COVID procedures

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:

  • Procedure to follow in the event of symptoms

  • Procedure to follow in the event of close contact

  • Other situations in which a diagnostic test is required

  • Vaccine administration 

 

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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.
 

If undergoing an antigen test, you can request it through the 24-Hour DKV Physician (976 991 199) or via the Quiero cuidarme Más app. Click on "COVID-19 antigen test request", explain how you feel and, if required, the doctor will request the test. If so, a voucher/prescription will appear in the "Health folder".

If the antigen test has been prescribed by your affiliated doctor, you must request the authorisation beforehand, which in this case is a requirement, by calling the customer service number (976 814 983 - 900 814 390 for reimbursement customers and 976 506 000 - 900 810 072for other health customers)

The authorisation for a PCR test when also prescribed by a doctor can be requested by telephone or WhatsApp +34960160602

Private customer

  • Call the 24-Hour DKV Physician on 976 991 199 or arrange a telehealth consultation via the app Quiero cuidarme Más.

  • Contact the official health services from your home.

  • 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.

  • 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.

  • To undergo an active infection test, you must have taken out tests and specialists module.
     

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.

  • If you experience any emergency signs (such as shortness of breath or very high fever), call the Emergency Coordinating Centre at 900 300 799.

  • 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:

  • Call the 24-Hour DKV Physician on 976 991 199 or arrange a telehealth consultation via the app Quiero cuidarme Más.

  • 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 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.

 

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