Procedures for your reimbursement insurance

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  • 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

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Procedures for your insurance

See the most common procedures in your reimbursement health insurance

Request authorisation

If you need to undergo a complex diagnostic test, or any other medical service that requires authorisation from DKV, please request it through our digital channels: Activa App or through your customer area. You can also request it through our WhatsApp +34960160602 or by email autorizaciones@dkvseguros.es

Request card or policy duplicate

If you need a duplicate of the medical card or your insurance contract, you can request it through the Activa App or your customer area. You can also request it through our WhatsApp +34960160602 or by calling 900 810 07.

View medical directory

If you would like to know which Espacio de Salud DKV or medical centre you can visit, you can view it on the DKV Activa App or in your customer area. You can also request it through our WhatsApp +34960160602 or by calling 900 810 072

Request a Telemedicine appointment by telephone call or videocall

If you need telematic assistance from a doctor, you can request it through your QC+ app

Information on copayments or bills

If you need to check the amount of your copayments or bills or to carry out any related procedure, such as requesting the payment of a pending bill, you can do so through the digital channels: Activa App or through your customer area. You can also request it through our WhatsApp +34960160602 or by calling 900 810 072

Modification of personal details

If you need to change your personal details (full name, postal address, telephone number, email, etc.) or change your bill's payment period or bank account number, you can request it through the DKV Activa App or your customer area. You can also request it through our WhatsApp +34960160602 or by calling 900 810 072

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.

To cancel the policy in writing, you must include the policyholder's National ID or Tax ID, the policy number and the policyholder's signature in a request sent to the branches by post or at the email bajas@dkvseguros.es. You can also do so by visiting your nearest branch or calling our customer service line 976 506 000 - 900 810 072 during opening hours: Monday to Friday from 8:00 am to 9:00 pm.

Further information

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:

 

Further information

Information about cover

If you would like to know your policy's cover and services in detail, you can contact any of our branches, or use our WhatsApp +34960160602 or by telephone 900 810 072

Request an insurance or travel assistance certificate

If you need a certificate to prove that you have healthcare cover abroad or you need an insurance certificate, you can request it through your customer area or by calling 900 810 072

Contact us

If you need help from our customer service team or to speak to a doctor, use our free contact methods.
 

WhatsApp

Write to us through WhatsApp, Monday to Friday from 8:00 am to 9:00 pm (except bank holidays)

 

Customer Service

Helpline open Monday to Friday from 8:00 am to 9:00 pm (except bank holidays)
 

E-mail

Send us your question anytime by email, or request and manage authorisations.
 

Medical care

24-hour medical helpline, every day of the year, and if you are travelling abroad.
 

DKV tools and channels

We provide you with tools to make your life easier and take care of your health

 

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Customer Area

Check your policy information, complete key procedures, and get answers to any questions through our chat.

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the Activa DKV app

The App to manage your insurance: see the medical directory, manage authorisations and reimbursements, medical card, documentation, payments, etc.

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my pharmacy

Quiero cuidarme Más app

Comprehensive management of your health: video consultations with specialists, 24-hour medical chat, appointment requests, prescriptions, coaching, psychology, etc.

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Branches

Make an appointment online and visit one of our DKV branches for personalised in-person assistance.

Discover the services of the DKV Club Salud y Bienestar

Get exclusive discounts on complementary health and well-being services: physiotherapy, well-being, nutrition, psychology and much more.

New in DKV Club Salud y Bienestar

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: price discounts, reduced prices, one-month free subscription for apps, prize draws, and much more!

 

Basic concepts

We resolve your most frequent queries about your health insurance

What are Terms and Conditions?​

It is a contract that includes the rights and obligations of DKV and the insured party or policyholder. It is also called “General Terms and Conditions” and “Special 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 particular conditions.​

Previous conditions

A pre-existing condition is a health condition, alteration or organic disorder that existed before the time of the insurance was contracted, regardless of whether there is a medical diagnosis.​

What is a copayment?​

Co-payment is the amount you must pay for each medical procedure performed, based on the type of insurance you have contracted. You can see the amount of these copayments in the "Medical Procedure Groups and Copay Table" in the Specific and/or Special terms and conditions of your policy. Remember to check your policy, as not all products include copayments.​

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?​

Complex diagnostic tests and treatments, transfers via ambulance, prostheses and implants, preventive programmes or checkups and hospital admissions require authorisation.​