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DKV FAQs

Please fill in each section of the form below. The more information you provide, the sooner and better we can help you

Please add as much documents as possible in order to optimise the processing of your claim! Please ask your providers for quotations, invoices, technical reports, etc. in Spanish, as the insurance companies’ technical experts speak Spanish!

Personal details




GrupoXandravk S.L., tratará sus datos personales para dar respuesta a las solicitudes planteadas a cerca de los seguros. En este formulario no es necesario darnos datos de salud, rogamos se abstengan de ello. Puede ejercer sus derechos de acceso, rectificación, supresión y portabilidad de sus datos, de limitación y oposición a su tratamiento, así como a no ser objeto de decisiones basadas únicamente en el tratamiento automatizado de sus datos, cuando procedan, en la dirección de correo electrónico info@grupoxandra.eu Le recomendamos que lea la política de privacidad antes de proporcionarnos sus datos personales.

FAQs

Health care

Can I go to the doctor the day after I take out the policy?
Yes, from the first day that the policy becomes effective, except for some services that have a qualifying period, like surgery, hospitalization, childbirth or transplants.

When can I request a home visit?
Whenever, due to the sick person’s condition, travel to a clinic or hospital is impossible. Practitioners may also make house calls if this is prescribed by a DKV physician.

What does the dental insurance cover?
Extractions, treatments and teeth cleaning. What’s more, DKV offers you a guide to dental services at very competitive prices.

Authorizations

What tests require authorization?
Complex diagnostic tests and treatments, transfers via ambulance, prostheses and implants, psychotherapy sessions, preventive programmes or checkups and hospital admissions require authorization.

Some specific authorizations must be requested in writing for an assessment of our medical team. Specialist consultations do not require authorization; your MEDICARD® health insurance card is sufficient.

When requesting authorization for hospitalization or surgery, information on the doctor, clinic or hospital, admission date and prescription must be supplied. You must keep the authorization number in order to carry out the test or procedure requested.

How can I request an authorization if I can't get to an office?​

  • By phone: 976 506 000.
  • Through the customer area.
  • With the assistance of GrupoXandra, send us the prescription for the medical test and the medical report. salud@grupoxandra.eu

Do I have to request authorization to see a specialist?
No. You have free access to specialists. You must request authorization from DKV only for complex diagnostic tests, treatments and hospitalization.

DKV Medicard health insurance card

What should I do if I lose my card or it is damaged?
You can request a duplicate of a damaged or lost card through any of the following channels:

  • In the customer area.
  • On 902 499 499
  • Call GrupoXandra
  • In the event of a medical emergency, you can immediately request a temporary card through these same channels.

What is the DKV Medicard health insurance card?
The MEDICARD® health insurance card identifies you as a DKV Seguros member to the health professionals you can visit under your insurance contract. It is for personal use and is non-transferable.

On the back, you'll find various telephone numbers: customer service, assistance abroad or 24-hour emergency service. Don't forget to sign it!

Can the doctor ask me for my DKV Medicard?
Yes. The MEDICARD® is the means by which you identify as being insured by DKV Seguros.

Card expiry
The health insurance card has no expiry date, so you'll need a new one only in the case of damage or loss.

Reimbursement of medical bills

What are reimbursements?
If you have a reimbursement policy, you can freely choose the physicians and centers of your choice, even if they are not included DKV's health care network.

You pay the bill to the health care professional or center and DKV will reimburse the cost in accordance with the percentages and limits established in the particular conditions of your policy.

Check refund status 
If you have requested the reimbursement via the Clients' Area, you can view it in the same place.
If the request has been made by mail or at a DKV office, you can call 902 499 499 or go to the nearest office.

How to request a reimbursement?
You can request one through the Clients' Area, sending us the bill, filling in a form and attaching a photo of the bill.
You can request one through GrupoXandra, sending us the bill and medical report.

If the bill is less than €250, there is no need to send the original invoice.

About the contract

Extension and cancellation of the contract
Contracts are renewed automatically every year, unless one of the parties does not wish to renew it and provides written notification with a minimum of two months’ notice before the expiry date of the policy.

How I can modify data in my policy?

  • Call 902 499 499 to include a phone number, change an address, fax, email or make minor changes (no more than one letter) in first or last names.
  • Through the Customer Private Area you can edit your phone number, email address and postal address and change your password, correspondence channel, payment period of bills and your bank account number.
  • If they're major changes, like date of birth, passport number, full name, etc., you'll need to request it in writing by fax: 902 499 000, by email atencion.cliente@dkvseguros.es or contacting GrupoXandra.

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”.

Processing of personal data
DKV Seguros is specifically authorized to apply, process and give to entities of the insurance group the policy holder's and/or insured person's personal data. As regards the health data of the insured party, this information may be transferred to a third party when necessary for the sole purpose of managing health care benefits, health prevention and promotion plans and additional services covered by the insurance.

DKV Seguros is also authorized to send the policyholder and/or insured person information about health care benefits, health prevention and promotion plans and goods or services which may be of interest to them.

The policyholder and/or insured person may contact DKV Seguros to consult this data and update, correct or cancel it in accordance with Organic Law 15/99 on the protection of personal data. You may exercise your rights of access, rectification, cancellation and opposition of this data in these ways:

What documentation do I received when I take out the insurance?

  • Medical directory book: information on the DKV Healthcare Services Network and how to access it.
  • General Conditions: a book containing all the clauses (rights, obligations, coverage, etc.) that apply to your contract and which are common to all customers.
  • Particular Conditions: documentation with contract terms tailored to your particular situation, such as name of the insured party, address, date of effect of the policy, premium, etc.
  • DKV Medi-Card® health insurance card: that identifies you as a DKV Seguros customer gives you access to the contracted services.

The copayment

What is a co-payment?
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.

Where can I check my copayments?
If you are the policyholder, you can look at the copays in the Clients' Area. If you prefer, you can also request that we periodically send you the list of co-pays to your e-mail; to request this, call 902 499 499 or go to GrupoXandra..

Paying for the insurance

Why isn't the cost the same each month?
The cost isn't the same every month If your policy has copayments, some months you will also be charged for the medical procedures that were carried out.

You can check all policy receipts in the customer area.

Annual contract, monthly payment
The duration of the contract is annual and can be extended, but the payments may be made monthly, quarterly or every six months. A small surcharge will be added in this case.

Payment of a pending invoice
Contact GrupoXandra

Annual rise of the cost of the policy
The increase in your policy premiums is due to increased medical costs, the cost of new diagnostics and the new developments that DKV adds to its range of services every year.

Healthcare policies

What is a grace period?
The periods of time from the date the policy enters into force during which some coverage does not take effect. You will find the waiting period in the general and particular conditions of your policy or you can call your DKV office.

What is a preexisting illness?
A 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. Unless otherwise detailed in the policy, pre-existing conditions are excluded from insurance coverage.

When you take out your insurance contract, you must declare any injury, congenital pathology, diseases, diagnostic tests, treatments and even any symptoms that could be considered as the beginning of a pathology.