Frequently Asked Questions

You can change your address by logging into your customer account or using MySwisscare app on iOS or Android.

If you are in need of medical treatment, it is important that the treatment is undertaken by a doctor whose certification is officially recognized in the country you receive your treatment. Depending on the insurance coverage you have chosen, certain exclusions may be applicable. We recommend consulting the General Insurance Conditions. If something remains unclear, we suggest asking questions concerning reimbursement and claims directly to the concerned claims service. Outpatient treatments (meaning you don’t have an overnight stay in a medical facility) generally have to be paid in advance. Then you can proceed to submit your claim to the claims service via email, via your customer account or through the iOS / Android app.

In the case of hospital admission for inpatient treatment (meaning an overnight stay), you can present your digital insurance card saved on your MySwisscare account or on the iOS or Android app. If the inpatient facility requires further information, you can simply click or tap share - and enter the email address given by the hospital. They will then receive the complete insurance policy with all the details. Most of the time, inpatient treatments will be billed directly to the concerned insurer, however, they may request a security deposit.

Dentists are usually not covered unless there is an accident. Should a plan provide coverage for dental treatments this will be stated in the General Insurance Conditions (GIC’s and the benefits list).



The insurance deductible is a fixed sum that is at the expense of the insured in the case of a claim covered by the chosen insurance policy. The General Insurance Conditions define the amount and the scope of application.

The deductible can be calculated per contractual year, per calendar year, for a specific duration, for a specific treatment or for a specific insurance cover. Not all insurance products are subject to a deductible.

The insurance deductible is also stated on the insurance policy.


Please note that coverage is only provided for the benefits stated in the General Insurance Conditions. Sometimes exclusions are also applicable and they vary depending on the insurance product. It is recommended to verify the coverage of the chosen product in advance. In the case of outpatient treatment (no overnight stay at a medical facility), the insured always has to pay for the medical treatments (doctor’s, pharmacy, specialists, hospital outpatient treatments) in advance. 

To ensure you are refunded quickly, we recommend following the claim procedure via your customer account or by using the MySwissare iOS or Android App.

  1. Log into your MySwisscare Account
  2. Select the concerned insurance policy and complete the online fields
  3. Take a picture and/or upload the .pdf or .jpg file of your detailed invoice
  4. Take a picture and/or upload the proof of payment (bank receipt or cash payment receipt from the pharmacy, doctor, specialist, hospital...)
  5. Write a short statement concerning the medical issue and the administered treatment
  6. Send / Submit

How long does it take for a refund to be issued?

Once the concerned claims service has received all required documentation the insurer will initiate the refund procedure. In most instances, a refund is issued within 30 days of submission of the complete documentation. During peak seasons (for example December) it is possible that a refund would take longer. If within 45 days you have not been reimbursed by the insurer, we recommend that you contact them directly via email or our contact form.


You can cancel your insurance before the start date of coverage. Termination with a refund is only possible in the following circumstances:

The entry has not taken place (e.g., by a letter of refusal from the competent authority in Switzerland, medical certificate, or rejection of visa)

To be eligible for a full refund, the cancellation request must be received before the start date mentioned on the insurance policy. 

Cancellation requests received by Swisscare after the effective date will be subject to the following conditions:

  • A cancellation fee of CHF 50 will be charged. 
  • No claims have been submitted.

Once the insurance coverage begins, it is no longer possible to cancel and obtain a refund without an official visa refusal.

Refunding of the insurance premium will be done by Swisscare using the same payment method as originally used for the purchase. The possible fees for bank transfers or credit card payments are at the sole expense of the insured. No cheques are issued by Swisscare.




The coronavirus broke out in China at the end of 2019. In other countries, people are now infected with the coronavirus. The virus is spread from person to person, but also via the air.

Are you traveling in the area where the coronavirus occurs, or are you traveling here soon? Then you may have questions about your insurance coverage. In this message, we have listed the most frequently asked questions about coverage.

We advise you to always follow the instructions of local authorities. We also recommend you to keep an eye on the website of the World Health Organization (WHO):

Do you feel sick?

If you have flu symptoms, you should call a doctor as soon as possible. If the doctor has determined that you are infected with the coronavirus, contact the Alarm Service. They can be reached on telephone number +41 44 655 12 59.

Coverage with negative travel advice

If you go to your travel destination when negative travel advice is valid for your travel destination, then you are not insured for claims related to the coronavirus.

Were you already at your travel destination when the negative travel advice was issued, and are you getting sick?

Then you have coverage until you can leave the area. The costs for repatriation to your home country are not insured. If you can leave the area, but you decide to stay, the coverage will expire. The same also applies if negative travel advice is given for another location in the future.

Travel Insurance for tourism and business

If you have Travel Insurance for tourism and business, the costs for repatriation to your home country are insured.

I'm sick and being treated. The coronavirus is declared an epidemic/pandemic at my destination while I am ill and being treated. Am I insured?

You are then still covered for medical expenses.

I am in an infected area, but I have not infected myself. I do have to be in quarantine. Is this covered?

No, this is not covered.

Can I still cancel my insurance or go home earlier if there is negative travel advice?

You will not receive a premium refund if you go home earlier or decide to cancel the insurance after the starting date of the period of coverage stated on the insurance policy. You can cancel the insurance if the insurance has not yet started (starting date of the period of coverage stated on the insurance policy).

You will then receive a refund of the premium you have paid.

Can I have myself tested preventively for coronavirus?

There is no cover for preventive testing for the coronavirus.

What to do in case of an emergency or claim?

In case of an emergency, you must contact the Alarm Service. By emergencies, we mean, e.g., repatriation, accidents, (outpatient) clinical treatment in a hospital, hospitalization, and at the start of your return on medical indication. You then do exactly what the Alarm Service requires from you.

The alarm service is available for you 24/7. We offer advice concerning the steps to be taken and organize the necessary support.

How can you declare your claims?

The claims department is for reporting damage, for example, damage to your luggage and costs for visiting a doctor when you are ill.

You can report claims in your account online at or use the MySwisscare app. Always report damage as soon as possible.

The claims department is available from Monday to Friday during office hours. We advise you on how to report a claim and which details need to be handed over.

Advanced payment of all expenses

All expenses for claims must be paid in advance by you before we will proceed to the reimbursement, except for:

  • ​Admission to a hospital for inpatient treatments
  • Search and rescue 

In both cases, you must immediately provide the alarm service with the complete contact information of the hospital or authorities in order to establish a guarantee of payment.



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