Complaints and claims

Published on: 23/02/2016

Claims management

Workers or legal representatives can send their claims or complaints to Mutua Universal via the following channels:

· The official complaint forms or specific to Mutua Universal available in the centres.

· Via the Directorate General of Ordainment of the Social Security Institute, so much directly as via its online office.


Online office of the Directorate General of Social Security Organisation

The Ministry of Employment and Social Security, via the Directorate General of Social Security Organisation, has an online claims and complaints office, open to the public, for channelling and and collecting workers' complaints, with the aim of improving the management of mutual societies.

The Ministry centralises the claims it receives and sends them to the corresponding mutual society so that this entity can provide a response that, subsequently, the Ministry communicates to the citizen so that they know the final result.

It has also launched a mutual societies helpline via which users can make consultations in this regard.

Information helpline: 902 112 651

Winter timetable:
Monday to Thursday 8.30 am to 2.30 pm and 4 pm to 6.30 pm.
Friday 8.30 am to 2.30 pm.

Summer timetable:
8.00 am to 3.00 pm