mySympany – frequently asked questions

Aside from giving customers an overview of all their insurance information, the Sympany app and customer portal also boast a range of useful features such as submitting receipts and changing personal data and payment details.

More information

Overview (alphabetical)

Data security / data protection

Technical requirements and registration

What kind of technical requirements need to be in place for me to be able to use mySympany?

App

mySympany can be installed on smartphones and tablets which use the following operating systems:

  • iOS version 11.3 or later
  • Android version 4.4 or later


Website

mySympany is supported by the following browsers:

  • Internet Explorer version 11.0 or later
  • Firefox version 45.0 or later
  • Chrome version 51.0 or later
  • Safari version 9.0 or later
  • Edge version 13.0 or later

Where can I find mySympany?

App
mySympany is available to download from the App Store and Google Play.

Website
mySympany can be opened directly in your browser: my.sympany.ch.

Where can I find the customer portal?

You do not need to install the customer portal – it can be opened directly in your browser. You can find a link to the customer portal on the menu bar of the Sympany website or simply click here: my.sympany.ch.

How can I register for mySympany?

You can register directly in the app or at my.sympany.ch. Click on “Register” and fill in the form:

  • Customer number (you can find this on your insurance card or policy)
  • First name and surname
  • Date of birth
  • E-mail address
  • Mobile number

 

Confirm that you have read the general terms and conditions and click “Register”. Sympany checks your details and sends you your initial password by post. When you log into mySympany for the first time, you will be prompted to choose your own password. The new password will be valid for the app and for accessing the website.

Do I need to give my e-mail address and mobile number to be able to use mySympany?

Yes, both of these details are required. We will send your registration confirmation to your e-mail address. If you ever forget your password, a security code will be sent to your mobile number via text message.

Will a foreign mobile number also work?

A foreign mobile number will also work for the registration. Please include the country code with the number. New security codes or notifications will also be sent to foreign numbers.

Touch/Face ID

I have installed the latest version of the app and my device fulfils the minimum requirements of the operating system. Why am I not asked when I log in if I would like to use Touch/Face ID for future logins?

In order for you to log into mySympany using biometric data (fingerprint, facial recognition), you need to set up the Touch/Face ID function on your device under “Settings”.

  • iOS: Settings > Touch/Face ID & Code
  • Android: Settings > Security > Fingerprints

How can I activate or deactivate login using biometric data in mySympany?

  • iOS: Settings > mySympany > Activate/deactivate settings
  • Android: Settings > Apps & Notifications > mySympany > Additional settings in the app > Activate/deactivate login with fingerprint

Why is it not possible to log in via Face ID on Android?

This function is unavailable for security reasons. The cameras on Android devices are not usually equipped with infrared sensors. It would therefore be theoretically possible to log in to mySympany with a photo of the user.

Login and use

Is mySympany available in other languages and, if so, how can I change the language?

mySympany is available in German, French, Italian and English. You can set the language manually in mySympany.

What should I do if I forget my password?

If you forget your password, please follow these steps:

  • Click on “Forgotten password” on the mySympany Login page.
  • Enter your customer number and click on “Request password”.
  • Enter the security code you received via text message and click on “Continue”.
  • Enter a new password and re-enter it to confirm.

Can I also use mySympany abroad?

Yes, you can also use mySympany abroad. Please note: If using these services on a mobile phone, roaming charges may apply.

How can I set my preferences for notifications about new documents?

You can enable push notifications, text messages or e-mails 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 “Settings” from the menu and change your text message or e-mail preferences.

You can activate or deactivate push notifications in your smartphone’s settings:

  • iOS: Settings > mySympany > Notifications
  • Android: Settings > Notifications > App notifications > mySympany

Can I change my personal data?

Yes, you can change your personal data such as your name, address, date of birth, gender and correspondence language. Please note that certain changes (e.g. address) can only be made by the head of the family. 

In order to change your details, select “Personal data” from the “Services” menu. Click on the pen symbol next to the name of the person whose details you wish to edit, enter the new details and click on “Save changes”.

Photographing, uploading and sending receipts

Can I also use the “Submit receipt” function to submit documents about other matters such as a change of address or quote?

Please only use the “Submit receipt” function for claim receipts. When you send us quotes, we cannot guarantee that they will be processed on time. You can change your personal data in mySympany at any time; see Can I change my personal data?

How will Sympany let me know if an receipt cannot be processed?

You will receive a message in your inbox 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 text message, e-mail or push notification (smartphone) that you have received a message like this.

What happens after I upload my receipt?

Sympany checks the quality of the receipt you have submitted. If the quality is sufficiently clear, the receipt is processed further and will appear in your message inbox within a few days. If the quality is not sufficiently clear, you will receive a message from Sympany asking you to submit the receipt again.

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 4G (fees may apply).

Can I submit more than one receipt at once?

You can submit more than one receipt at once in mySympany.

I am unable to scan a receipt. What should I do?

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.

Why are scanned receipts not in colour?

Black and white images are better suited to Sympany’s automatic receipt processing than colour ones.

Why is it no longer possible to photograph receipts with the standard camera in the app?

In mySympany 3.1.0 and subsequent versions, receipts are digitised to a high standard using the scan function. Sympany can process these documents internally by automatic means and send the benefit statement to you as quickly as possible.

What file format can I submit my receipts in?

App:

You can enter your receipts directly with the integrated scan function and submit them to Sympany. If you cannot capture a receipt using the scan function, you can also upload it via your device’s file storage. To do so, you need to digitise your receipt before logging into mySympany.

Website

You can upload receipts in JPG or PDF format:

  • When submitting JPG files, you can upload multiple files per receipt, e.g. four image files for one four-page invoice.
  • Receipts submitted as PDFs with multiple pages must be combined into one file. PDF files are non-editable and additional pages cannot be added when uploading.

 

I have uploaded/photographed a receipt with multiple pages in the wrong order or with duplicate pages. What should I do?

You can only edit the page order in JPG files. This also applies if you want to add or delete individual pages.

To rearrange the page order, click on the page you want to move and drag it to the correct place in the document. To delete a page, select it and then click on the “Delete” symbol.

PDF files cannot be edited or sorted.

Data security / data protection

Where are scanned receipts stored?

Receipts submitted using the scan function are only stored at Sympany. 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.

Does mySympany transfer data without my permission?

No. mySympany only transfers data with your permission, e.g. if you change your personal details and click on “Save changes”.

Are there security risks when using the app?

Using mySympany generally poses no specific security risks. The data transferred between yourself and Sympany is encrypted and no customer data is stored on your device. You will automatically be logged out of mySympany after long periods of inactivity.

Which phone data does mySympany has access to?

mySympany uses the messaging, camera and file-storage functions of the smartphone or tablet. Access to these functions can be deactivated at a later date.

Do family members have joint accounts?

As with all correspondence, the head of the family has access to mySympany. This means that family members who are insured with Sympany have joint access with the same customer number.

Can third parties access my patient data?

Sympany also complies with the relevant data security and protection regulations with regard to mySympany. Your patient data is only available for processing by authorised individuals.

General Terms and Conditions Sympany Customer Portals (PDF)

Problems, error and maintenance messages

I have received a message saying that mySympany is not available at the moment. What can I do?

During general maintenance to our systems, you may be temporarily unable to access mySympany. If possible, we will let you know how long the disruption will last. Once the maintenance has been completed, you can log in again as usual.

I am experiencing problems with using mySympany. Who can I contact?

If you are having trouble registering or using mySympany, please contact our customer services team on +41 58 262 42 00 or fill out the contact form.

I cannot open the PDF in the inbox. Why is that?

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.

Contact us

+41 58 262 42 00

or use the contact form