DKV wants to speed up your claims as a DKV Personal Doctor insurance policy customer

Are you looking for help from DKV?


  • Find the answers to your questions and how to manage them as quick as possible

  • Use the contact methods specific to your insurance type

  • Discover the advantages and extra health services included in your insurance policy


Basic concepts

We resolve your most frequent queries about your dental insurance

What is the difference between Personal Doctor and another health insurance policy?

With Personal Doctor, you choose your family doctor, who will be your trusted doctor and support and guide you at all times so that your relationship with medicine becomes more practical and efficient. You will be offered the best medical specialists according to your needs and the best personalised prevention plans to improve your health. You will have access to in-person consultations and tests, as well as via chat or video call 24/7. In addition, you won't have to worry about authorisations or appointments, as these procedures will be carried out by your health assistant.

What are Terms and Conditions?

It is a contract that includes the rights and obligations of DKV and the insured person or policyholder. It is also called “General Terms and Conditions” and “Specific Terms and Conditions”.

Waiting Period

A waiting period is the period of time from the date the policy enters into force during which some cover does not take effect. You can consult the waiting period in your policy's general and specific terms and conditions.

Previous conditions

The pre-existing condition is a health condition (e.g. pregnancy), alteration or organic disorder that existed before the time of the insurance was contracted, regardless of whether there is a medical diagnosis.

From when can I use my health insurance?

You can use your insurance and go to the doctor the day after you take out the policy, that is, from the first day it becomes effective. Except for some services that have a qualifying period, like surgery, hospitalisation, childbirth or transplants.

In which cases do I need authorisation from DKV to use the policy and how do I request it?

If you need an authorisation for a complex diagnostic test or treatment, your health assistant will request them for you. You can view the status of authorisations in your Personal Doctor app.

Procedures in your policy

See the most common procedures in your DKV Personal Doctor insurance

Request authorisation

If you need to undergo a complex diagnostic test or any other act that requires authorisation from DKV, your personal health assistant will request it for you. You can contact your health assistant through the Personal Doctor app, where you will see the status of the authorisations.

Medical card

Your digital card is in the Personal Doctor app.

Your policy's contractual documentation

Your insurance documentation is in your Personal Doctor app, in the section My insurance.

View medical directory

In Personal Doctor, there is no document or section with the medical directory. If you need to visit a specialist, contact your doctor, who will suggest several options for an appointment and an in-person or virtual consultation. This way, you will not have to waste time searching among the more than 40,000 specialists included in the DKV medical directory.

Request a Telemedicine appointment by telephone call or videocall

If you need telematic assistance from a doctor, you can request it through your Personal Doctor app.

File a claim or complaint

Each complaint is an opportunity to improve the quality of service offered to the customer, which is a priority for us. Therefore, with an aim to protect and ensure our customers' rights, we endeavour to respond in the most efficient and timely way possibly, aiming to ensure that the process does not take any longer than what is strictly necessary. Therefore, we commit to responding within a maximum of two months from its initial presentation.

To file a claim, you can use any of these channels:


More information about the processing of claims and complaints here

Request the cancellation

Any policyholder who wishes to request the cancellation of the policy must do so in writing at least one month before the policy's maturity. Health insurance policies expire at the end of the calendar year, i.e. 31 December; other policies expire one year from the date the contract becomes effective.

In order to request the cancellation of the health insurance policy, the policyholder must do so in writing at least one month before the expiry of the policy (31 December). This writ must be sent to the email address, indicating the Tax ID No.(NIF), policy number and reason for cancellation.

More information about the process of cancelling an insurance policy

Quiero Cuidarme Más App

Your doctor in your pocket

From the app, you will not only be able to contact your 'Personal doctor' and see your calendar of medical appointments, but you will also have access to all your medical information and history.

Support chat
Support chat or wall in the Personal Doctor app with customer service
WhatsApp procedures

+34 960 160 954

Monday to Friday from 9:00 am to 9:00 pm, except weekends and bank holidays

Manage telephone
Customer Service help line

900 812 315
Monday to Friday from 9:00 am to 9:00 pm, except weekends and bank holidays

New in DKV Club Salud y Bienestar
Get discounts and special prices for healthcare services.
DKV Club Salud y Bienestar

Taking out a health insurance policy with DKV Seguros gives you access to multiple discounts and benefits in health and wellness services for your whole family.

Registering in the DKV Club Salud y Bienestar is free and gives you access to different discounts on various services; we have a vast network of brands and professionals.

With DKV Club Salud y Bienestar enjoy various offers in the services: price discounts, reduced prices, a one-month free app subscription, prize draws, and more!

You are a DKV customer

Please call us on:

900 810 072

Exclusive mutual society members

Please call us on:

900 810 073

You aren't a DKV customer