DKV will no longer provide healthcare services to Muface Internacional mutual society members from 30 April 2025

We will support you during this change.

DKV will no longer provide healthcare services to Muface Internacional mutual society members.

We have always campaigned for public-private collaboration, and over the past 50 years, we have supported the mutual society model even above our own interests.

As a socially responsible company, DKV has always placed the insured person's interest at the centre of its decisions. However, in the current circumstances, we believe that we cannot continue to offer the level of quality of care that mutual society members deserve.
 

But don't worry, we'll guide you and clear up any doubts you may have during the process of changing company, especially in the case of members with ongoing medical processes, to facilitate this transition.

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How long will my insurance be in effect?

We are committed to continue providing you with healthcare services until 30 April 2025.

Further information

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How do I apply for my pending reimbursements?

We recommend that you apply for them before 30 April through your customer area

Further information

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Do you have any ongoing medical processes?

We have created a protocol in the event of ongoing medical processes while the change takes place.
Further information

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How can I get my medical records from QC+?

You can obtain the medical records you have in QC+ by following these steps.

Further information

Find answers to all your questions

We will work with you and answer any questions you may have during the process of change of company, especially in the case of insured persons who have ongoing medical processes, to facilitate the transition.

How do I apply for my pending reimbursements?

Please try to arrange everything as soon as possible. From 1 April, we will only be able to handle applications through your customer area, which will be available to you until the last day we provide you with the services.


From that date, if you need to apply for any more, you can do so via email muface.internacional@dkvseguros.es.

Until when will my insurance be in effect?

You can use your healthcare services until 30 April 2025. 

 

If you have any ongoing medical process after this date, please consult this document where you will find the relevant information.

What happens if I have an ongoing medical process before the change of company?

If you have any type of medical service or ongoing medical process (cancer treatment, hospitalisation, dialysis, etc.) we will accompany you during the process of changing your insurance company. 

 

To do this, we need you to fill out the form you will find here.

 

A healthcare team will assess your case and contact you within 15 working days. Please enter your phone number or that of a family member.

What will happen to my family's policies, if I took them out with DKV?

If your family members are insured with DKV on a private basis, don't worry!. These policies will continue to be in effect.


If you have taken out supplementary health insurance for your condition as a beneficiary affiliated with DKV through your mutual society, you will have received a communication at your home informing you about this matter.

How do I get my medical records from the Quiero Cuidarme + app?

You can download the medical records you have saved in QC+ by going into your health folder. They will be available until the last day we provide service to you. Don't wait until the last day to download them! We explain how to do it here.


If you have been a patient at our Espacios de Salud in Spain, you can go to them and request a copy of your medical records.


If you have been a patient with any of the other centres or professionals, you will have to contact each of them to get a copy of your medical records.

Which company has been awarded the new contract?

Nueva Mutua Sanitaria will be your new company from 1 May 2025. You can access its website through this link.


Muface will be responsible for sending your details to the new company.


You will need to contact it from now on to request any authorisations you need from that date.

How do I send my contact details to Nueva Mutua Sanitaria?


Go to this link on the Muface website and fill in the form with your updated contact details. They will send them to your new insurance company.

What should I do with my DKV cards?


From 1 May, all your cards linked to DKV will no longer be operational. We recommend that you cut them up and destroy them.

What should I do if I receive invoices or documentation on a benefit paid by a payment guarantee from DKV after 30 April?


Scan the documentation and send it to muface.internacional@dkvseguros.es, we will deal with the general service providers directly and process them.

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