FAQ

You will receive this about two weeks after taking out new insurance or modifying existing insurance. You can also access the policy via the mySympany customer portal.

The amount of your premium depends on many factors. We have put together some ways you can save money.

In some cases, you may be entitled to a premium reduction.

Young adults move to a different premium band with a lower discount when they turn 19 or 26. This is prescribed by the Federal Law on Sickness Insurance (KVG).

More on moving between age bands and tips on how to save on premiums >

With the cost overview, Sympany makes it easier for you to complete your tax return. You automatically receive this in the January of the following year.

Health insurance covers the costs of emergency treatment (illness or accident) during a temporary stay abroad. An emergency is defined as requiring medical treatment during a temporary stay abroad which cannot wait until your scheduled return journey and when a special return journey would be disproportionate. Your first port of call in the event of an emergency is our 24-hour emergency helpline. Our staff will provide information about the course of action you should take if you fall ill or suffer an accident abroad.

24-hour emergency helpline: for medical emergencies (illness or accident) abroad Cost assumption: make sure that Sympany can cover your treatment costs Details about which practice or hospital you can go to Support with transportation and return journeys required for medical reasons +41 41 480 44 22 (normal phone charges apply)

Travel within the EU/EFTA (not including your country of residence):

The scope of benefits will be in line with the laws of the country in which treatment is provided. The cost contribution will also correspond to that country’s regulations. In most cases, costs must be paid in person. The cost contribution granted in Switzerland will not apply. The cost contribution paid will also not count towards your excess or deductible in Switzerland. Outpatient treatment (in case of an emergency)Benefits are covered in accordance with the social tariff for the country in which you are staying. Please present the reverse side of your insurance card in the practice. Hospital treatment (in an emergency) If you need to make an emergency visit to the hospital, please call our emergency number in the first instance: +41 41 480 44 22 (normal phone charges apply) Benefits are insured in accordance with the social tariff for the general ward in the country where you are staying. Present the reverse side of your insurance card at the hospital. Useful information for border commuters: If you are planning a holiday to Switzerland and require emergency treatment, please use your Sympany insurance card or, if you have it with you, your travel health insurance policy for your country of residence.

Travel outside of the EU/EFTA:

A maximum of double the costs that would have been incurred in Switzerland will be reimbursed. It is worthwhile taking out special travel health insurance, especially if you are going to certain overseas destinations (such as the USA). This will protect you against any extremely high treatment costs you might incur. Outpatient treatment (in case of an emergency)You cover your cost contribution according to the country in which you receive treatment and also initially pay your own treatment costs. You can then send a reclaim receipt to Sympany at a later date. We will check the receipt before reimbursing you for the costs of your treatment. Hospital treatment (in an emergency) If you need to make an emergency visit to the hospital, please call our emergency number beforehand. You can find this number on your insurance card: +41 41 480 44 22 (normal phone charges apply)

Tip: Travel health insurance tourist Our tourist travel health insurance gives you peace of mind whenever you travel. Add extra protection and better benefits for emergencies, transport and rescue operations.  Find out more now > Useful information for border commuters:Only residents of Switzerland can take out supplementary insurance. To find the right supplementary insurance for your needs, get in touch with an advisor in your country of residence or with your cross-border commuter insurance provider.

 

Visit our accident insurance page for all the key information.

Basic insurance

When do I need to modify my insurance by?

• Switching models or choosing a lower excess: Notification by 30 November 2023, 17.00. The change takes effect as of 1 January 2024.
• Higher excess: Notification by 29 December 2023, 17.00. The change takes effect as of 1 January 2024.

How do I do this?

For details, please visit the page on switching insurance models or changing the excess.

Supplementary insurance

When do I need to modify my insurance by?

• Higher cover: can be done on the first day of the following month
• Lower cover: the change may be made as of 1 January of any given year. This involves cancelling the current, higher cover (ensuring any notice period is observed) and applying in turn for the new, lower amount.
  Notice period where there is a change of premium: special notice to be given by 30 November 2023, 17.00.
  Notice period where there is no change of premium: ordinary notice to be given by 29 September 2023, 17.00.
  Exception for multiple-year contracts: If the premium remains the same, it is only possible to apply for lower cover in the final year of the policy term. If the premium changes, it is also possible to apply for lower cover throughout the term.

How do I do this?

For more information, visit the switching insurance models page.

Important: The postmark date does NOT apply to cancellations. What counts is the date your notice of cancellation reaches the insurer.

You can simply choose your new family doctor or HMO centre using our search function and let us know directly online.

Please contact your preferred centre in advance to check whether it is currently accepting new patients.

euroline policyholders can see a doctor in both Switzerland and their country of residence. In the case of treatment in Switzerland, they are entitled to benefits associated with compulsory basic insurance.

More information for border commuters >

What's more, border commuters can also seek treatment from the eedoctors virtual family doctor practice – via video, and without an appointment or waiting, from 08.00 to 21.00 daily. Find out more about eedoctors >

• Go to Menu > Settings: click “Digital only in mySympany”
• Save changes

Please note: You need to make this change yourself. The Customer Service team cannot do it.

With the “digital only” correspondence method, you only have online access – in the mySympany customer portal – to all documents such as your policy, the premium invoice, payment reminders, etc.

• In the mySympany app or on the website: click “Forgotten password”
• Make sure you have not added a blank space after the policyholder number by accident

With the “digital only” correspondence method, you only have online access – in the mySympany customer portal – to all documents such as your policy, the first premium invoice, etc.

Log into my.sympany.ch or the mySympany app to access your first documents. You will receive a letter containing your password.

• Premium invoices are sent at the end of the month in each case and are to be paid in advance.
• Exception: you will receive your January premium invoice in mid-December.

Tip: You can pay your invoices conveniently and on time with eBill, LSV direct debit or CH-DD (Swiss Direct Debit).

More about invoices >

You will normally receive your insurance card about six weeks after taking out insurance – and can access it, in digital form, any time you wish in mySympany.