Complaints and claims

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

• Through a form you'll find on the Customer area.

• By e-mail: defensacliente@dkvseguros.es.

• By post to: Torre DKV. Avda. María Zambrano, 31 - 50018 - Zaragoza.

• Going to any of our branches.

If you wish to report an incident about the service or a complaint, you can do so through our Customer service from 8:00 am to 9:00 pm on business days.

All natural and legal persons who hold the status of policyholder, insured person, beneficiary, injured third party, participant or successor of the rights of one of the above who are related to a policy, claim or reimbursement contracted with any of the entities of the DKV Spain Group.

If you've had a problem, we want to hear from you and help you. You can submit your complaint or claim, either physically or digitally, in person or through a representative. We only ask that the format allows for it to be read and printed, as well as to preserve the information, so that we can handle it correctly.
 

Our goal is to make the process simple, accessible, and transparent.

The claim must contain the following information:

• Name, surname(s), ID number, address of the interested party and, where applicable, of the person representing them, duly accredited.

• Policy number, claim, authorisation or reimbursement to which the claim refers.

• The reason for the claim or complaint, clearly specifying the matters concerning which a pronouncement is requested.

• Office or department where the events that led to the claim took place.

• Verification that the claimant has no knowledge that the matter about which the claim or complaint is made is being examined in an administrative, arbitration or judicial procedure.

• Place, date and signature.

• We receive it and confirm that we have it: We will send you an acknowledgment so you know we are working on it, in the case of claims.

• We collect the necessary information: We analyse your case in detail and, if necessary, request more information from both you and the departments involved to fully understand what happened.

• We review your claim: Our specialised team reviews all the information to make a fair and fact-based decision.

• We inform you of the resolution: Once the decision has been made, we will notify you by letter or email, as appropriate.

We will try to help you at all times, however, if you do not agree with the decision of our Claims Department (Customer Advocate), you can always contact the Complaints Service of the Directorate General of Insurance and Pension Funds, Paseo de la Castellana 44. 28046, Madrid, or via the official website.