{"id":1056,"date":"2022-07-13T14:35:19","date_gmt":"2022-07-13T12:35:19","guid":{"rendered":"https:\/\/plesk2.nuevamutuasanitaria.es\/preguntas-frecuentes\/"},"modified":"2022-07-27T12:16:14","modified_gmt":"2022-07-27T10:16:14","slug":"faq","status":"publish","type":"page","link":"https:\/\/nuevamutuasanitaria.es\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"1056\" class=\"elementor elementor-1056 elementor-522\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1a2cb1c elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"1a2cb1c\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-b39ae07\" data-id=\"b39ae07\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-cf1aa29 elementor-widget elementor-widget-image\" data-id=\"cf1aa29\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1920\" height=\"546\" src=\"https:\/\/nuevamutuasanitaria.es\/wp-content\/uploads\/2022\/07\/cabecera-preguntas-frecuentes.jpg\" class=\"attachment-full size-full wp-image-803\" alt=\"\" srcset=\"https:\/\/nuevamutuasanitaria.es\/wp-content\/uploads\/2022\/07\/cabecera-preguntas-frecuentes.jpg 1920w, https:\/\/nuevamutuasanitaria.es\/wp-content\/uploads\/2022\/07\/cabecera-preguntas-frecuentes-300x85.jpg 300w, https:\/\/nuevamutuasanitaria.es\/wp-content\/uploads\/2022\/07\/cabecera-preguntas-frecuentes-1024x291.jpg 1024w, https:\/\/nuevamutuasanitaria.es\/wp-content\/uploads\/2022\/07\/cabecera-preguntas-frecuentes-768x218.jpg 768w, https:\/\/nuevamutuasanitaria.es\/wp-content\/uploads\/2022\/07\/cabecera-preguntas-frecuentes-1536x437.jpg 1536w\" sizes=\"(max-width: 1920px) 100vw, 1920px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ffd03b0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ffd03b0\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-98facbc\" data-id=\"98facbc\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a45c622 heading-center elementor-widget elementor-widget-heading\" data-id=\"a45c622\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span style=\"font-weight: 600\">FAQs<\/span><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-01b5115 elementor-widget elementor-widget-text-editor\" data-id=\"01b5115\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>If you can&#8217;t find an answer to your question in our FAQs contact us on\u00a0<a href=\"telto:91 290 90 90\">91 290 90 90<\/a>\u00a0or via email at:\u00a0<a href=\"mailto:info@nuevamutuasanitaria.es\">info@nuevamutuasanitaria.es<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-300071f elementor-widget elementor-widget-accordion\" data-id=\"300071f\" data-element_type=\"widget\" data-widget_type=\"accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-5031\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-5031\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Why do I have to authorise certain tests?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-5031\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-5031\"><p>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.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-5032\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-5032\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">How do I know if I have to authorise a test or treatment?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-5032\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-5032\"><p>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\u00a0<a href=\"telto:91 290 80 75\">91 290 80 75<\/a>.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-5033\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-5033\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">What data do I need to supply to request authorisation?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-5033\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-5033\"><p>You are required to have your insurance card and doctor&#8217;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.<br \/>When requesting authorisation via the Private Login, it will be necessary to attach a photograph of the doctor&#8217;s note.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-5034\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-5034\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Do hospital admissions require authorisation?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-5034\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-5034\"><p>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.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-5035\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"button\" aria-controls=\"elementor-tab-content-5035\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">What do I have to do to authorise a note from Nueva Mutua Sanitaria?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-5035\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"region\" aria-labelledby=\"elementor-tab-title-5035\"><p>In most cases, it is sufficient to call our customer care team at\u00a0<a href=\"telto:91 290 80 75\">91 290 80 75<\/a>. Remember you must have your insurance card and the doctor&#8217;s note ready.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-5036\" class=\"elementor-tab-title\" data-tab=\"6\" role=\"button\" aria-controls=\"elementor-tab-content-5036\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">And if I do not have a note from Nueva Mutua Sanitaria?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-5036\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"6\" role=\"region\" aria-labelledby=\"elementor-tab-title-5036\"><p>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\u00a0<a href=\"mailto:autorizaciones@nuevamutuasanitaria.es\">autorizaciones@nuevamutuasanitaria.es<\/a>\u00a0Once received we can issue the authorisation.<br \/>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.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-5037\" class=\"elementor-tab-title\" data-tab=\"7\" role=\"button\" aria-controls=\"elementor-tab-content-5037\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">How far ahead must I request an authorisation?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-5037\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"7\" role=\"region\" aria-labelledby=\"elementor-tab-title-5037\"><p>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.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-5038\" class=\"elementor-tab-title\" data-tab=\"8\" role=\"button\" aria-controls=\"elementor-tab-content-5038\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">And how can I authorise a service in a foreign country?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-5038\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"8\" role=\"region\" aria-labelledby=\"elementor-tab-title-5038\"><p>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\u00a0<a href=\"http:\/\/nuevamutuasanitaria.es\/en\/(+34)%C2%A091%20290%2080%2078\">(+34)\u00a091 290 80 78<\/a>.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-5039\" class=\"elementor-tab-title\" data-tab=\"9\" role=\"button\" aria-controls=\"elementor-tab-content-5039\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">What happens if I am in a qualification period?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-5039\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"9\" role=\"region\" aria-labelledby=\"elementor-tab-title-5039\"><p>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.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-50310\" class=\"elementor-tab-title\" data-tab=\"10\" role=\"button\" aria-controls=\"elementor-tab-content-50310\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Why do some medical benefits require presentation of a report beforehand?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-50310\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"10\" role=\"region\" aria-labelledby=\"elementor-tab-title-50310\"><p>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.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-50311\" class=\"elementor-tab-title\" data-tab=\"11\" role=\"button\" aria-controls=\"elementor-tab-content-50311\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">How can I present a report so that a test can be authorised?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-50311\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"11\" role=\"region\" aria-labelledby=\"elementor-tab-title-50311\"><p>E-mail is the most secure and effective way:\u00a0<a href=\"http:\/\/nuevamutuasanitaria.es\/en\/autorizaciones@nuevamutuasanitaria.es\">autorizaciones@nuevamutuasanitaria.es<\/a>.<br \/>Once the report is e-mailed, how long will it take to receive a reply?<br \/>We respond within forty-eight working hours, although we always try to reply sooner.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-50312\" class=\"elementor-tab-title\" data-tab=\"12\" role=\"button\" aria-controls=\"elementor-tab-content-50312\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Is it necessary to book an appointment for a test or treatment before it is authorised?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-50312\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"12\" role=\"region\" aria-labelledby=\"elementor-tab-title-50312\"><p>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.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-50313\" class=\"elementor-tab-title\" data-tab=\"13\" role=\"button\" aria-controls=\"elementor-tab-content-50313\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">How can I make a complaint?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-50313\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"13\" role=\"region\" aria-labelledby=\"elementor-tab-title-50313\"><p>Nueva Mutua Sanitaria, in accordance with the provisions of the legislation currently in force, has a Customer Assistance Service (CAS) that all policyholders, insured persons, beneficiaries or successors of all of the foregoing may address to present any complaints and claims related with this Policy, for which purpose Nueva Mutua Sanitaria has available printed forms at its offices.<\/p><p>Complaints or claims, which must be made in writing, may be addressed to the CAS or to the Customer Ombudsman by any of the following means:<\/p><ul><li><b>SAC:<\/b><\/li><li>Personally or by letter to Calle Villanueva, n\u00ba 14, cuarta planta, 28001 Madrid.<\/li><li>By e-mail to the following address:\u00a0<a href=\"mailto:sac@nuevamutuasanitaria.es\" data-cke-saved-href=\"mailto:sac@nuevamutuasanitaria.es\">sac@nuevamutuasanitaria.es<\/a><\/li><\/ul><ul><li><b>CUSTOMER OMBUDSMAN (D.A. DEFENSOR S.L.):<\/b><\/li><li>Personally or by ordinary letter to Calle Vel\u00e1zquez 80, 1\u00ba, 28001 Madrid,<\/li><li>By e-mail:\u00a0<a href=\"mailto:reclamaciones@da-defensor.org\" data-cke-saved-href=\"mailto:reclamaciones@da-defensor.org\">reclamaciones@da-defensor.org<\/a>.<\/li><li>Fax 913 084 991<\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ed7e7b5 elementor-widget elementor-widget-text-editor\" data-id=\"ed7e7b5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In case of dissatisfaction with the response given by either of these bodies, or if you have not received a reply within the space of one month, you may make a claim or complaint to the\u00a0<a href=\"http:\/\/www.dgsfp.mineco.es\/es\/Consumidor\/ProteccionAsegurado\/Paginas\/Descarga-de-Formularios-para-la-presentaci%C3%B3n-de-Quejas,-Reclamaciones-y-Consultas.aspx\" target=\"_blank\" rel=\"noopener\" data-cke-saved-href=\"http:\/\/www.dgsfp.mineco.es\/es\/Consumidor\/ProteccionAsegurado\/Paginas\/Descarga-de-Formularios-para-la-presentaci%C3%B3n-de-Quejas,-Reclamaciones-y-Consultas.aspx\/\">Complaints Service of the General Directorate of Insurance and Pension Funds<\/a>. For this purpose, you must accredit that the period of one month has passed from the date of presentation of the claim or complaint to the SAC or the Customer Ombudsman, without them having solved the problem, or that the claim or complaint has not been accepted or that it has been rejected totally or partially.<\/p><p>Without prejudice to the foregoing, interested parties can bring the actions that they consider appropriate before the ordinary courts.<\/p><p>Document:\u00a0<a href=\"http:\/\/nuevamutuasanitaria.es\/files\/REGLAMENTO_PARA_LA_DEFENSA_DEL_CLIENTE_NUEVA_MUTUA_SANITARIA.pdf\" target=\"_blank\" rel=\"noopener\">Regulations for the Defence of the Customer of Nueva Mutua Sanitaria<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7de7b0f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7de7b0f\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6d428b4\" data-id=\"6d428b4\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e7e597e elementor-widget elementor-widget-html\" data-id=\"e7e597e\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<script type=\"application\/ld+json\">\n    {\n        \"@context\": \"https:\/\/schema.org\",\n        \"@type\": \"FAQPage\",\n        \"mainEntity\": [\n            {\n                \"@type\": \"Question\",\n                \"name\": \"Why do I have to authorise certain tests?\",\n                \"acceptedAnswer\": {\n                    \"@type\": \"Answer\",\n                    \"text\": \"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.\"\n                }\n            },\n            {\n                \"@type\": \"Question\",\n                \"name\": \"How do I know if I have to authorise a test or treatment?\",\n                \"acceptedAnswer\": {\n                    \"@type\": \"Answer\",\n                    \"text\": \"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 91 290 80 75.\"\n                }\n            },\n            {\n                \"@type\": \"Question\",\n                \"name\": \"What data do I need to supply to request authorisation?\",\n                \"acceptedAnswer\": {\n                    \"@type\": \"Answer\",\n                    \"text\": \"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.\"\n                }\n            },\n            {\n                \"@type\": \"Question\",\n                \"name\": \"Do hospital admissions require authorisation?\",\n                \"acceptedAnswer\": {\n                    \"@type\": \"Answer\",\n                    \"text\": \"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.\"\n                }\n            },\n            {\n                \"@type\": \"Question\",\n                \"name\": \"What do I have to do to authorise a note from Nueva Mutua Sanitaria?\",\n                \"acceptedAnswer\": {\n                    \"@type\": \"Answer\",\n                    \"text\": \"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.\"\n                }\n            },\n            {\n                \"@type\": \"Question\",\n                \"name\": \"And if I do not have a note from Nueva Mutua Sanitaria?\",\n                \"acceptedAnswer\": {\n                    \"@type\": \"Answer\",\n                    \"text\": \"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 autorizaciones@nuevamutuasanitaria.es 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.\"\n                }\n            },\n            {\n                \"@type\": \"Question\",\n                \"name\": \"How far ahead must I request an authorisation?\",\n                \"acceptedAnswer\": {\n                    \"@type\": \"Answer\",\n                    \"text\": \"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.\"\n                }\n            },\n            {\n                \"@type\": \"Question\",\n                \"name\": \"And how can I authorise a service in a foreign country?\",\n                \"acceptedAnswer\": {\n                    \"@type\": \"Answer\",\n                    \"text\": \"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.\"\n                }\n            },\n            {\n                \"@type\": \"Question\",\n                \"name\": \"What happens if I am in a qualification period?\",\n                \"acceptedAnswer\": {\n                    \"@type\": \"Answer\",\n                    \"text\": \"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.\"\n                }\n            },\n            {\n                \"@type\": \"Question\",\n                \"name\": \"Why do some medical benefits require presentation of a report beforehand?\",\n                \"acceptedAnswer\": {\n                    \"@type\": \"Answer\",\n                    \"text\": \"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.\"\n                }\n            },\n            {\n                \"@type\": \"Question\",\n                \"name\": \"How can I present a report so that a test can be authorised?\",\n                \"acceptedAnswer\": {\n                    \"@type\": \"Answer\",\n                    \"text\": \"E-mail is the most secure and effective way: autorizaciones@nuevamutuasanitaria.es. Once 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.\"\n                }\n            },\n            {\n                \"@type\": \"Question\",\n                \"name\": \"Is it necessary to book an appointment for a test or treatment before it is authorised?\",\n                \"acceptedAnswer\": {\n                    \"@type\": \"Answer\",\n                    \"text\": \"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.\"\n                }\n            },\n            {\n                \"@type\": \"Question\",\n                \"name\": \"How can I make a complaint?\",\n                \"acceptedAnswer\": {\n                    \"@type\": \"Answer\",\n                    \"text\": \"  Nueva Mutua Sanitaria, in accordance with the provisions of the legislation currently in force, has a Customer Assistance Service (CAS) that all policyholders, insured persons, beneficiaries or successors of all of the foregoing may address to present any complaints and claims related with this Policy, for which purpose Nueva Mutua Sanitaria has available printed forms at its offices.  Complaints or claims, which must be made in writing, may be addressed to the CAS or to the Customer Ombudsman by any of the following means: SAC: Personally or by letter to Calle Villanueva, n\u00ba 14, cuarta planta, 28001 Madrid. By e-mail to the following address: sac@nuevamutuasanitaria.es. CUSTOMER OMBUDSMAN (D.A. DEFENSOR S.L.): Personally or by ordinary letter to Calle Vel\u00e1zquez 80, 1\u00ba, 28001 Madrid. By e-mail: reclamaciones@da-defensor.org. Fax 913 084 991\"\n                }\n            }\n        ]\n    }\n<\/script>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>FAQs If you can&#8217;t find an answer to your question in our FAQs contact us on\u00a091 290 90 90\u00a0or via email at:\u00a0info@nuevamutuasanitaria.es Why do I have to authorise certain tests? 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 &#8230; <a title=\"FAQ\" class=\"read-more\" href=\"https:\/\/nuevamutuasanitaria.es\/en\/faq\/\" aria-label=\"Read more about FAQ\">Read more<\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-1056","page","type-page","status-publish"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.3.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>FAQ | Nueva Mutua Sanitaria<\/title>\n<meta name=\"description\" content=\"Have a question? If you can&#039;t find your answer here, don&#039;t hesitate to get in contact\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/nuevamutuasanitaria.es\/preguntas-frecuentes\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"FAQ | Nueva Mutua Sanitaria\" \/>\n<meta property=\"og:description\" content=\"Have a question? 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