International student health insurance Germany

Frequently Asked Questions

• How can I change my address?

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

• What is a deductible?

  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. 
  
  The insurance deductible is also stated on the insurance policy.
  
  Not all insurance products are submitted to a deductible.

• How do I claim my medical expenses?

  Important
  
  Please note that coverage is only provided for the benefits stated in the General Insurance Conditions. At times exclusions are also applicable, and they vary depending on the insurance product. It is recommendable 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, it is recommendable to follow 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. Short statement concerning the medical issue and the administered treatment
  6. Send / Submit

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

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

  Instantly if you pay by credit card

  
  If you pay your insurance by credit card, you can download your 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 certificate 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. 

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

  If you are in need of medical treatment, it is important 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 that the General Insurance Conditions are consulted and if it is not clear, to ask questions concerning reimbursement and claims directly to the concerned claim 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 claim service via email, or via your customer account or 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 certificate 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. 

   

  Only Pain-killing dental treatment and Repair of existing dentures and dental prostheses are covered up to the limits shown in the General Insurance Conditions and Table of Benefits.

• How do I cancel my International Student Insurance in Germany (ISIDE)?

  After the cooling-off period, you can cancel the insurance contract under the following circumstances: 

   

  • At the agreed end date

  The insurance will be terminated naturally when it reaches the end date of the cover. The maximum insurance can be obtained for a maximum term of 60 months only.

   

  • with the death of the policyholder/the insured persons

   

  • You do not meet the eligibility criteria any longer

  If you are  not living in Germany for study purposes with a valid resident permit, you are no longer eligible for the International Student Insurance Germany. The insurance policy must be cancelled. You must inform us of such changes as soon as possible to cancel your insurance. Certain documentation regarding your status change might be requested for the cancellation request. 

   

  • You leave Germany permanently 

  If you are leaving Germany permanently, meaning that you will deregister in Germany as a resident  and return back your resident permit, you cannot be insured under the current International Student Insurance Germany anymore. To cancel your insurance, please kindly send us a copy of the attestation of departure issued by the city hall. The insurance will be cancelled according to the attestation of departure.