Some medical tests covered by our health insurance require prior authorisation. To help with this Nueva Mutua Sanitaria offers you a number of ways to authorise tests, without any need to visit our offices:
- By telephone: 912908075, Monday to Friday 8 a.m. to 8 p.m. (excluding bank holidays)
- By e-mail: firstname.lastname@example.org (monitored from Monday to Friday 8:00 a.m. to 8:00 p.m. (excluding bank holidays).
- Via the Private Login on the website.
Authorisations are a guarantee of cover. These referrals are necessary for tests or treatments which have a high cost or that have some kind of limitation. In this way, both the insured and the medical centre have proof that the test or treatment is covered by us before it is carried out.
In the General Conditions document that we send with your policy, you will find the services that require authorisation. In general, this applies to complex diagnostic tests, treatments and hospital admissions. Usually the consultant will tell you if the test requires prior authorisation. If in doubt contact customer services on 912908075.
You are required to have your insurance card and doctor’s note which indicates the necessary data. In some cases, it is also required to also provide the exact date and location where the test or service will be carried out, as in the case of hospital admissions, surgical operations and out-patient tests.
When requesting authorisation via the Private Login, it will be necessary to attach a photograph of the doctor’s note.
Yes, always. If the admission is an emergency, it can be authorised in the following 72 hours. If it is scheduled, it must be authorised before it takes place. This saves a lot of time and ensures the process is more seamless.
In most cases, it is sufficient to call our customer care team at 91 290 80 75. Remember you must have your insurance card and the doctor’s note ready.
The doctors on our medical team must always give you a note from Nueva Mutua Sanitaria. Currently if for any reason they do not have a note, they can write a prescription on their own stationery, stamp and sign it. However, in such cases, you will need to supply us with a photograph or scan of the document to email@example.com. Once received we can issue the authorisation.
You must also send us the name and insured number of the patient and a contact telephone number. You can submit these details in the secure Private Login portal on the website.
The sooner you can make this request, the better. 90% of authorisations can be dealt with in real-time via a telephone call. However, if there is any issue comes up or if details are missing, up to 48 hours may be needed for the issue of the authorisation number.
In foreign countries, our authorisations are not valid. The cover that we have in these cases is a travel assistance policy which covers accidents or illnesses arising during the trip. For further details contact our 24/7 helpline (+34) 91 290 80 78.
During the qualification period, you do not have access to the benefits which require authorisation. For this reason, we cannot authorise services until you have qualified for cover.
Usually this applies to benefits which have a limitation. The possible limitations are always reflected in the general conditions of your policy. The report must reflect a reason which is in line with the cover contracted for to authorise the benefit.
E-mail is the most secure and effective way: firstname.lastname@example.orgOnce the report is e-mailed, how long will it take to receive a reply?
We respond within forty-eight working hours, although we always try to reply sooner.
It is advisable. From the moment that we issue an authorisation, it will be valid for of 30 days. If, for any reason, the conduct of the test or treatment is delayed, the authorisation may lapse. In these special circumstances you would have to reapply.