DKV Salud Reviews 

DKV has the worst customer service department I have ever seen. I have worked with cst support half my life, in many countries, but I have never, ever seen anything like this. They lie, they cheat, they send wrong information, they refuse to follow their own policies. Speaking of, their policies cannot be trusted. Not at all. You cannot sign up with these people. These are scam artists and tricksters. No policy will be honoured, no call will be answered. That is their motto.

I honestly think DKV are the single worst company I have ever had the misfortune to be involved with. The only thing they appear to be good at is taking your money. I paid in advance each year and this didnt stop DKV from raiding my bank account for more money. This was eventually returned with no apology and then they took more money the following month which I still havent had it returned and Ive given up trying.

Now if they gave good service maybe I could forgive this but their service is useless especially if you dont speak Spanish. My wife has been waiting for a gall stone operation for months and every time I try and get it authorised, somehow DKV manage to avoid helping me. That´s one thing they are good at!

My wife is now feeling very unwell but will DKV help- No of course not! Already we´ve twice driven 50 kilometres to Lorca for an assessment but still I cant get this operation agreed.

All this company seem interested is your money. Customer service, certainly for the British, is non- existent.

Instead of helping with your health problems they make you ill with worry.

I've been a DKV customer since 2021. When my husband died suddenly and traumatically three months ago, I have received NO HELP from DKV. THEY IGNORED MY REQUESTS for help finding an English-speaking psychiartist and psychologist. Then once I started paying out of pocket to see a trauma therapist and switched to a reimbursement plan, they told me that I didn't declare that i was seeing a therapist on my new health declaration. I HAD BEEN REPEATEDLY ASKING THEM TO HELP WITH THIS THERAPY SO IT WASN'T A SECRET!! I am traumatised and grieving and taking care of our three year old daughter, and DKV does not care. AT ALL. THEY DO NOT CARE ABOUT HEALTH, MENTAL WELLBEING, NOTHING EXCEPT PROFITS.

WHAT SORT OF COMPANY REFUSES A WIDOW WITH A YOUNG CHILD ACCESS TO THERAPY?????

Don't use this terrible company. I've been trying to cancel my 215 Euro per month policy since January and they refuse to do this until next January. I am therefore giving them over two and a half thousand Euros for nothing!

Literally have no idea how this is a company. May as well replace your offices with a cardboard box and have no employees. Seriously, that useless. Consider doing society a favour and closing down your useless excuse of an organisation. If you're ill and need medical help, do not expect to make it using DKV.

(Will constantly up monthly charges, make it *literally* impossible to cancel, no or uselessly slow replies to emails, outdated doctors list - only good to satisfy legal red tape around applying for visas, as an actual service, practically pointless)

Terrible customer service, very hard to reach them, very slow responses, very bureaucratic, lists of authorised doctors are not updated for ages.

An UPdate on the update:
- sends the SAME meaningless copy-paste letters of irrelevant information
- I do NOT speak Spanish! Only to the level of shopping so answer in ENGLISH!

I assume DKV has a robot that sends the same meaningless emails over and over again. Hence they answered the same, and in Spanish... If there was zero stars, you would receive it. I am highly doubtful your customer service comes anywhere near acceptable when it is about a real concern! Do NOT use this company, unless you want to spend your hard earned money on nothing. (Might as well throw it out on the window)

UPDATE: We already did send the email. The response is that we have to pay until the end of the year. For the nothing and appalling "customer service" we don't actually receive. Please, respond IN ENGLISH as you do to all people complaining in English. I do not speak Spanish to this level. Customer service...🤦
........
Despite English speaking staff, our conversation is mostly lost in translation.

It started with them claiming my address didn't exist! I have them the mailing address - no good. Then I gave them the catastral address ( a very official one) - they still claim it doesn't exist. Then I gave up and after about 6-7 weeks of this back and forth, the health card came.

I haven't used their services once. I opted in last may or so. Then I would have wanted to use their services March 6th. For a dentist appointment. ( It turns out there's a separate dental insurance, 67€ / month is not enough to cover that) Now, to find out that's the case, the number I called asked literally for my shoe size before telling me "sorry, you need a separate insurance". Why??? Can't you just give information if I tell you what's the name of my insurance with you?
Oh, besides the hurdles at the beginning, it turned out that my address AND phone number are completely wrong!!! on my account. I have no idea how did they send me the card, or how would they manage to reach me, because NONE of the personal ID details were accurate! Instead, they are completely different!

Oh, the best. The "expiry" of my health insurance is 31st December! PLUS there's is a 30 days notice. So not only I have to remember the 31st December date BUT I also have to make sure I terminate my contact 30 days before OR I have to pay for another year???

I will have to pay for NOTHING!!! for another 9 months this year - after paying for 9 already! Ridiculous! I have been given another health insurance at work, I find your services nonexistent/ appalling and yet I have to pay for your substandard existence?

The company seems like an awfully incompetent one! If asked, I will never recommend them! Do NOT take out insurance with DKV! Or bear the consequences when you actually need them!

Dear Shane Rene Van Duren,

the 2 of july you were informe that in case you want to cancel your policy you have to send us a copy of your ID/passport as well as your policynumber to this email -- before of the 30th of November. We did not receive your email.

As soon as the medical procedures that we have not paid, we are not aware of any claim from you. We don´t know what it means.

I would appreciate it if you contact your insurance agenton the phone 619000712.

You were informed. Nevertheless the policy was void when you reneged on the payment of the MRI scans which you were also notified of. complaints were made. which rested in my requesting a cancellation of the policy. Can you please point out the relevant law that says all notifications to a business must be made to --
The fact that you are saying you did not process my request to cancel but directed me to make the request to a specific email address is an admission that you recived my request.
So are you disputing my identity or your ability to process my request?
Are you denying the multiple conversations and complaints I made to your organisation in relation to the MRI scans happened . or are you saying that they are not valid because you do not recognise the way I informed you?

Dear Shane Rene,

I inform you that the law 50/1980, about insurance in the article 22 it says "either of the two parties that sign an insurance may oppose its extension. To do so, the other party must be notified in writing: in the case of the company, two months in advance, and in the case of clients, one month in advance."

From DKV Seguros we request that said document contain at least the personal data of the holder, policy number, reason for withdrawal, date and signature.
The reason why you paid the MRI scans was because you refused to send the documentation that was required to manage your authorization request. Authorization is a prerequisite for some medical tests, interventions and hospitalizations.

I wrote it the you attached email to -- dated 13APR2022 "I want to cancel my membership with DKV". and I posted it publicly. Maybe you should have taken notice and writtern it down.

You can complain that I did not follow your explicit protocols but if you want to keep me as a paying costumer than you have to work for me. I don't pay you, so that I can work for you and follow the administrative tasks you give me when I am in pain. I pay you so that I can get the treatment I need when I am in pain. You made me pay a few hundred for the MRI scan. so I did. I learnt that your insurance is going to run me around when i can least do the running around, I learned that I am better off keeping my money in the bank so it is on hand when I need it because you wont be. you lost my businesses worth thousands and I told others. and if you go through the posts on trust pilot you will see that I am not the only one that did not feel like they got what they paid for. Maybe you think you can intimidate me into giving you my money. LOL. good luck with that dick head.

Dear Shane Rene,

the only idiot is you if you think that the insurance will pay for something if you don´t have a medical indication and accredit it to the company.

If you´re not going to follow the rules, obviously what you had to do isn´t take out health insurance. First, you,re informed od how the insurance works and then it´s contracted. And if you´re not interested in how it works, then don´t hire it. Once signed, you must remain until its expiration and notify your non-renewal in writing one month in advance.

King regards,


Mucho que cuidar
Atención al cliente

Sucursal de Badajoz

I was an idiot for signing up with DKV without reading the reviews. The only people that would want to be treated the way DKV have treated me are desperados that have no self respect. I have an Australian government issued gold card that gives me top specialist cover for all conditions, I know the difference between good health cover and the scam DKV are running. If I arrive at a hospital and show my gold card they Say hello mr Van Duren your private suit is on the top floor. and I pay nothing for that. Your charging me 2k the Dr laughs when I show him your card and I have to pay cash for my own scans because its easier then doing your administration.

The fact that you think taking action against my credit rating is a way you can punish me for being your client is going to cost you more then it will cost me.

DKV Spain has written that my case is being reviewed. What is not acceptable is that I have written proof of my notice of cancellation in November 2020 per the companies requirements. Why is 56.75 taken from my account in 2023? Why should there be a lengthy "investigation"? DKV already has this documentation. Why isn't a customer service person calling me back and simply refunding my money? This is what I mean when I say DKV's customer service is messy and inefficient. Unfortunately, DKV appears quick to collect your money but slow to refund when there is a mistake.

Had a pleasant experience until we wanted to cancel the insurance plan. The cancellation process is poorly communicated and you only get automated responses-no human contact(at least thats how it feels).You won’t be informed or asked if you want to continue (other companies usually inform you in advance) and then you are tied to the plan no matter of the circumstances. There are many other great insurances that communicate better and who’s customer service is friendlier, more willing to assist, therefore, if you can- do choose another company/option! As we are still trying to cancel, this time-to do it in advance but it has been more than a week and it still has not been processed even though the official request has been sent 2 times already..

Disastrous experience
Been with DKV for two years now had to have private health insurance when we moved to Valencia in November 2020 it took us 6 months to get our health cards.And we never did receive our welcome packs gave up after numerous emails to them.
After we found our nearest medical centre by ourselves they helped us get sorted with blood tests etc

All was going well until I started having breathing difficulties in my sleep I made an appointment with a doctor to check this out who diagnosed I had a fracture to my septum at some time in my life. She said it could have happened when I was younger without knowing it had been damaged

Next experience sent all paperwork to authorizations at DKV they say they want medical report for when my septum was damaged this is impossible as ther is no paperwork for this as I don't know when it happened they just send me round in circles with automated emails etc
We even hired a translator to help us and she said they are impossible
We went to the DKV office in lliria with paperwork and explanations they checked paperwork and said all was ok but still authorizations ask for non existing medical reports when asked for authorization
Today I am going to hospital to cancel my procedure for the 16.12.2022 as DKV have been using there delaying tactics for 7 weeks now
Shame on you DKV for betraying people's health
John

Needed urgent authorisation so rang number on back of card . 5 calls later and several emails got authorisation. Got a shock when we recieved 26euro phone bill on our mobile. Also had to go to a parcel company and pay to send off my sample to the lab. All in all a very stressful and time consuming experience. Recieved a response from DKV not addressing the issues raised e.g why have a premium telephone number at all !!.Why should I have to arrange for my sample to be sent off ?.If you are thinking about private medical insurance be prepared to do a lot of the work yourselves.

I read with interest many poor reviews from people who did not perhaps use an English Agency to arrange the policy and provide support. Many of the poor reviews are clearly people who have no idea what type of policy they have or how it works. DKV have 11 levels of policy in total. An Integral Elite is level 5 of 10. This policy means you have to use the very large DKV network and can only use Doctors and Hospitals in that network. YET People here complaining they went to a NONE NETWORK hospital and DKV did not assist. Had they taken up the Mundisalud DKV policy this lets you attend any Doctor any Hospital anywhere you happen to be in Spain or the World. When looking at the lower cost network insurance check where the nearest EMERGENCY hopsital is in your area. If it is too far away then maybe you need to pay the extra and have a policy which will cover you at any hospital. DKV Integral policy are 1 of the top 3 network insurances in Spain with one of the largest networks but you must only use the network Doctors. Not happy with a Doctor or Specialist, with the Integral policy You can even get second or 3rd opinions without asking permission. The policy is a good one when you know how it works. USE an English agency to set up the policy that way you have an agent who will guide you in English - Tailor Made Healthcare Spain are very good with their support for DKV Seguros policies.

I am insured through DKV and after 4 months I landed in the hospital with a phneumonia (that can easily cause death). In their own terms and conditions they mention that in case of emergency even in the fist 6months this is covered. But they are not paying the costs and I have pay it myself. The first six months not paying for anything is outrageous even without emergency’s but this is really shocking. Would not recommend

Did not hear back from DKV after 4 emails, 2 calls and giving them my information through trustpilot

I was always a very happy client as an expat. I had my home insurance and health insurance for over 5 years with DKV. Now i moved back to my home country where it is mandatory to have private health insurance. Therefor i asked DKV to cancel my policy since i cannot use it anymore. They asked me of proof (new home address in other country) which i provided to them and after a few days they sent me a WRITTEN CONFIRMATION that my policy would end as per end of May. After this they keep taking money out of my account so i write them to clarify. They tell me that No its not true, the department sent me the wrong e-mail, they are not cancelling it. I need to pay until the end of the year (for something i CANNOT use). I guess its normal for this company to confirm something written and then later take it back. This is the worse customer service experience and they are just taking my money while i cant use the service! What is the most dissapointing is that i have been using their services for over 5 years and this is how they treat their long time customers.

Edit: So they replied and asked for my details which i sent on the 18th of July and still no reply! But they are still taking money out of my account. This is criminal really.

Also i asked if my daughter could be insured with me on my policy beginning of the year. They then closed a new policy for her, so now they are charging me twice! I did not ask for a new policy for her and DID NOT sign anything. You are a bunch of thieves really. Please stop taking money from my account I AM NOT USING YOUR SERVICES. policy number: 0060000046665

The worst experience, with 0 empathy and 0 clear answers. They're denying a treatment to a 4 year old because according to them the condition was pre-existing. It's a speech related condition, and it's not pre-existing as it's still not diagnosed. They're denying us to see a specialist that can diagnose. Will present a law suit, run if you can.

Utterly terrible company. The moment you communicate that you are not happy with their behaviour they stop communicating and start threatening action when you cancel the contract.

They suggest complaints will be handled by their defensacliente email address but all you get is an automated reply.

Stay well away from any company with such a low trust pilot review and posting the same responses to bad reviews.

My partner had a medical emergency, torn retina. Went to an emergency consultant and sent the medical report to DKV for approval. He called them as he was waiting outside the hospital as he did not want to have the tests or treatment before it was approved. After fifteen minutes on hold was told fine to proceed. Asked four times if they were sure, answer was yes. Had the emergency treatment, came out of hospital to find an email saying it was not approved as the consultant was not on their list. Called DKV to be told they made a mistake....spoke to another agent who then said no, it is approved and sent the approval. Now they say they won’t pay for the tests........ despite having an email with the approval. Next step is the ombudsman....we are talking of €172 and DKV are coming across as shameful and they admit they made the mistake so don’t pass your mistake on to your clients who did exactly what they were asked to do to get the treatment approved. Would you use an insurance company like this when your health is concerned?! Make your own mind up! Post review....a standard response from DKV on my Trust Pilot review. I have already raised a complaint and even thought they agree THEY (DKV) made the mistake they still won't pay...so they want me to pay for THEIR mistake !! I have replied to their pitiful response and so far no response from them.... be very warry taking out a policy with DKV. Totaly understand mistakes happen...but when a mistake is made accept it, pay for it and make sure it does not happen again.....don't make the innocent person pay for your mistake...shame on DKV

The worst insurance ever. Everything is ok until you pay and you don't need them. But if something happen, your are in really trouble with them.
My brother had an accident in kenya and we suddenly called for help. He had several injuries, three fractures in the arm and two in the mandíbula. The doctor advised an urgent surgery to the mandíbula fracture. They stayed 4 days asking me every day the same questions like how the accident happened, the third day I was still sending draw of the accident, going back and forward, being totally lost in the management of the situation. I asked repatriacion in Italy, after 3 days they told that should be done in Spain. That is totally fine as I can have my family flying from Italy, but 3 days to give this information? They said they cannot organize the flight from malindi to nairobi, while there is the AMREF flying doctor service but maybe they are not even aware. Never get a call back in the first days, I was the one calling every hour to know. Every time the answer was: we are evaluating, we are studying options. They said they cannot get in line with the hospital. I called by myself and had no problem even in organizing the admission to nairobi hospital.

UPDATE
they organized on the 4th day an ambulance to mombasa hospital to do a proper check as the one they had from malindi was "too poor". The proper checkup was the doctor seeing the xray and asked:"do you want to go back? I will write the fit to fly". This was the very proper check they were waiting for. In the meantime, the wound on the knee got infected seriously

END OF THE STORY
We had to book a flight by ourselves because their proposal was for the 8th of March arriving the 9th. The doctor report was the same I sent the first day after the accident. We did not want to wait as the protocol is that the mandíbula NEEDS to be fixed by surgery at latest in 10 days, and they were scheduling the departure on the 9th day arriving the 10th. That was meaning lose more crucial days. In fact, the surgeon said that the bones were already closing in a wrong way due to the time waited.

The contribution of this insurance has been to lose 5 days and (hopefully-we are still at the hospital) book the flight back home. That we could have done by ourselves in the next two days from the accident, not losing so much time, as they are not providing any further assistance. So instead of helping, they rather worsened the situation.

Going to cancel this insurance asa I can plus we are going to go on legal court because maybe my brother has severe consequences because of their incompetence and delays

DKV was recommended by the insurance center. I went to see a specialist neurosurgeon with the appropriate qualifications. The Dr did not accept DKV so I had to pay cash for that appointment, He asked for an MRI scan, I went to the appointment to get the scan. Showed the receptionist my DKV card and was told I needed pre approval to pay for the scan, because paying for coverage that includes scans is not enough. I called DKV to get approval but DKV did not facilitate that. Asked for a superviser, told there was none. Asked to cancel policy because it was not working for me, denied. They did send me a complaints form in a language I don't speak, so at least they understood what refund means. A sales rep called me back an hour later but he could not resolve any of the issues as it was not his department and had no authority so I wont get that time back. DKV are very helpful when they want your money but not an effective in service delivery.

I contacted the expat insurance broker that sold me the policy and the became very defensive so I question their independence. Ultimately her response was to tell me I was doing it wrong.

I said many times to them all that I'm not asking them to change their policy. Its just that that policy does not work for me in practice so could I please cancel the contract and be reimbursed for my remaining time. I think i was very clear on that with all of them. But no they want to still be my health insurance company in so far as keeping my money in concerned.

What I did wrong was hire the wrong insurance broker, fork out a lot of money to the wrong insurance company and now I have to go looking for one that works.

Get DKV if you want to bleed out in the back of an ambulance, while you get rejected by medical professionals that don't use insurance companies whom snowball them with administration. Or perhaps you want to watch your loved ones get denied time diagnostic images while you wait for approvals, send emails and search for passwords or numbers on the documents you were not given.

And don't expect a refund all when its time for complaints and cancellations they forget how to speak english and the ones that do have the authority to take your money but not give it back.

In the end you will be told your loved one died waiting for a diagnostic scan and a DKV approved surgeon to arrive because you did it wrong. It was your fault.

Lol in their reply they offer to investigate the matter and then provide an invalid email address...thanks for proving my point DKV is a total scam big on sales short on delivery.