mySympany – frequently asked questions
mySympany gives you a complete overview of your health insurance. You can view your insurance policies taken out and the status of your co-payment, submit receipts, make changes to your details and cover, download documents and send messages. And all this is securely encrypted. As an app or in a browser.
Registration & login
Download the mySympany app or open the URL my.sympany.ch in your browser.
Who can register?
All insured persons who have reached the age of majority can register in mySympany.
- The main policyholder administers the main profile with full functionality. He manages the insurance policies of all persons on a family policy.
- Adult co-insured family members receive limited access to the family account. They can only manage their own insurance and view their own information.
Registration:
- New customers are automatically registered by us and receive a password by post.
- Customers without a valid password: Click on “Register” and enter your details. You can find your customer number on the registration confirmation you received by email or on your insurance card. Sympany checks your details and sends you your initial password by post (for security reasons).
When you log into mySympany for the first time, you will be prompted to choose your own password. The new password applies both to the app and to access via the website.
mySympany app
mySympany can be installed on smartphones and tablets which use the following operating systems and browsers:
- iOS
- iPad OS
- Android
For security reasons and to ensure the functionality of mySympany, we recommend that you always keep the operating system of your device up to date and install all software updates from the manufacturer.
mySympany via browser
mySympany is supported by the following browsers:
- Chrome
- Safari
- Edge
For security reasons and to ensure the functionality of mySympany, we recommend that you always keep your browser up to date and install all software updates from the manufacturer. The use of mySympany may be limited on browsers other than those mentioned above.
Entering the customer number and password can be replaced by biometric data. Please refer to the manufacturer's instructions to find out whether your device supports login with biometric data.
Activate:
- Biometric data is already set up on your device: When you log in, you will be asked whether you would like to use biometric data to log in.
- Biometric data is not yet set up on your device:
- iOS: Einstellungen > Touch/Face ID & Code
- Android: Einstellungen > Sicherheit > Fingerabdruck
Deactivate:
If you no longer wish to log in with biometric data, you can change this in the mySympany app settings:
- iOS: Settings > mySympany > Activate/deactivate settings
- Android: Settings > Apps & Notifications > mySympany > Additional settings in the app > Activate/deactivate login with fingerprint
In the app settings, you can also reactivate login with biometric data after deactivation.
To delete your mySympany user account, please contact us using the contact form. It is not sufficient to simply delete the mySympany app.
We will delete the following along with your mySympany user account:
- your access to mySympany;
- your notification settings;
- your device tokens (for sending push notifications).
All other data (e.g. master data, contractual data, etc.) are not stored in mySympany and will remain stored in our systems for the purposes of fulfilling the contract. More information on data protection >
Usage & functions
You can submit invoices or reclaim receipts using the «Upload» (app) or«Upload receipt» (browser) button. Receipts can be uploaded or scanned (photographed) with the app. Sympany recommends the scan function of the mySympany app. This allows photos to be scanned in such a way that Sympany can best process them.
Please always submit invoices in full with all pages including a payment slip as one receipt. If any pages are missing, we unfortunately cannot process your invoice.
Scan function (app):
You can simply photograph any invoices which you receive by post with the mySympany app. If it consists of several pages, after page one, you can tap “Add page” until you have photographed the last page of this invoice.
Uploading files:
You can upload receipts as PDF or JPG files, both in the app and in your browser. A receipt must always include all pages of the invoice including the payment slip:
- When submitting JPG files, you can upload multiple files per receipt, e.g. four image files for one four-page invoice. After every JPG file, you can tap the plus sign until you have added the last page of this invoice.
- In case of the PDF format, you have to collate all pages of the invoice in a single file and upload them as one receipt. PDF files are non-editable and additional pages cannot be added when uploading.
This is what happens after submission:
The most recent receipts submitted via mySympany are displayed under Upload > View uploads (app) or Upload receipt (browser). Sympany checks the quality of the receipt you have submitted. If the quality is sufficiently clear, the receipt is processed further and will appear under “Claims” within a few days.
If the quality is not sufficiently clear, you will receive a message at the “Documents” section explaining the reason for rejection and a preview image of the first page of the receipt you submitted. If you have notifications enabled, you will be notified by e-mail or push notification (only with the mySympany app) that you have received a message like this.
As soon as Sympany processes a submitted receipt, it is displayed under “Receipts”. Click on “Details” to see all the information about this document, e.g. the treatment period, the invoice amount, your co-payment and – for receipts that have already been billed – the associated benefit statement.
You can access your documents via the home page or via the menu. To find a specific document, you can filter by document type (e.g. “Tax statement” for the cost overview for the tax return).
Important: In the restricted user profile, only documents that relate exclusively to the registered person can be viewed. Documents that relate to multiple or other persons on the family policy can only be viewed in the main profile.
You can enable e-mails or (in the mySympany app) push notifications to let you know when a new message or document (invoices, benefit statements, policies etc.) has been received.
In order to enable, change or unsubscribe from notifications, select My profile > Communication.
E-mail: You can change the email address saved in your account under My profile > Personal data.
Push: Activating push notifications applies to all devices on which you use the mySympany app. If you do not receive push notifications despite activating them in mySympany or if you no longer wish to receive push notifications on just one device, please check your operating system settings:
- iOS: Settings > mySympany > Notifications
- Android: Settings can vary by phone. For example:
Settings > Apps > mySympany > Notifications
OR
Settings > Notifications > All apps > mySympany
You can make most of the changes that affect you or your insurance company yourself in mySympany. The options are easy to find from the home page:
- Contact details (address, phone number, email address): My profile > Personal data
- Payment details (credit notes, debits): My profile > Payment settings
- Insurance (basic insurance model, deductible, accident cover, medical practics): Home > “Insurance” button
The main policyholder can make all changes for all persons on the policy. The other persons of legal age can amend their personal contact details and their insurance.
Certain changes (e.g. to the address or payment details) can only be made by the main policyholder, as they affect all persons on a policy.
For every written contact, Sympany recommends sending an (encrypted) message via mySympany zu schicken – emails are not secure in terms of data protection. You can access the messages directly from the mySympany overview.
Thanks to mySympany, you won’t miss any outstanding invoices. The home page shows you directly whether there are any outstanding invoices. By clicking on the button or via the “Invoices” menu item, you can access an overview of all open and paid invoices.
If you have activated eBill, you may see your invoices in mySympany a few days before they appear in your online banking for approval.
If you have basic insurance with Sympany, you can access the «Doctor’s visit required?» button on the home page to view your initial contact. This initial contact is mandatory for alternative insurance models (premium savings models).
Find out everything you need to know about alternative insurance models here ›
Click on “Details” for your model to read the most frequently asked questions and answers on how to proceed correctly when visiting a doctor.
With basic insurance, you must contribute to the costs of medical benefits. On the home page in mySympany, you can see straight away how much of your deductible and retention fee you have already paid.
Your co-payment is also itemised for each receipt.
Data security and data protection
Sympany recommends mySympany every time you contact us. mySympany not only offers useful functions for managing your insurance, but also an encrypted communication channel – unlike e-mail.
Why are emails insecure?
E-mails are not encrypted and can be intercepted and read during transmission. Since contact with Sympany often involves very sensitive health data, you should choose a secure channel.
Receipts submitted using the scan function are stored by Sympany and our partner for document processing. Receipts that you digitise with the standard camera or your own scanning app may also be stored on your device and/or in the cloud.
Sympany also complies with the relevant data security and protection regulations with regard to mySympany.
mySympany uses the messaging, camera and file storage functions of the smartphone or tablet. Access to these functions can be deactivated in the settings of your device, but this may restrict the functions of mySympany.
Multi-factor authentication
A multi-factor authentication process better protects your data from theft. It means you can only access mySympany by combining two factors, for example your password plus biometric data, or your password plus a PIN.
If a hacker steals your password, they won’t get very far as they don’t have access to the second factor.
You can find the function in the mySympany app menu under My profile > Password. To deactivate, click on the delete button.
Important: Once deactivated, multi-factor authentication cannot be reactivated. The function will be replaced by a more modern, more secure solution.
Multi-factor authentication can only be set up on one device.
You can log in on any device via a browser or the mySympany app. But: each login has to be approved on the device you have set up for multi-factor authentication. If you can't access it, you can't log in.
If you already use the login with biometric data (e.g. fingerprint) and also activate multi-factor authentication, your biometric data will be requested twice.
The first time, the request is only made locally on your device. It replaces the manual entry of your password (1st factor). mySympany does not know whether you enter your password manually or log in with biometric data.
The second time involves a request from mySympany to your device for multi-factor authentication. With your biometric data, mySympany receives confirmation from your device that you have authenticated yourself (2nd factor).
Although the biometric data is the same on both occasions (e.g. your fingerprint), this is important to mySympany as two factors: The first time you send your password to mySympany, the second time you confirm to mySympany that you really are you.
Please do not authorise login attempts that you are not aware of.
Does another person (e.g. a family member) know your mySympany password? If so, ask them if they have tried to log in.
If in doubt, or in the event your login details have clearly been misused, the best thing to do is to log into mySympany yourself as quickly as possible and change your password (under My profile > Password).
Problems and error/maintenance messages
If you forget your password, please follow these steps:
- Click on “Log in” on the mySympany Login page, then on “Forgotten password”.
- Enter your customer number and click on “Request link”.
- An email will be sent to your registered email address. Click on the link in the email to reset your password.
When you click on a PDF to open it, first of all it downloads onto your device and a PDF reader then opens the file in a separate program. If this does not happen, it may be because you do not have a PDF reader installed on your device. You can get a PDF reader, for example the free Adobe Acrobat Reader, on the Internet, in the App Store or on Google Play.
Note: Apple devices do not require a separate PDF reader.
It is taking a very long time to upload an receipt or the process stops before completion
The time it takes to transfer an receipt depends on the number of pages, the size of the picture and the speed of your Internet connection.
If you are using a smartphone, we recommend submitting documents via Wi-Fi or (at least) 4G.
I am unable to scan a receipt
Increase the contrast between the document and the background, e.g. by placing the receipt on a dark table. If there is inadequate lighting, turn on the camera flash at the top right of the app screen. Hold your device still and centred on the document.
If you are unable to scan a receipt, you can also upload it from the file repository on your device. To do this, you will need to digitise the receipt before logging in to mySympany.
Both the lock screen function and biometrics (if supported by your device) have to be activated for multi-factor authentication to work. If you deactivate one of these functions, multi-factor authentication will no longer work. Here’s what you can do:
- If you have deactivated biometrics: please reactivate it and log into mySympany again. You should now be able to log in again.
- If you have deactivated the lock screen function: please contact our customer service team to disable multi-factor authentication. You will then be able to log in again. Important: Once deactivated, multi-factor authentication cannot be reactivated. The function will be replaced by a more modern, more secure solution.
With multi-factor authentication activated
If you have set up multi-factor authentication on the lost device, you will no longer be able to log in without this device. In this case, please contact our customer service. Our employees can deactivate multi-factor authentication so that you can log in again with your customer number and password.
Important: Once deactivated, multi-factor authentication cannot be reactivated. The function will be replaced by a more modern, more secure solution.
Without two-factor authentication
It is important to change your mySympany password if you have lost your smartphone.
Sympany recommends that you activate two-factor authentication in any case – whether you find your lost device or buy a new one. Two-factor authentication makes it almost impossible for third parties to gain access to mySympany. Only confirm access requests that you are aware of.
If you are having trouble registering or using mySympany, please contact our customer service.