ANS changes cancellation rules from December 2024. The new rules implemented by the National Supplementary Health Agency (ANS) aim to make the process of canceling health plans due to default more transparent and accessible.
These changes affect contracts signed from December 1, 2024 and represent a significant evolution in communication between operators and consumers.
According to the new rules, set out in Normative Resolution 593/2023, cancellation of individual, family or group health plans can only occur after non-payment of at least two monthly fees (consecutive or not) within a 12-month period. In addition, the consumer must be notified before being excluded from the plan.
The operator must send the notice by the 50th day of default, guaranteeing the beneficiary an additional 10 days to settle the debt. If this deadline is not met, the contract cannot be terminated for non-payment.
Modernized Means of Notification
The ANS has introduced communication methods more suited to the digital age. Notifications can be made by:
• E-mail (with digital certificate and read confirmation),
• Text messages (via SMS or apps like WhatsApp, as long as the recipient confirms receipt),
• Recorded phone call (with validation of consumer data),
• Registered letter (with acknowledgment of receipt) or delivery by a representative of the operator.
This update seeks to facilitate dialog between operators and clients, promoting greater clarity and avoiding unexpected cancellations. The measures are also seen as an advance in the modernization of the supplementary health sector.
Different Rules for Old Contracts
For contracts signed until November 30, 2024, the previous rule remains: cancellation for default can occur after 60 days of accumulated delay (consecutive or not) in the last 12 months. However, prior notification is still required, according to the means available in the contract.
Consumer Impact
These changes seek to balance the rights of consumers and health operators. On the one hand, the customer has more security in relation to the cancellation of the plan, with time to resolve financial issues. On the other hand, health insurance companies will now follow a more agile and traceable communication standard.
The new rules come into force in a scenario where supplementary healthcare is essential for millions of Brazilians, offering a more robust structure to protect the rights of beneficiaries and guarantee transparency in the relationship with operators.
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