FAQ
You ask questions, we answer
Here are the answers to the most common questions received by our Customer Service team on the following issues:
Questions about premiums, policies and documents
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.
No, it isn’t a fake. Sympany has had a new look since July 2022. Have you received documents that look different from one another? You may well have done. Some documents can only be changed later. You might receive documents with the new look and the previous one over the next few weeks. Both are valid.
Questions about products and services
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 >
Questions about mySympany (customer portal and app)
- 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
Where can I find ...
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).
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.