International public healthcare beneficiaries

You can check the status of your reimbursement requests via:

• Private customer area

• DKV Reembolso app: Android or iOS

• Help line for international insured persons: 976 768 998

We have changed the notifications so that only you can access the information. When a request changes status, you will receive an email with a link that will take you directly to the DKV Customer Area that will take you directly to it.

You can see the notifications in:

• Section My policies/notifications

• "Sandwich" icon at the top left of the web page.

Bear in mind that receipts informing you of the additional details required by the company to validate your reimbursement and requests that are not covered will be notified in your query about your reimbursement. In the notification you will see a barcode and, below it, a number identifying your request.

When requesting your reimbursement, you can select the current account or edit it, adding a new one. Please note that this change will only apply to the reimbursement being edited. reimbursement requested.

In current account holder you can process a reimbursement request for any of its beneficiaries to their personal current account. If you want to change permanently your current account for a beneficiary, provided that you are of legal age, you have to send an email to internacional@dkvseguros.es / muface.internacional@dkvseguros.es / cooperantes.aecid@dkvseguros.es or desplazados.aecid@dkvseguros.es, attaching the following:

• Photocopy of the National ID Card

• IBAN (Account number)

• SWIFT (Bank identifier)

• ABA (only for the United States/Puerto Rico)

Banks require a minimum amount in international transactions. Therefore, if your reimbursement is not above 20 euros, it will be withheld for future payment until this minimum amount required by the banking sector is exceeded. When this limit has been exceeded, DKV will pay the reimbursement.

Insured persons of legal age can request their own password. In this case, when they request a reimbursement using their password, it will only be visible to the beneficiary, not the policyholder. If the reimbursement for a beneficiary has been requested by the policyholder, the latter will be able to see it.

The cover of your insurance is the same as that covered by the Spanish National Health System. The arrangement for use and guarantees entails a health insurance covering 100% of the expenses and a free choice of healthcare centres and professionals worldwide, except Spain, unless you are a mutual society member of Muface Internacional, in which case you are covered in Spain.

In the event of an emergency or the need for repatriation or evacuation, call +34 976 768 998 (for assistance outside Spain).
If the event of an emergency, hospitalisation, complementary tests or expensive treatments, remember that DKV offers you the possibility of requesting a payment guarantee instead of the traditional reimbursement system.

A payment guarantee is a procedure between DKV Seguros and a medical centre that involves the direct payment, so the insured person does not have to pay any amount.

DKV makes the direct payment to healthcare centres and professionals abroad that accept it for as many provisions as possible included in the agreement, especially in the case of scheduled hospitalisations, chronic treatments or complex diagnostic tests.
By following the process described below, we organise everything with the healthcare provider before beginning the treatment and we provide the payment guarantee whenever possible, so that you can receive the service without having to make any payment.

1. Download the payment guarantee form from your Customer Area.

2. Send it to us filled out at least 72 hours before the treatment in order to receive the pre-authorisation. You can send it by email to the email address of the organisation you belong to:

   • Muface.internacional@dkvseguros.es

   • Internacional@dkvseguros.es

   • Cooperantes.aecid@dkvseguros.es

   • Desplazados.aecid@dkvseguros.es

3. We will contact the healthcare professional or centre directly to arrange the direct payment (where possible).

4. DKV will inform the interested party of the result of the procedures within five days via the provided email.

If you have any questions, you can contact our team by email:

• Muface.internacional@dkvseguros.es

• Internacional@dkvseguros.es

• Cooperantes.aecid@dkvseguros.es

• Desplazados.aecid@dkvseguros.es

Or by telephone: +34 976 768 998