COVID procedures

Information for customers on coronavirus

We have initiated several processes that ensure prevention for our customers and employees. Find out about what to do in the following cases:

  • Vaccine administration 

  • PCR and antigen test request

  • Procedure to follow in the event of symptoms

  • Procedure to follow in the event of close contact

  • Procedures related to your policy and customer service

 

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

Conditions and commitment
COVID special measures

We have taken measures to reinforce our commitment to you. 

Vaccinations

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.

PCR request

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 may take this test using the policy in the following cases:

  • If you are a mutual society member or the private policy includes the "tests and specialists" module.

  • 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.

  • If the request for the PCR test is not a preventive requirement for any other examination, treatment or admission for another illness.

Request it via WhatsApp

Antigen test

How to request an antigen test

  • Through the Quiero cuidarme Más appClick on "COVID-19 antigen test request". 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".

  • Request the test via 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 to locate the closest test centre.

 

Procedure to follow in the event of symptoms

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 cover 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*

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 Practitioner +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).

 

*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 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.

You are a DKV customer

Please call us on:

976 506 000

Exclusive mutual society members

Please call us on:

976 768 999

You aren't a DKV customer