Action steps for insured persons in the face of COVID-19
We have initiated several processes that ensure assistance for our customers and employees. Find out about what to do in the following cases:
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Procedure to follow in the event of symptoms
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Procedure to follow in the event of close contact
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Other situations in which a diagnostic test is required
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Vaccine administration
Voluntary doctors will attend your medical consultation online.
We will answer your queries and help you carry out your usual procedures.
We have taken measures to reinforce our commitment to you.
Procedure to follow in the event of symptoms
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.
If the affiliated doctor considers that there is a suspicion of infection, you will be prescribed an active infection test. The rapid antigen and PCR tests are those currently used. The doctor will prescribe one test or the other depending on the scope of the procedure, suspect's origin, availability and the number of days that the symptoms have developed.
A doctor's prescription is required to request and antigen test:
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If you have the prescription from an affiliated doctor, you must request an authorisation via the email autorizaciones@dkvseguros or WhatsApp (960 160 602) or from the branch. You can take the test with this authorisation and the prescription.
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If you don't have a prescription, but you have symptoms:
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You can request a chat with general medicine through the Quiero cuidarme Más app, and if the doctor considers it appropriate according to the cover criteria, the voucher will be issued directly from the chat and you will not require an authorisation. You will be able to take the test with this voucher.
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You can also request it through the 24-Hour DKV Physician (900 810 074 ), and if the doctor considers it appropriate, you will also be issued directly the voucher or prescription required to ask for the authorisation.
The authorisation for a PCR test when also prescribed by a doctor can be requested by telephone or WhatsApp +34960160602
Private customer
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Call the 24-Hour DKV Physician on 976 991 199 or arrange a telehealth consultation via the app Quiero cuidarme Más.
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Contact the official health services from your home.
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If, due to the patient's symptoms and situation, hospitalisation is recommended, the established protocol will be followed, with the possibility of referring the case. Admission could take place in a private or public hospital.
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Citizens are asked not to go to A&E at any hospital or health centre, to reduce the risk of transmitting the virus, unless experiencing severe symptoms.
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To undergo an active infection test, you must have taken out tests and specialists module.
Mutual insurance companies MUFACE, MUGEJU
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Call the 24-Hour DKV Physician on 976 991 199 or arrange a telehealth consultation through the Quiero cuidarme Más app.
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If you experience any emergency signs (such as shortness of breath or very high fever), call the Emergency Coordinating Centre at 900 300 799.
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Citizens are asked not to go to A&E at any hospital or health centre, to reduce the risk of transmitting the virus, unless experiencing severe symptoms.
International insured persons*
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.
Within the framework of the current contract signed with the public body, under which it operates, DKV assumes the required healthcare services, in accordance with the established portfolio of services and protocols.
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:
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Call the 24-Hour DKV Physician on 976 991 199 or arrange a telehealth consultation via the app Quiero cuidarme Más.
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Contact the official health services from your home.
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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).
*Muface International, Ministry of Foreign Affairs, European Union and Cooperation and associated organisations, AECID staff posted and NGO cooperation workers.
Procedure to follow in the event of close contact
The actions taken with close contacts of a confirmed case, including the possible conduction of diagnostic tests in asymptomatic patients, are considered epidemiological surveillance, not medical assistance, and it is legally the responsibility of the public health services of your autonomous region when it comes to private and public insured persons.
These public health services through the tracing and tracking systems will contact the close contacts informed by the confirmed case. If you think you are a close contact and have not received a call from the tracker within 24-48 hours, call the phone number that your autonomous region's health service has established or the public health centre.
If the diagnostic test is positive and you start to experience symptoms, see the section "Procedure to follow in the event of symptoms".
Other situations in which a diagnostic test is required
Requests for a negative diagnostic test to return to work, travel or access certain public spaces are not considered medical assistance and are therefore not covered by your insurance (public or private).
You can access COVID-19 tests at special rates through the DKV Club de Salud y Bienestar.
Vaccine administration
Vaccine administration of the public and private insured persons (MUFACE/MUGEJU) is the responsibility of the health services of the autonomous regions, which contact people according to the established order of priority.
International insured persons
Civil servants, public employees or collaborators abroad (MUFACE Internacional, MAUC and adhered public authorities, AECID and NGOs) will have access to the vaccine according to the criteria of the health authorities of each country.
DKV covers the possible costs arising from the vaccine administration of its insured persons in the countries of destination.
MUFACE Internacional insured persons in Spain will have access to the vaccine under similar conditions as the rest of insured persons, i.e. through the health services of the autonomous regions.