Customer area
DKV | ERGO
Contact | FAQs
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24-Hour DKV Physician
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Customer services
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Worldwide emergency travel assistance
Customer area
DKV | ERGO
Contact | FAQs

Customer area
DKV | ERGO

FAQs

FAQs

How can I access the Customer Area?
To access the Customer Area, just enter your DNI and password. If you still don't have one, you can request one on the same page. Remember that access is only available to clients over the age of 18.
How can I register?
You can register through “I want to register” . Once you have filled in your details, we will send you an email from which you can reset your password. The email will be sent to the address you provided when taking out the policy. If you do not receive this email, remember to look in the spam folder.
What should I do if I forget my password?
You can recover your password in “Have you forgotten your password?” . If you have a health policy, you will need to complete the form's validation details. Remember to enter the same details that you provided when taking out the policy. Once you have entered them, we will send you an email to reset your password. If you do not receive this email, remember to look in the spam folder.
What should I do if I have any queries about a procedure or process?

If you have any queries about a procedure or process, please ask for help through:

  • The section “Contact” at the top of the page.
  • Call the phone number also provided at the top of the page.
  • Fill in a form, in which you can select the topic of the query (cards, reimbursements, etc…) and an expert in this matter will contact you to help.
What can I do in the Customer Area?

In the registered area, you can view information on your policy and associated services. You can also carry out procedures and processes.

Through My policies, if you are the policy holder or the insured, you can:

  • View details and information about your insurance policies: policy coverage, general terms and conditions, invoices, copayments, etc. Make some changes, such as change the current account number, the billing period, contact details, etc.
  • Carry out procedures: request a duplicate of your card, a provisional card, a copy of the specific terms and conditions of the policy, a travel assistance certificate, etc.
  • Exercise your rights to access, rectification, cancellation and opposition of your personal data in accordance with your Data Protection (ARCO) rights.
  • Send us any complaints or claims, which will be handled by the DKV Group Customer Satisfaction Department.

Through My practitioners, if you hold health insurance, you can:

  • See the DKV Seguros medical directory and select your favourite doctors
  • Ask for your medical appointment at our Health Spaces and collaborating centres. And also, check all your pending appointments and manage your cancellations if needed.
  • Assess the service provided by any DKV healthcare professional and view the average rating, according to other patients' assessment
  • Access information in the DKV Healthcare Spaces: medical centres and dental clinics with the maximum guarantees of treatment, quality and solvency.

Through My authorisations, if you hold health insurance, you can:

  • Request online authorisations required for some diagnostic tests or hospital admissions within the DKV Seguros medical directory.
  • View all authorisations you have requested online and their status.

If you are the policy holder you can also carry out this procedure and consultation for the persons insured (for example, for your children under 18 years old).

Through My reimbursements, if are a policy holder or the insured of a reimbursement policy, you can:

  • Settle your bills online, thus speeding up the reimbursement period.

The policy holder can also pay the invoices of the other insured persons who are on his/her reimbursement policy.

Through DKV Health and Wellbeing Club you can:

  • Access health and wellness services especially selected for DKV Seguros clients, at lower-than-market prices and without prepayment requirements.

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