I’m an Adeslas customer

If you have already taken out your insurance policy, you can benefit from all the advantages of managing it online. Hence, you will only need to register in the Customer Area of the website. It is very easy - below we will show you step by step, together with the most frequent doubts. You will also find the response to certain doubts regarding the Adeslas healthcare provider list and all the procedures that you can perform in your Customer Area: request an authorisation, modify the personal details of your insurance policy, consult receipts and payments, request refunds, access video-consultation and tele-consultation services and other medical care virtual means or request an appointment online.

What procedures can I carry out in my customer area?

What procedures can I carry out in my customer area?

On accessing your private area you can carry out the following procedures:

  • Consult information relating to your insurance policy
  • Consult and modify your personal details
  • Consult and modify your bank details
  • Consult your complements
  • Manage the beneficiaries of your insurance policy
  • Request a duplicate card
  • Consult receipts and payments
  • Consult copayment receipts
  • Carry out authorisation requests
  • Make refund requests
  • Save and administer your favourite doctors
  • See your visits to the doctor
  • Access online medical advice service
  • Access medical coordination services in serious cases
  • Search for doctors and centres
  • Search for Adeslas dental clinics
  • Request appointments online for Medical Centres
  • Access promotions and exclusive discounts of the Adeslas Club
  • Identification through the digital card.
How to request an appointment online

After performing the search on our healthcare provider list and using the filters in the upper section, you can filter the results by centres with online appointments. Once you have selected the medical centre, you must click on “request an appointment” and continue with the appointment procedure.

How can I use the Digital card?
  • Access through your Customer Area or through the private area of the Adeslas Salud y Bienestar App.
  • If you access through the Customer Area of the segurcaixaadeslas.es website, you will find the card in the “Digital Card” side menu.
  • If you access through the Adeslas Salud y Bienestar App, click on “digital card” on your home page or within the menu in the “My procedures” section.
  • When you attend the medical appointment, show your card in your mobile telephone and scan the QR code that you will be shown in the medical centre or dental clinic.
  • If you have any doubts, in this video we will explain step by step how to use it.
How can I know what insurance policy I have taken out?

If you want to know which insurance policy you have taken out, you only have to access your Customer Area and, in the left-hand side menu, click on Your insurance > Summary. Next your policies will be displayed and, on the lower part of the screen, all documentation relating to the policy selected will appear in PDF format.

Aside from my health insurance policy, I have taken out other insurance policies. Where can I view them?

From the Customer Area of the website, you can consult all the health and dental insurance policies that you have taken out.

Can I contact a doctor by video-consultation or tele-consultation?

You can talk to your doctor virtually, by video-consultation or tele-consultationHere we explain it to you step by step so that you can request your appointment.

What are the conditions of the virtual, e-consultation or online consultation medical appointments?

Giving the ongoing changes in new information and communication technologies (ICTs), which enable new forms of social and professional interaction, e-consultation, from video conferences, remote assistance, telephone assistance or other means, are tools with an extraordinary value which, with an adequate and appropriate use in each case and situation, may serve to help patients.

Telemedicine provides greater accessibility to certain medical services, which the patient could not access in other circumstances. Hence, at Adeslas, we have implemented telemedicine services that extend the healthcare offering to you.

They have been increasingly used in procedures which, although they could be carried out face-to-face, are more convenient or efficient if performed virtually. For example, the consultation between primary care doctors and other specialists, the electronic prescription, the processing or monitoring of non-urgent ordinary processes (such as x-ray diagnosis or second opinion appointments) and chronic care patients.

The telematic means that we have provided to you currently significantly increase the possibility of access to healthcare assistance both by patients in the acute phase of their illness and in continued care medicine.

When you request this service, the doctor will consider the limits of such care at all times and will provide a face-to-face appointment in the event of any doubts

These services should not be used in the event of an emergency.

For further information, click here.

I want to modify my personal details

It is very easy. You only have to enter your Customer Area and, in the left-hand side menu, access Your insurance > Personal details.  In the central part, your policy selected by default will be displayed, and a bit lower down, a link entitled Modify data. Modify the editable boxes that you wish and click on Continue. Remember that to confirm the amendment of the data you must confirm the operation with the security code that we will send to you by the method chosen by you: SMS or e-mail.

How can I modify my bank details?

Access your Customer Area, and, in the left-hand menu, you will see Your insurance > Bank details. In the central part, your policy selected by default will be displayed. Click on Modify data to edit and save it. Remember that to confirm the amendment of the data you must confirm the operation with the security code that we will send to you by the method chosen by you: SMS or e-mail.

Can I request a duplicate card?

Yes you can! You only have to enter your Customer Area and, in the left-hand side menu, access Your insurance policies > Duplicate card. In the central part, your policy selected by default will be displayed, and a bit lower down, the card resend options. Remember that to confirm the sending of the card you must confirm the operation with the security code that we will send to you by the method chosen by you: SMS or e-mail. It’s that easy!

How can I manage the beneficiaries of my insurance policy?

Enter your Customer Area and, in the left-hand menu, access Your insurance policies >  Beneficiaries. On this page you can modify the details of the beneficiary selected or add a correct one. Remember that to confirm the processing of the management of beneficiaries you must use the security code that we will send to you by the method chosen by you: SMS or email.

Do I have emergency coverage abroad?

For greater information on emergency coverage abroad, you can contact our Customer Services Department on 900 50 50 40.

I need online medical advice. Do you have such a service?

Yes, you have an online medical advice service. To access it you only have to log in to your  Customer Area and access Medical Services > Medical advice. Select the option that your prefer to contact one of our doctors (telephone, video call or online form). You can plan an appointment or send your queries, as well as see your scheduled appointments or queries sent.

You also have the tele-consultation or video-consultation service available with the doctor that you choose and which has this option. We explain how here.

I am looking for an Adeslas Dental clinic. How can I find one?

We have over 185 dental clinics. Find yours at the following link.

How can I consult the state of my co-payments?

You can access your co-payments through your Customer Area. If you do not agree or do not recognise having received any treatment and the copayment received, contact us on 900 50 50 40.

Remember that if you have taken out your policy through the banking channel, you can consult the information on your co-payments through the CaixaNow App.

How can I consult the status of my receipts?

Access your Customer Area and in the left-hand menu select Receipts and payments > Receipts and payments.

How can I pay a receipt?

To pay a receipt by card, you can contact our customer services department on  900 50 50 40. If you wish to pay by another method, you must attend one of our offices.

Do I have any advantages of being an insured party of Adeslas?

Yes. Aside from the exclusive advantages and services in the management of your insurance policy, being an insured party of Adeslas provides you with access to exclusive promotions and offers through our Adeslas Club.

What is the Adeslas Club?

It is the club of Adeslas’s insured parties. You will enjoy interesting advantages and discounts at over 100 establishments in our country, only for presenting your Adeslas insured party card. Register in your private area and you can consult all the offers at your disposal.

How to find our customer services offices?

You can consult the customer services points here.

How can I register?

Why should I register in the Customer Services Area?

On registering in your  Customer Areayou will gain access to a personal space in which you can make numerous dealings relating to your health insurance policy. You will avoid unnecessary displacements and you will save time.

How can I register in my Customer Area?

Registering is very easy: you only have to click here and then follow the steps indicated on the screen. Remember that you should have your Adeslas card and your National ID Card at hand. You will only have to carry out this process once.

On registering, error messages appear. What should I do?

Revise the data that you are introducing. You must enter numeric characters but never the name of the policy. Check that no digits are missing, nor that hyphens, bars or asterisks are not included

Each insured party in the policy must register with their Tax ID Number and policy details, provided that they have a different personal email account.

If the problem persists, contact us on 900 50 50 40.

I have forgotten my password. How can I recover it?

Do not worry - click here to recover your password and follow the steps indicated on your screen. Remember that you should have your Adeslas card and your National ID Card at hand, since we will ask for your number.

My account has been blocked. How can I unblock it?

If you enter an incorrect username/password on various occasions, your account will be blocked and the following message will appear: “Your account has temporarily been blocked. You have exceeded the number of attempts. Try again later.”

You must wait an hour before trying to regain access.

I cannot register. What do I have to do?
  • If you only have a dental policy, select the type of insurance (Health) and type of card (Dental card).
  • If you have a health or health + dental policy, remember that you must select the first option: Health card. Do NOT register for each of them.
  • Do you have a document other than a National ID document? Remember to select the correct option; in the event of a Foreigner ID No., select Resident’s permit.
  • You must enter your National ID Card with eight digits (fill it in in front with a 0 —zero—, if necessary). Remember to include the letter.
  • The e-mail that you have entered cannot have been used by another registered user.
  • If none of the previous solutions have resolved the problem, you can contact us on 900 50 50 40.
I cannot access the portal and I have already registered. What do I have to do?

Remember to review your e-mail in-tray and access through the activation link of your account.

If the problem persists, contact us on 900 50 50 40.

I have requested the password reminder and it has not arrived. What can I do?

You may be entering a different e-mail to that which you used in your registration. Please check it. If it is correct, check your spam tray.

If the problem persists, contact us on 900 50 50 40.

Why can I not register my child (minor) if I’m the policyholder?

In the policies in which the only insured party is a minor (despite the fact that the policyholder is an adult), it is not possible to register them.

How can I access the healthcare provider list?

What is the healthcare provider list?

The healthcare provider list is a group of medical professionals and centres provided by Adeslas should you need to make use of your health insurance.

Do I need to be an insured party of Adeslas to use the healthcare provider list?

Yes, to be able to use our medical services and visit professionals under special conditions, you must have an Adeslas health insurance policy.

How do I know which healthcare provider list I have?

Knowing which is your healthcare provider list is very simple and you have two ways of accessing it:

How can I search through the healthcare provider list?

Looking for a professional or centre on your healthcare provider list is very easy - you only have to access the Healthcare Provider List of the Customer Area and complete the following steps:

  • Select the address close to where you want to go to the doctor
  • Select the type of policy that you have
  • Choose the type of healthcare provider list in which you wish to search (health, dental or complementary services)
  • Select the specialism/test or treatment
  • You can include the Name of the Centre (Optional) in your search
What must I do in the event of an emergency?

If you do not have time and need to be attended to immediately, press the EMERGENCY button that you will find in the upper part of the healthcare provider list.

Select the different options below:

  • Select the address close to where you want to go to the doctor
  • Select the type of policy that you have
  • Choose the type of healthcare provider list in which you wish to search (health, dental)
  • Select the specialism

The results will include the Emergency Departments that you can attend.

What must I do if I have a problem abroad?

Insured parties can call the telephone number that appears on their health card requesting help from the date of the incident (they may reverse the cost of the call).

24-hour care: +34 91 745 32 80

Authorisations

How can I receive authorisation?

Making an authorization request is very simple. Access the Authorizations section from your Client Area or from the Adeslas Salud y Bienestar app > My procedures > Authorizations.

Click on the Request an authorization button to start the process and in just 3 steps and with a photo you will be able to send your request in a simple way.

If you have any doubts, the following video will be of help to you.

I have requested an authorisation. How can I find out the status and response time?

The company's standard response time is 48 working hours. If you have not received any response after the deadline, you can contact us at 900 50 50 40

Refunds

How can I obtain a refund?

To receive a refund, access your Customer Area and go to the Refunds section. 

You can also request it through the Adeslas Salud y Bienestar app, by accessing My dealings > Refunds.

You only have to follow the steps that we will show to you on the screen and fill in the information requested by us.

Please click here if you have any doubts about how to request a refund.

How can I follow up a refund?

Once you have sent your refund request, you can follow it up in the Refund section of your Customer Area or through the Adeslas Salud y Bienestar app.

We will inform you of the reception of the requests made by you and you can follow up the handling processes in your request list.

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Legal information and data protection
Legal information: Remember that you may discontinue the contract without the need to indicate the motives and without incurring any penalties, during the first 30 calendar days following the date on which the Insurer provides you with the documentation corresponding to your policy.  

Basic data protection information: SegurCaixa Adeslas, S.A. de Seguros y Reaseguros, as data controller, will process your personal data to provide the insurance simulation and carry out the profiling required to calculate the amount of the premium. If the policy is not taken out, once ten working days have elapsed since the expiry date of this simulation, the data contained therein will be cancelled. Likewise, your contact data will be used to provide you with information regarding your request, and you may receive a telephone call to the telephone number provided and be sent said information to the email provided.  
The data provided will not be transferred to third parties, unless a legal obligation exists or to supply the service. You can consult further information on SegurCaixa Adeslas’s data protection policy and, especially, on how to exercise your rights of access, rectification, deletion and others, by visiting the following web page: https://www.segurcaixaadeslas.es/en/data-protection