims to deliver the highest level of customer experience through its enhanced technological infrastructure, e-prescription capability, expanded physician network, and extended consultation durations.

In the new period, the application will be offered to users with new features that make access to healthcare services more practical and uninterrupted. Thanks to the document upload feature available during consultations, health documents obtained via e-Nabız [Personal Health Record System] will be transferable to the system. Physicians will also be able to issue e-prescriptions during consultations. In addition, with the survey system activated after each consultation, customer satisfaction and NPS scores will be measured on a regular basis. The feedback obtained will contribute to the continuous monitoring and improvement of service quality.

In parallel with these developments in the technical infrastructure, the scope of healthcare services offered within the application has also been expanded. The service, which is currently provided by 28 physicians across 15 specialties, has been increased to 39 physicians in the initial phase. While the duration of psychology sessions has been extended from 20 minutes to 40 minutes, psychologists specialized in child and adolescent fields have also been included in the scope of services.

In the upcoming period, it is also planned to implement new steps that will make appointment processes easier and more transparent. Within this framework, customers will receive SMS reminders when an appointment is created and 24 hours prior to the appointment; in cases of cancellation or changes, notification messages will also be sent.

Commenting on the cooperation with Eczacıbaşı Evital, MAPFRE Sigorta Deputy General Manager for Individual Insurance Technical Affairs Mahmut Emre Bayram said: ''At MAPFRE Sigorta, we approach digitalization not merely as a technology investment, but as a strategic transformation area that enhances the customer experience end to end and transforms our ways of doing business. Our aim is to bring technology together with a human-centered approach and to offer accessible and sustainable solutions that genuinely add value to our customers’ lives. This cooperation we have implemented with Eczacıbaşı Evital is an important step toward our goal of delivering experience in the field of digital health through a stronger infrastructure and a more inclusive service model. In the coming period, we will continue to create value in the digital health field with our solutions that support our customers’ quality of life.''

Eczacıbaşı Evital General Manager Berk Boyacıgil evaluated the cooperation with the following remarks: ''This cooperation between Evital and MAPFRE Sigorta represents an important step in the widespread adoption of digital health and in making it accessible to broader audiences. Today, healthcare is shaped by a new understanding that is not limited solely to the treatment of diseases, but addresses physical, mental, and emotional well-being together. As Evital, we take an active role in this transformation with our digital health platform licensed by the Ministry of Health, our AI-supported solutions, and our diploma-verified expert network consisting of physicians, clinical psychologists, and specialist dietitians covering more than 15 specialties. Through the cooperation with MAPFRE Sigorta, insured individuals can access online healthcare services quickly, easily, and securely. While this cooperation enables the provision of more comprehensive solutions for the healthcare needs of policyholders, it also supports Evital’s positioning as a reliable digital health partner in the insurance sector. Our goal is to build a sustainable and strong healthcare ecosystem through digital health solutions.''