International essential medical insurance

Frequently Asked Questions

• How can I change my address?

  Update your address by logging into your customer account or through the MySwisscare app, available on iOS and Android.

• Hospital treatments, general practitioners or dentists, what is covered?

  If you need medical treatment:

  1. Ensure treatment is by a doctor with recognized certification in the treatment country.

  2. Depending on your chosen insurance, exclusions might apply. Consult the General Insurance Conditions for clarity. If uncertain, ask the claims service about reimbursements.

  3. For outpatient treatments (no overnight hospital stay):

     • Typically, pay upfront.
     • Submit claims via email, your customer account, or the MySwisscare app (iOS/Android).

  4. For inpatient treatments (overnight hospital stay):

     • Present the digital insurance card from your MySwisscare account or app.
     • If the hospital needs more info, share directly from the app by entering the hospital's email. They'll receive the full policy details.
     • Often, the hospital will bill the insurer directly, though they might ask for a security deposit.

  Dental coverage:

  • Generally, dentistry is only covered in accidents.
  • If a plan includes dental treatments, it'll be mentioned in the General Insurance Conditions and the benefits list.
• What is a deductible / excess?

  The insurance deductible/excess 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/excess 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/excess is also stated on the insurance policy.

• How do I claim my medical expenses?

  Important:

   

  • Coverage only includes benefits listed in the General Insurance Conditions.
  • Exclusions might apply and can vary by insurance product. It's advisable to review your product's coverage in detail beforehand.

  
  Outpatient Treatment:

   

  • For outpatient treatments (no overnight stay in a medical facility), the insured must pay all medical bills upfront (this includes doctors, pharmacies, specialists, and hospital outpatient services).

  
  Claim Procedure for Quick Refund:

   

  1. Use your customer account or the MySwisscare app (please use the last version of iOS and Android) to initiate a claim.
  2. Log into your MySwisscare Account.
  3. Choose the relevant insurance policy and fill out the online fields.
  4. Capture or upload a detailed invoice as a PDF or JPG.
  5. Attach proof of payment (bank receipt or cash payment receipt from providers).
  6. Provide a brief statement about the medical issue and treatment received.
  7. Click 'Send' or 'Submit'.

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

   

  After the claims service receives all necessary documents, the insurer starts the refund process. Typically, refunds are issued within 30 days of receiving complete documentation. However, during busy periods like December, processing might take longer. If you haven't received a refund within 45 days, it's advisable to reach out to the insurer directly through email or our contact form.

• How long does it take until I receive my insurance policy?

  Instantly if you pay by credit card
  
  After the initial payment by credit card you can log into your MySwisscare account and download the insurance policy immediately.

  
  Payment by bank transfer: it may take up to two weeks 
  
  Payments coming from the EU/EEA or Switzerland usually only take around 2-3 bank office days until we receive them, and then shortly after it is credited to our account the payment will be visible in your personal MySwisscare Account. You will receive an email confirming reception.
  
  Payments made from outside of the EU/EEA or Switzerland can take up to two weeks until they are credited to our account. As soon as we have received them, you will receive an email confirming reception.

  
  You can pay by credit card at any time to receive your insurance policy instantly. 
  
  Just log into your MySwisscare account and under the tab "finance" you can choose to pay your insurance premium by credit card. After a few seconds, you will be able to download your insurance policy.

• How do I cancel my insurance?

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

  
  Cancellation accepted with a full refund
  
  If the embassy or consulate refuses your visa, you can request the cancellation of your insurance by sending the official refusal letter of the embassy to us. Once your request has been verified, we will refund you by the same method initially used for the payment.
  
  Cancellation after the start date, no refund possible
  
  If the insurance coverage begins, then it is no longer possible to cancel and obtain a refund without an official visa refusal. In this case, the entire insurance premium is due and must be paid.

• What to do in case of an emergency or claim?

  What to do in case of an emergency or claim?
  In case of an emergency, you 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 costs?
  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 a damage in your personal account online at www.swisscare.com 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 in a hospital for inpatient treatments

  • search and rescue

  For these two cases, you have to provide the alarm service with the complete contact details of the hospital or authorities immediately in order to establish a guarantee of payment.

   

  Pending claims
  If your claim is already being handled by Sedgwick, then they will further process this claim.