CaixaBank launches a comprehensive advisory service to process Dependency Law financial benefits

• A key factor of this new service is the comprehensive specific support offered by a person of reference throughout the entire processing of the application

• The initiative, launched in collaboration with Qida, is part of the Generación + program, a new value proposition aimed at senior citizens
• The new service reinforces CaixaBank’s commitment to accompany its more than 4 million senior clients throughout their whole lives

CaixaBank together with Qida, the social impact company specializing in quality products and services for the senior community, is now offering a new service aimed at advising and supporting CaixaBank clients in accessing the financial benefits available under the Dependency Law.

The service, which can be contracted through Facilitea, CaixaBank’s online store, stands out in the way that it guarantees to support clients until a degree of dependency is recognized by the Administration. More specifically, the financial institution assumes the risk at two key moments in the process: at the beginning, with a free initial assessment about the feasibility of obtaining the support; and also during the process, since the procedures are repeated at no additional cost if the application is rejected, aiming to receive the approval by the Administration, which holds the authority to do so.

Through this new initiative promoted by CaixaBank, a dedicated professional accompanies the client or their trusted person, throughout the entire process, guiding them at every stage. In this regard, the client has a direct contact number and is provided with all the necessary information adapted to the autonomous community where the application is made.

The support is comprehensive, proactive, and calendarised. To this end, two advisory calls or video calls are made to resolve all doubts, active follow-up is carried out, and a written summary of each interaction is provided.

In summary, this comprehensive service includes all necessary steps: advice and guidance on the steps to follow, and support in the complete electronic processing of the dependency aid application.

Generación +, a value proposition for the senior segment

The launch of this service is part of CaixaBank’sGeneración + program, a value proposition for the senior segment that offers a complete range of products and solutions aimed at addressing the challenges posed by the increasing longevity of the population from a financial services perspective.

The institution thus reinforces its commitment to accompany clients throughout their lives and promotes the creation of a package of innovative products that provide planning and support for retirement, as well as improvements in quality of life during the aging stage, both in terms of leisure and training activities and in care services.

Committed to the senior community

With Generación +, CaixaBank activates one of the lines of activity included in the Strategic Plan 2025-2027, within the objective of accelerating growth by improving customer service quality and developing the senior ecosystem to adequately support this growing group in our country.

The evolution of the senior solutions ecosystem will also strengthen the commitment to priority care for older clients provided by CaixaBank. In this context, the institution is training more than 30,000 employees to improve customer service in their interactions with the bank, both commercial and support, based on a better understanding of their distinctive characteristics. The institution has the largest branch network in Spain, present in 99% of Spanish towns with more than 5,000 inhabitants, and is expanding its presence in rural areas thanks to the mobile branch service, which already reaches more than 1,300 municipalities.

Additionally, a support plan has been implemented in branches that prioritizes attention to people with mobility difficulties to reduce waiting times and assist in accessing all types of financial services, such as the use of ATMs adapted to clients’ needs. Users can also access the cashier service without time restrictions, and pension payments have been consolidated on the 24th of each month, regardless of whether it is a weekend or holiday.

Furthermore, to facilitate communication with the customer service, direct communication with their assigned manager via WhatsApp and an exclusive phone number for senior clients (900 365 065), attended by staff who also receive specific training, have been enabled.

CaixaBank’s ATMs feature a module for using savings books, a support many clients prefer for daily use. Additionally, terminals have incorporated changes to facilitate use by people with visual or motor difficulties, as well as the possibility of configuring a simple menu to ease interaction.

Likewise, CaixaBank provides digital training sessions for older people, explaining operations such as using online banking, checking card transactions, or sending money via Bizum. This initiative is complemented by awareness campaigns on fraud prevention, such as the campaign recently launched with the comedy trio Tricicle.

The initiative, titled “It can happen to any of us,” aims to raise awareness among citizens, using Tricicle’s characteristic humor, about how to detect and prevent cyber fraud.

Alongside all the measures implemented to improve customer care, it is also worth highlighting the active commitment to older people through CaixaBank’s volunteer program, made up of employees and former employees of the financial institution, as well as the active aging programs of the “la Caixa” Foundation. In this regard, CaixaBank will promote collaborative initiatives with other institutions to improve knowledge of the needs of the elderly population and continue responding to them.