Information for customers on the coronavirus

We have initiated several alternatives to simplify the procedures that ensure prevention for our customers and employees.

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Carry out your procedures via WhatsApp

We will answer your queries and help you carry out your usual procedures

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Free telehealth #MédicosFrenteAlCovid

Voluntary doctors will attend your medical consultation online.

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#TocaSerMásResponsable

We are reinforcing our commitment towards you.

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Prevention tips

See the latest news on COVID-19 in our blog

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Find here the most suitable option for you

NOTE: Information updated on 19 March 2021

At DKV we continue working towards digital contact with the aim of helping you carry out some of the main procedures with your insurance, in the easiest and safest way possible. To that end, we are putting at your disposal our WhatsApp channel with which to carry out different procedures and resolve any queries.

In addition, as a new feature, you can now also request authorisations for medical tests without hospitalisation through the WhatsApp channel. Just follow these steps: 

  1. Add the WhatsApp Customer Service number to your WhatsApp contacts: +34960160602
  2. Chat with our customer service team by following these steps: Provide your full name and National ID or NIE number and explain to our colleagues the authorisation you need.

Remember, the WhatsApp Customer Service is available from 9:00 am to 9:00 pm, from Monday to Friday.

Vaccine administration is the responsibility of the public health services of the Autonomous Communities, which will contact people according to the established order of priority.

Insured persons with an international assistance policy

DKV will cover the costs arising from the vaccination of its insured persons in the countries of destination.

Civil servants, public employees or collaborators abroad (MUFACE Internacional, MAUC and public authorities adhered to the contract, AECID and NGOs) will have access to the vaccine according to the criteria of the health authorities of each country. 

MUFACE Internacional insured persons in Spain will have access to the vaccine under similar conditions as the rest of mutual society insured persons, i.e. by the public health services of the Autonomous Communities.

 

During the state of alert, if you have symptoms or have been in contact with a positive patient, you can take a quick antigen test under medical prescription.

How to request it

  1. Through our Quiero cuidarme Más app.Click on "COVID-19 antigen test request". Once inside, a chat will start with a medical professional. Explain how you feel and the specialist will ask you a series of questions to assess your case, and they will request a test for you if necessary. 

    If the doctor prescribes the test, your voucher/prescription will appear in the "Health folder," in the'Teleconsultation' subfolder, next to a search engine by province where you can locate the associated clinical analysis centre for you to visit.

  2. Through the website testantigenos.dkvseguros.com, identify yourself as a customer using your personal details and answer the medical assessment questionnaire. If the doctor prescribes the test, you will receive your voucher by email together with a search engine by province to locate the closest test centre where you can take the test. 

If the doctor considers that it is not necessary for you to request an antigen test due to your symptoms or contact, but you wish to take it anyway, as a DKV customer you can take this test and others at a lower-than-market price through DKV Club Salud y Bienestar.

More information about antigen tests

 

Health insured persons and mutual society members who visit doctors or associated centres due to experiencing any symptom and where the doctor requests a PCR test to confirm or rule out COVID-19 may take this test using the policy in the following cases:

  1. If you are a mutual society member or the private policy includes the "tests and specialists" module.
  2. If the doctor has made a written request for the test in order to assess the clinical symptoms of suspected COVID-19, which the patient is experiencing at the visit.
  3. If the request for the PCR test is not a preventive requirement for any other examination, treatment or admission for another illness.

Request via WhatsApp

It is very easy to request via WhatsApp by calling +34960160602. To do so, add that number to your contacts and send a message via the WhatsApp application. Remember to have the photo or image of the doctor's prescription/request handy.

And you will receive the authorisation by email to go to one of the network-affiliated clinical laboratories

In accordance with the provisions set forth by the health authorities, DKV assumes conducting the diagnosis of cases with clinical suspicion and providing healthcare in confirmed cases, within the limits, scope and healthcare network established by your insurance. 

The epidemiological surveillance of close contacts, including the possible conduction of diagnostic tests or their clinical monitoring, is legally the responsibility of the public health services of your autonomous region.

Private customer

  • Citizens are asked not to go to A&E at any hospital or health centre to reduce the risk of transmitting the virus.
  • Call the 24-Hour DKV Physician on 976 991 199 or arrange a telehealth consultation through the Quiero cuidarme Más app.
  • If hospitalisation is recommended once your situation has been assessed, the centre will refer your case to 061 or 112 if they consider it likely that you are infected with COVID-19, in accordance with the established protocol. Hospitalisation for treatment may be in a private or public hospital, according to instructions from the health authorities.
  • Private patients who do not have DKV coverage in public hospitals must go with their public health card and follow the same protocol.

Mutual insurance companies MUFACE, MUGEJU

  • Call the 24-hour DKV Physician on 976 991 199 or arrange a telehealth consultation through the Quiero cuidarme Más app.
  •  Citizens are asked not to go to A&E at any hospital or health centre, to reduce the risk of transmitting the virus.
  • If you experience any emergency signs (such as shortness of breath or very high fever), call the MUFACE/MUGEJU Emergency Coordinating Centre at 900 300 799.
  • If admission to a hospital is recommended once the case has been assessed, you will be referred to 061/112. Admission could take place in a public or state-assisted hospital, depending on what your autonomous region's health authority indicates.

International insured persons (Muface International, Ministry of Foreign Affairs, European Union and Cooperation and associated organisations, AECID staff posted and NGO cooperation workers)

 

Within the framework of the current contract signed with the public body, under which it operates, DKV will assume the required healthcare services, in accordance with the established portfolio of services.

The health authorities of each country or state have been able to establish clinical protocols for action in the event of suspected cases of the illness and in the event of need of medical attention. Obviously, our actions will follow these criteria.

If you think you have symptoms compatible with a respiratory infection (the most common are dry cough, fever, feeling of shortness of breath), you can:

  • Call the 24-Hour DKV Physician +34 976 991 199,
  • Speak to a doctor via video conference, privately and safely, through the Quiero Cuidarme Más app
  • Contact the official health services from your home,
  • Go to A&E if the symptoms are severe or home care is not possible (to avoid the risk of infecting others by travelling or visiting a health centre).

The epidemiological surveillance of close contacts, including the possible conduction of diagnostic tests or their clinical monitoring, is legally the responsibility of the public health services of your autonomous region or Occupational Health if returning to work. Therefore, if a person in your environment has a positive PCR test:

  • Private customer: contact your public health centre.
  • Mutual societies: contact the mutual society's associated Provincial Service so they can inform you on the closest centre near your town/city for you to visit.

If you have a positive PCR test or have any symptoms that are compatible with the disease, you may receive health assistance though your insurance with DKV or your public health service (if you are covered).

The tracing of COVID-19 positive contacts is legally the responsibility of the Public Health Services of the Autonomous Regions, for both private customers and civil servants.

If after detecting the positive contact, the patient has not been contacted within 24 to 48 hours, they must contact their CAP (Primary Healthcare Centre) by phone or via web to check that they are registered as a direct contact.

If after contacting the insured person they are provided a PCR test and the result is positive or they start presenting symptoms, they will be considered as suspicious and the cover and monitoring will be:

  • If you are a private customer: DKV's or Public Health's competence, the patient chooses.
  • If you are a member of a mutual insurance company: DKV's competence.

Authorisations

Medical emergencies

  • 24-hour Physician 976 991 199 
  • Through the Quiero cuidarme Más app. Also to advise or solve queries about the medical protocols of the Ministry of Health.

Access the medical card details

Queries on bills

Modifications to a policy: inclusions and exclusions of insured persons, modification of coverage,...

Signing up for a policy

Requesting the cancellation of a policy

Complaints or claims

Manage the reimbursement of a medical bill

Authorisations

Medical emergencies

  • 24-hour Physician 976 991 199 
  • Through the Quiero cuidarme Más app. Also to advise or solve queries about the medical protocols of the Ministry of Health.

Access the medical card details

Queries on bills

Modifications to your policy: inclusions and exclusions of insured persons, modification of coverage,...

Signing up for a policy

Requesting the cancellation of a policy

Complaints or claims

Authorisations

Medical emergencies 

  • 24-hour Doctor 976 991 199 
  • Through the Quiero cuidarme Más app. Also to advise or solve queries about the medical protocols of the Ministry of Health.

Access the medical card details

Complaints or claims

Report claims

*Emergency claims will be given priority. Other claims will be attended to as soon as possible, bearing in mind that our main aim is to protect the health of our customers, employees and collaborators.​

Management of bills

Modifications to your policy: inclusions and exclusions of insured persons, modification of coverage,...

Signing up for a policy

Requesting the cancellation of a policy

Complaints or claims

General information

  •  976 506 009, Monday to Friday from 9:00 am to 9:00 pm.​​

Report deaths

  • 976 506 009, 365 days/24 hours a day

Management of bills

Modifications to your policy: inclusions and exclusions of insured persons, modification of coverage,...

Signing up for a policy

Requesting the cancellation of a policy

Complaints or claims

 

At DKV, we have always returned the surplus capital of death insurance policies, as required by law. Furthermore, in these times, we have developed management protocols so it is carried out proactively and we can anticipate the beneficiaries' request.   

Communicate and handle a claim

Management of bills

Modifications to your policy: inclusions and exclusions of insured persons, modification of coverage,...

Signing up for a policy

Requesting the cancellation of a policy

Complaints or claims

If you have an Income insurance, See here queries about the cover

Medical emergencies

  • 24-hour Physician 976 991 199 
  • Through the Quiero cuidarme Más app. Also to advise or solve queries about the medical protocols of the Ministry of Health.

Coverage

  • This policy does not include medical tests or coronary artery tests.
  • It does not cover hospital admissions.

Communicate or manage your financial benefit (claims, redemptions and maturities)

Management of bills or policy modifications

Signing up for a policy

Requesting the cancellation of a policy

Complaints or claims

Measures taken in Health Spaces:

  • All staff will be provided with Personal Protective Equipment.
  • The number of patients in the centres is limited to ensure that the safety distance is kept.
  • Posters with the virus containment measures dictated by the Ministry of Health will be displayed in all centres.
  • All centres have personal protection equipment for patients: masks and sanitizer gel.
  • Each healthcare professional's schedule will be adjusted to the circumstances.
  • Appointment schedules for all specialities are open for phone or video conferences.