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HOW DOES THE REIMBURSEMENT AREA OF DKV'S CUSTOMER AREA WORK?
Click on the following link and we'll explain it in a simple way
WHERE SHOULD I SUBMIT MY INVOICES?
You can submit your invoices through our Customer area, using the DKV reimbursement app for Android or IOS, at any of our branches, or by post (Apartado de Correos, 20, Carrer de la Constitució, 3, 4ª planta, 08960 Sant Just Desvern, Barcelona).
Note: Reimbursement requests received in DKV Seguros' email will not be accepted.
WHAT DETAILS SHOULD MY INVOICE INCLUDE?
The invoice must include the following essential details:
- Invoice number.
- Details of the health professional.
- Details of the patient.
- Completed service or services (broken down by service).
- Amount or amounts by completed service.
- Payment confirmation (provider's stamp justifying payment or any document certifying it).
To the extent possible, invoices must be translated into English, French or German.
CAN I SUBMIT INVOICES WITH SEVERAL SERVICES?
Yes, in this case, each service must be broken down with its corresponding amount. If they include session services, we must specify the date of each service.
IN WHAT CASES DO I HAVE TO ATTACH A MEDICAL REPORT OR PRESCRIPTION?
You must attach the medical prescription to your invoice in diagnostic tests, medical treatments and surgical procedures. In the latter case, you must also attach the medical report.
HOW CAN I SEE THE STATUS OF MY REIMBURSEMENT?
You can check the status of your reimbursement requests via:
WHAT SHOULD I DO WHEN I RECEIVE AN EMAIL NOTIFYING A MESSAGE ABOUT MY REIMBURSEMENT REQUEST?
We have changed the notifications so that only you can access the information. When a request changes status, you will receive an email with a link that will take you directly to the DKV Customer Area that will take you directly to it.
WHERE CAN I SEE MY NOTIFICATIONS IN THE CUSTOMER AREA?
You can see the notifications in:
- Section My policies/notifications
- "Sandwich" icon at the top left of the web page.
Bear in mind that receipts informing you of the additional details required by the company to validate your reimbursement and requests that are not covered will be notified in your query about your reimbursement. In the notification you will see a barcode and, below it, a number identifying your request.
HOW CAN I CHANGE MY CURRENT ACCOUNT FOR INVOICE PAYMENTS?
When requesting your reimbursement, you can select the current account or edit it, adding a new one. Please note that this change will only apply to the reimbursement being edited. reimbursement requested.
In current account holder you can process a reimbursement request for any of its beneficiaries to their personal current account. If you want to change permanently your current account for a beneficiary, provided that you are of legal age, you have to send an email to firstname.lastname@example.org / email@example.com / firstname.lastname@example.org or email@example.com, attaching the following:
- Photocopy of the National ID Card
- IBAN (Account number)
- SWIFT (Bank identifier)
- ABA (only for the United States/Puerto Rico)
FROM WHAT MINIMUM AMOUNT ARE REIMBURSEMENTS PROCESSED?
Banks require a minimum amount in international transactions. Therefore, if your reimbursement is not above 20 euros, it will be withheld for future payment until this minimum amount required by the banking sector is exceeded. When this limit has been exceeded, DKV will pay the reimbursement.
WHY CAN'T I SEE THE REIMBURSEMENT OF A BENEFICIARY OF MY INSURANCE?
Insured persons of legal age can request their own password. In this case, when they request a reimbursement using their password, it will only be visible to the beneficiary, not the policyholder. If the reimbursement for a beneficiary has been requested by the policyholder, the latter will be able to see it.
WHAT SERVICES DOES DKV COVER?
The cover of your insurance is the same as that covered by the Spanish National Health System. The arrangement for use and guarantees entails a health insurance covering 100% of the expenses and a free choice of healthcare centres and professionals worldwide, except Spain, unless you are a mutual society member of Muface Internacional, in which case you are covered in Spain.
WHERE DO I HAVE TO CALL IN THE EVENT OF A HOSPITAL EMERGENCY, REPATRIATION OR EVACUATION?
In the event of an emergency or the need for repatriation or evacuation, call +34 976 768 998 (for assistance outside Spain).
If the event of an emergency, hospitalisation, complementary tests or expensive treatments, remember that DKV offers you the possibility of requesting a payment guarantee instead of the traditional reimbursement system.
WHAT IS A PAYMENT GUARANTEE?
A payment guarantee is a procedure between DKV Seguros and a medical centre that involves the direct payment, so the insured person does not have to pay any amount.
HOW CAN I REQUEST THE PAYMENT GUARANTEE?
DKV makes the direct payment to healthcare centres and professionals abroad that accept it for as many provisions as possible included in the agreement, especially in the case of scheduled hospitalisations, chronic treatments or complex diagnostic tests.
By following the process described below, we organise everything with the healthcare provider before beginning the treatment and we provide the payment guarantee whenever possible, so that you can receive the service without having to make any payment.
- Download the payment guarantee form from your Customer Area.
- Send it to us filled out at least 72 hours before the treatment in order to receive the pre-authorisation. You can send it by email to the email address of the organisation you belong to:
- We will contact the healthcare professional or centre directly to arrange the direct payment (where possible).
- DKV will inform the interested party of the result of the procedures within five days via the provided email.
WHO SHOULD I CONTACT IF I HAVE ANY QUESTIONS ABOUT THE REIMBURSEMENT OR PAYMENT GUARANTEE?
If you have any questions, you can contact our team by email:
Or by telephone: +34 976 768 998
We want to help you make the best decision
Why choose your healthcare with DKV
We have been more than 40 years taking care of the health of mutual society members
You can process online authorisations for more than 75% of medical tests
We have 23 Espacios de Salud DKV and more than 1,000 medical centres available
We have implemented several initiatives in terms of healthcare and the integration of people with disabilities, as well as measures to protect the planet
Organisations that trust us
Spanish Agency for International Development Cooperation
Centre for the Development of Industrial Technology
ICEX España Exportación e Inversiones
Ministerio de Educación y Formación Profesional
Ministerio de Hacienda y Función Pública
Ministerio de Industria, Comercio y Turismo
Ministerio de Justicia
Ministerio para la Transición Ecológica y el Reto Demográfico
Instituto de Turismo de España
Ministerio de Agricultura, Pesca y Alimentación
Ministerio de Asuntos Exteriores, Unión Europea y Cooperación
Ministerio de Presidencia, Relaciones con las Cortes y Memoria Democrática
General Judicial Mutual Society