Sanitas Support in English

When you call +34 912 878 700, an automated system greets you with language options. You'll typically hear "Press 1 for English" or "Press 2 for Spanish." Press 1 immediately. If there's no clear English option, simply say "English" loudly after the tone and the system will route you to an English-speaking agent. If this doesn't work, press any number to reach a human operator who can transfer you.

Average wait time is under 10 minutes when calling outside peak hours. During peak demand (9 AM – 2 PM Spain time, weekdays), you may wait 10-15 minutes. The earliest and latest hours of the day have the shortest queues—typically 3-5 minutes. If you call and hear a wait estimate that's too long, hang up and try again in 30 minutes. Alternatively, request a callback and an agent will call you at your preferred time.

At minimum, have your Sanitas ID number ready—this is the 8-10 digit code on your health card. For appointment or billing questions, add the relevant date (appointment date, invoice date, or when the issue started). For urgent medical concerns, be prepared to describe your symptoms or situation clearly. The more specific you are upfront, the faster we can help.

Absolutely. On the phone menu, select the "Callback" option (usually press 3). In the Mi Sanitas app, request callback through the chat menu. Via email, mention you'd prefer a callback and suggest 2-3 time slots. An English-speaking agent will call you back within 1-2 hours at your preferred time. This is perfect if you're busy or in a time zone where live calls are inconvenient.

Yes. English support operates identically 24/7 including weekends, Spanish public holidays (Christmas, New Year, Easter, etc.), and bank holidays. However, general Sanitas offices may be closed on holidays, so some non-urgent tasks like processing policy changes might have a 1-day delay. For health emergencies, support is always available regardless of the date.

Yes. If you're on phone and prefer to follow up in writing, ask the agent to email you a summary. If you started via email and need immediate resolution, call the support line and reference your email ticket number. All contact channels share the same customer database, so switching won't lose your history. Always ask for your ticket or reference number when switching channels.

English support never has "business hours"—it's 24/7. There is no voicemail or "closed" message. Calls at 3 AM are handled the same way as calls at 3 PM. If you reach an English-speaking agent immediately, great. If you hear a wait queue, you're in line for the next available agent. On holidays or very quiet nights (2-5 AM), connections may be faster.

No. All Sanitas English support is walk-in (phone-in, app-in, etc.). There are no scheduled appointments needed. You can contact support at any time without pre-booking. This is one of the key advantages of the service—if you have a question at 11 PM on a Saturday, you can reach someone immediately instead of waiting until Monday.

You can request escalation to a supervisor during the call or via any channel. You can also file a formal complaint with Sanitas (support will guide you), or escalate to Spain's insurance regulator, the DGSFP (Dirección General de Seguros y Fondos de Pensiones). English support documents all escalations and ensures your complaint is tracked through to resolution.

English support handles 99% of customer issues. The rare exception is very specialized medical inquiries requiring a physician's direct opinion—in those cases, support will connect you to Sanitas' medical advisors. Support also cannot make medical treatment decisions on behalf of doctors, but we can explain your coverage and arrange pre-authorizations for procedures.

At the end of your call or chat, you'll be asked to rate your experience (1-5 stars). Feedback goes directly to the support team supervisor. You can also email feedback to english.support@sanitas.es with your ticket number. Consistently positive feedback is reflected in agent evaluations and bonuses, while complaints trigger immediate review and corrective action.