Telemedicine and app consultations with your insurer

Key rules

• Inclusion: Telemedicine is common in private policies, but basic or low-cost products may offer it only as an add-on.
• Emergencies: For emergencies, call 112 or go to urgent care instead of using the app.
• Language: Spanish is always available, while English support depends on the insurer.
• Prescriptions: Remote doctors can issue private e-prescriptions, but controlled drugs need an in-person visit.

What you get

Most major insurers include some remote care in their standard policies, usually through their app. You can have a video, chat or phone consultation with a GP, a paediatrician and, at some insurers, other specialists. It suits quick advice, a rash you want looked at, or a question about a medicine.

Some basic or low-cost products offer it only as an add-on or with restrictions. Check your policy before you count on it.

How to use it

Download your insurer's app and register with your policy number. Pick video, chat or phone, choose the specialty, then join at once or book a slot. Many insurers also have a phone number for this service.

The steps are in the checklist below.

Language

Spanish is always available. Some insurers have English phone lines or part of the app in English. Others work mainly in Spanish, and their English phone support can be limited. Insurers that sell products aimed at foreign residents usually have English-speaking advisors. Regional languages such as Catalan often appear in apps.

Before you rely on English, ask your insurer which languages the app and the phone line support.

Prescriptions and tests

The doctor can issue a private electronic prescription, and many can request tests. The insurer then authorises them at its own labs and centres. Pharmacies accept private prescriptions that carry the doctor's valid identification. Private prescriptions do not always work smoothly with the public system, so some pharmacies may ask for a printed copy.

Controlled drugs and some treatments need an in-person assessment first.

Limits

A remote doctor cannot examine you. It is not for emergencies or serious sudden illness: for those, go to urgent care or call 112.

Other typical limits:

• A narrower list of specialties, often GP, paediatrics, gynaecology, psychology and dermatology.
• Set opening hours for some specialties.
• Restrictions on prescribing certain medicines.
• A cap on the number of sessions on some policies, especially psychology.

The doctor may send you to an in-person visit when needed. Specialties and hours vary by insurer, so check your policy's telemedicine terms.

Checklist

• Check that your policy includes telemedicine, as some basic or low-cost products offer it only as an add-on.

• Check which languages the app and the phone line support, and ask the insurer for English-speaking support if you need it.

• Choose video call, chat or phone consultation, then pick the specialty.

• Join straight away or book a slot, depending on what the app offers.

• Ask the doctor for any e-prescription, report or test request you need before the call ends.

• Take a printed copy of your private prescription to the pharmacy in case it asks for one.

Frequently asked questions

Can a telemedicine doctor send my prescription to a pharmacy?

Yes, telemedicine doctors with your insurer usually issue a private electronic prescription that pharmacies accept if it carries the doctor's valid identification.

Can I get blood tests or scans through a video consultation?

Yes, many telemedicine doctors can request tests for you. The insurer then authorises them at its own network labs and centres, so use those places rather than a private lab of your choice.

Is telemedicine available in English?

Spanish is always available, and English support depends on the insurer. Sanitas and DKV are generally the more international-friendly, with English phone lines and some English app content. Adeslas, Asisa and Mapfre mainly work in Spanish.

When should I skip telemedicine and go in person?

Skip telemedicine for emergencies or serious sudden illness, because a doctor cannot examine you on screen. Call 112 or go to urgent care instead.