Our commitment to our users

The use of Groupe Mutuel’s platforms is governed by the General Terms and Conditions of Use and the Privacy Policy. For the sake of transparency and security, we recommend that you read these charters and review their contents.

General Terms and Conditions of Use

Privacy Policy of the platforms

Contact preferences

1. Purpose

These General Terms and Conditions of Use apply to the website accessible at www.groupemutuel.ch, as well as to all the platforms of Groupe Mutuel Services SA, Rue des Cèdres 5, 1919 Martigny, Switzerland (Groupe Mutuel), including the Groupe Mutuel application, the premium calculator and the Chatbot. The protection of your personal data processed in connection with the platforms is governed by our Privacy Policy, which you will find on this same page.

2. Grammatical gender

For the sake of readability, only the masculine form is used on the various platforms. However, it refers to both men and women.

3. Copyright and intellectual property

The content of Groupe Mutuel platforms is the intellectual property of Groupe Mutuel. It is protected by copyright and other intellectual property laws and agreements, subject to the rights of third parties. You must comply with these rights and are not authorised to reproduce, transmit, distribute or otherwise transfer, in whole or in part, the content of the Groupe Mutuel platforms, to modify it or to use it for any public or commercial purpose, unless this is expressly indicated or provided for by the features of the Groupe Mutuel platforms. You are not allowed to breach any intellectual property rights, copyrights or other proprietary rights. You are not granted any rights, in particular with regard to company names, commercial protection rights such as patents, models of use or trademarks. Groupe Mutuel assumes no obligation to grant such rights.

You are authorised to share certain content on Groupe Mutuel platforms via social networks such as Facebook, X or LinkedIn, or via e-mail, insofar as the Groupe Mutuel platforms contain dedicated buttons for this purpose (social plug-ins). Groupe Mutuel recommends that you refer to its Privacy Policy for any data protection issues related to these features.

If you leave ideas or suggestions on the platforms, Groupe Mutuel has the right to use them free of charge for the development, improvement and sale of the products in its portfolio. Any suggestion or idea will become the property of Groupe Mutuel.

4. Obligations of the user

When using Groupe Mutuel’s platforms, you are not allowed to:

  • contravene common decency by the way in which you use the platforms;
  • transmit content containing viruses (Trojan horses) or any other programming that may damage software;
  • introduce, save or send hyperlinks or objects for which you do not have authorisation, in particular if these hyperlinks or objects infringe the rules of confidentiality or are illegal;
  • distribute unwanted advertising or e-mails (known as "spam") or irrelevant virus alerts, or participate in gambling, snowball systems, chain letters, pyramid schemes, or any other similar action.


Groupe Mutuel reserves the right to block access to the platforms at any time, in particular if you breach your obligations under these terms and conditions.

5. Responsibility of the user

As a user, you are responsible for your technical access to the platforms. Groupe Mutuel assumes no responsibility for the supplier or for the hardware and software required to use the platforms.

Although Groupe Mutuel will take the necessary technical and organisational steps to secure the data made available to you, insufficient security measures on your devices may result in unauthorised access to your data. It cannot be ruled out that a third party may gain undetected access to your terminal when you connect to the platforms. Groupe Mutuel therefore recommends that you equip your terminals with up-to-date protection programmes and that you protect them with a password when using a WLAN. It is also not recommended to identify yourself on the platforms via a public WLAN. The end device (computer, telephone, mobile, etc.) and/or the network you use are outside the control of Groupe Mutuel and may constitute a weak point. As a user, you accept the related risks. It is your responsibility to inform yourself in detail about the necessary security measures, in line with the current state of the art, and to take the appropriate protection measures.

The identifier, password and authentication code used to connect to the platforms must be kept secret and protected against misuse by unauthorised persons. Although Groupe Mutuel will, in accordance with the law, take appropriate organisational and technical measures to protect your data from unauthorised processing, you will bear all the consequences resulting from the misuse of your authentication keys by unauthorised persons, subject to gross negligence on the part of Groupe Mutuel. If there is reason to assume that unauthorised third parties are aware of these identification keys, you must change them immediately.

When you download documents from Groupe Mutuel platforms onto your own terminal, you must ensure the security of the data they contain. Groupe Mutuel declines all responsibility as soon as a document leaves its computer systems or those of one of its service providers.

6. Security

In the event of security risks, Groupe Mutuel reserves the right to suspend its platforms at any time and without notice. Groupe Mutuel accepts no liability for any damage that may result from such action.

7. Exclusion of warranty

Groupe Mutuel endeavours to ensure that the information posted on its platforms is reliable, accurate and comprehensive. However, Groupe Mutuel does not guarantee the accuracy, comprehensiveness or appropriateness of the information for any purpose whatsoever. This information is subject to change at any time without notice. It is provided for information purposes only and should not be interpreted as constituting insurance or legal advice or otherwise binding on Groupe Mutuel.  We recommend that you refer to the applicable terms and conditions of insurance and/or seek professional advice before making any insurance-related decisions.

8. Exclusion of liability

Subject to mandatory law, Groupe Mutuel excludes all liability, including that of its members, directors, employees, subcontractors and auxiliaries, for your loss or damage of any kind arising from your access to Groupe Mutuel platforms and use of their content.

Groupe Mutuel shall not be liable for direct or indirect damage caused to you by transmission errors, technical faults, malfunctions, breakdowns, network overload, interruptions or any other technical error, except in the case of gross negligence.

Groupe Mutuel is also not liable for direct or indirect damages resulting from the account holder's failure to comply with contractual obligations.

Under no circumstances may Groupe Mutuel be held liable for direct or indirect damage, in particular loss of earnings or damage to reputation.

9. Third party websites

Groupe Mutuel platforms may contain links to other websites controlled or provided by third parties. Groupe Mutuel offers no guarantee as to the information or material made available on these websites. By connecting a third-party website to its own platforms, Groupe Mutuel neither assumes nor accepts any responsibility for the products or services offered through that website.

10. Applicable law and place of jurisdiction

The General Terms and Conditions of Use and the use of Groupe Mutuel platforms are subject to Swiss substantive law, to the exclusion of conflict of laws rules, subject to mandatory law. Any dispute relating to or connected with the Groupe Mutuel platforms or arising from their use will be subject to the exclusive jurisdiction of the competent courts in Martigny, subject to any mandatory jurisdiction.

Privacy Policy & Data Protection

  • Groupe Mutuel is committed to the protection of personal data and has taken steps to ensure that it complies with regulations at all times, and to provide greater transparency and security in the processing of the personal information of policyholders and all other persons concerned.

1. Purpose - Why a Privacy and Data Protection Policy?

This policy applies to data processing carried out by the companies owned by Groupe Mutuel Holding SA, CHE-380.572.440, Rue des Cèdres 5, 1919 Martigny, Switzerland (hereinafter "Groupe Mutuel").

Its purpose is to inform you about the way in which Groupe Mutuel as the party responsible for processing your personal data, processes your personal data and about the commitments and practical measures taken to ensure that your data is respected and protected.

It applies to the processing of personal data relating to:

  • users of the website accessible at www.groupemutuel.ch and the Groupe Mutuel platforms,
  • the insured customers of Groupe Mutuel,
  • prospective customers who have contacted Groupe Mutuel,
  • applicants who have submitted a job application to Groupe Mutuel,
  • the contractual partners of Groupe Mutuel,
  • other persons in contact with Groupe Mutuel.

The policy may be amended at any time, in particular in accordance with legal and regulatory developments. The current version is the one published on the website www.groupemutuel.ch.

2. Data Processing Regulations - What additional documentation applies?

Groupe Mutuel has also defined rules on its internal organisation, data processing and control procedures, and measures to ensure data security in its Data Processing Regulations, which apply to all data processing carried out by Groupe Mutuel.

3. Categories of data processed - What data do we process?

What processing operations? What data?
For users of the website and platforms
  • Identity and identification data (surname, first name, identifiers, date of birth, etc.)
  • Contact details (email address, telephone number, etc.)
  • Geolocation data (IP address, etc.)
  • Connection data (including cookies) – For more information on the processing of cookies, please click here.
  • Data relating to your use of the website and platforms

 
For customers
  • Identity and identification data (surname, first name, identifiers, date of birth, etc.)
  • Contact details (email address, telephone number, etc.)
  • Data relating to your contracts (insurance products, insurance model, etc.)
  • Financial data (bank details, etc.)
  • Medical data (medical questionnaire, information sent to manage your claims, information on medicines taken, etc.). This data may come from third parties (doctors, care providers, former insurers, etc.) as part of the provision of our services.
  • AVS/AHV number
  • Personal and family details (marital status, number of children, etc.)
  • Data on religious, philosophical, political or trade union opinions/activities (based on your beliefs in particular)
  • Data on racial or ethnic origin (for some medical treatments, this information may appear)
  • Data relating to social services (e.g. if you are receiving such assistance to manage your payments and benefits).

 
For prospective customers
  • Identity and identification data (surname, first name, identifiers, date of birth, etc.)
  • Contact details (email address, telephone number, etc.)
  • Data relating to your contracts (insurance products, insurance model, etc.)
  • Financial data (bank details, etc.)
  • Medical data (medical questionnaire, etc.)

 
For job applicants
  • Identity and identification data (surname, first name, identifiers, date of birth, etc.)
  • Contact details (email address, telephone number, etc.)
  • Professional data (CV, career history, etc.)

 
For the contractual partners of Groupe Mutuel
  • Identity and identification data (surname, first name, identifiers, date of birth, etc.)
  • Contact details (email address, telephone number, etc.)
  • AVS/AHV number
  • Data on family situation (marital status, number of children, etc.)
  • Financial data (bank details, information on legal proceedings, etc.)
  • Professional data (CV, career history, skills, etc.)
  • Data on criminal and administrative proceedings or sanctions
  • Other contractual data (information on insurance intermediary status, etc.) depending on the type of contractual relationship.

 
For other persons in contact with Groupe Mutuel
  • Identity and identification data (surname, first name, etc.)
  • Contact details (email address, telephone number, etc.)

 

4. Security measures - How is your data protected?

Groupe Mutuel processes your personal data in compliance with the applicable data protection legislation and takes all the organisational and technical security measures necessary to prevent the unauthorised violation, access, disclosure, modification or destruction of your data in general and your personal data in particular.

5. Retention period - How long is your data kept?

Groupe Mutuel retains personal data for as long as is necessary to fulfil the purposes for which it was collected and to comply with its legal retention obligations.

In this respect, as a matter of principle and subject to the legal retention obligations applicable to Groupe Mutuel (in particular in the event of accidents, disputes, etc.), our customers' personal data is kept for the entire duration of the contractual relationship plus a period of ten (10) years, in particular for purposes of proof.

The personal data of prospective customers is retained for a period of three (3) years from the date of collection or the last contact made by the prospective customer.

The personal data of job applicants is retained for a period of six (6) months from the date of collection or the last contact made by the applicant.

The personal data of survey participants is retained for a maximum period of ten (10) years from the date of collection.

The personal data of website users is retained for a period of thirteen (13) months from the date of collection.

The personal data of other persons who have contacted Groupe Mutuel is retained for three (3) months in the case of telephone calls (audio recordings of calls and transcripts). Automatically generated summaries of telephone calls are retained for the duration of the contractual relationship plus ten (10) years if the person who contacted us is a customer. Automatic summaries of calls from prospective customers are retained for five (5) years from the last contact. A call history containing, in particular, the telephone number, date and duration of the call is retained for six (6) years. When a person contacts Groupe Mutuel by post or email, the personal data contained in these exchanges is retained for a maximum of eleven (11) years, in particular for purposes of proof.

6. Purpose of processing - Why is your data processed?

What processing operations? What purposes?
For users of the website and platforms
  • To enable you to use the Groupe Mutuel website and platforms and to benefit from the associated services.
  • To carry out research projects and improve Groupe Mutuel's products and services.
  • To contact you for commercial and advertising purposes, to invite you to participate in surveys, and to send you information, advice and offers relating to the products and services of Groupe Mutuel and/or its partners.

 
For customers
  • To establish, manage and/or execute our contractual relationship, in particular to verify entitlement to benefits; manage claims and reimbursements; carry out administrative and financial follow-up (invoicing, payments, reminders) and send the necessary information to partners (pharmacies, doctors, etc.).
  • To carry out research projects and improve Groupe Mutuel's products and services.
  • To enable us to meet our legal obligations (e.g. in relation to combating money laundering, document retention, verifying benefits) and respond to requests from supervisory authorities.
  • To contact you for commercial and advertising purposes, to invite you to participate in surveys, and to send you information, advice and offers relating to the products and services of Groupe Mutuel and/or its partners.

 
For prospective customers
  • To evaluate and establish our contractual relationship.
  • To enable us to meet our legal obligations (e.g. in relation to combating money laundering).
  • To contact you for commercial and advertising purposes, to invite you to participate in surveys, and to send you information, advice and offers relating to the products and services of Groupe Mutuel and/or its partners.

 
For job applicants
  • To review your application and, where applicable, to establish a contractual employment relationship.
  • To offer you other potential opportunities (see section 11(c)).

 
For the contractual partners of Groupe Mutuel
  • To evaluate and establish our contractual relationship.
  • To enable us to meet our legal obligations (e.g. in relation to combating money laundering, third party risk management (TPRM) or other controls imposed by the authorities).

 
For other persons in contact with Groupe Mutuel
  • To analyse your request and to enable us to respond to it.

 
For all
  • To carry out statistical analyses. In this respect, your personal data will be anonymised as soon as the purpose of the processing allows.

 

7. Processing methods - How is your data processed?

In particular, in order to contact you for commercial and advertising purposes, to send you information, advice and offers relating to the products and services of Groupe Mutuel and/or its partners, Groupe Mutuel may also process your data automatically in order to evaluate, analyse or predict certain personal aspects such as your preferences or interests (profiling).

Artificial intelligence solutions may be used in the context of the various personal data processing operations carried out by Groupe Mutuel.

You may also be the subject of an automated individual decision.

Some invoices are processed automatically as part of the invoicing process. However, when a reimbursement is automatically refused, the invoice is then examined by a Groupe Mutuel employee at a later stage in order to confirm or overturn the refusal to cover the costs.

In another context, certain legal proceedings are also initiated automatically following non-payment of reminders and formal notices. In some cases, the situation is examined beforehand by a Groupe Mutuel employee (for example, when extra time for payment has been granted).

8. Transfers & Outsourcing - To whom and where is your data transferred?

Groupe Mutuel works with partners and subcontractors and may communicate personal data to them in this context. In such situations, Groupe Mutuel ensures that its partners and subcontractors guarantee compliance with the same requirements as Groupe Mutuel in terms of data protection and information security. 

Groupe Mutuel may also transfer your personal data outside Switzerland, within the European Union or abroad to countries that do not offer a level of protection equivalent to that of Switzerland. In this case, Groupe Mutuel will put in place the necessary measures and appropriate safeguards to cover these transfers. Some partners and subcontractors may have a parent company in the United States.

9. Services offered by third parties (website and platforms) - How are services offered by third parties managed?

The processing of personal data by third party service providers is governed by their own privacy policies. As these third parties use your data, in particular for tracking and advertising purposes, Groupe Mutuel recommends that you consult these data processing policies.

a. Access to third party service accounts
Your access to and use of the platforms may give third party service providers access to your personal data. These features are not enabled automatically but require your express permission. For example, the platforms may connect and transmit your personal data to social networks such as Facebook, X or LinkedIn, if you use certain features (e.g. social plug-ins).

b. Registration and authentication
The platforms may allow you to register and/or authenticate to use certain features, using third party services. For example, platforms may allow you to register and/or authenticate via your personal Facebook profile. In this case, personal data is exchanged between Facebook and the platforms concerned. Personal data collected in this way by Groupe Mutuel is processed in accordance with this policy.

c. Geolocation-based interactions
Platforms may collect, use and share your location data in order to provide you with location-based services. Most browsers and electronic devices provide tools to disable this function by default. If you have given your consent, your geolocation data may be tracked by Groupe Mutuel platforms. Groupe Mutuel recommends that you properly configure your mobile device to accept or refuse your geolocation.

d. Third party web pages
Platforms may contain links to web pages that are not managed by Groupe Mutuel and are not related to Groupe Mutuel (hereafter referred to as "third party web pages"). The use of such links is at the user's own risk. Groupe Mutuel is neither competent nor responsible for monitoring or assessing the content of such third party web pages. The contents of third party web pages do not reflect the opinion of Groupe Mutuel. Groupe Mutuel therefore accepts no liability whatsoever for the content of third party web pages, in particular with regard to their accuracy and comprehensiveness.

10. Cookies and other tracking technologies

In order to enable the operation and improve the use and functionality of the Groupe Mutuel website and platforms, we use different types of cookies and other similar technologies such as pixel tags, which may process personal data by storing or accessing information on your device or browser.

a. What is a cookie?
Cookies are small text files that contain, for example, an identification number and are stored on your electronic device. The information generally does not allow you to be identified directly. They enable Groupe Mutuel to improve customer service and recognise visitors who have previously visited its platforms, in particular to personalise the content displayed on the platforms you visit. When you access the platforms, a cookie identifies your electronic device. Groupe Mutuel also uses cookies to measure and monitor traffic, platform usage and platform performance. A pixel tag serves a similar purpose, but does not install files directly on your electronic device.

b. Types of cookies used
Groupe Mutuel uses the following categories of cookies:

  • Strictly necessary cookies: essential for the platforms to function.
  • Performance cookies: to analyse usage and improve the performance of the website.
  • Functionality cookies: to remember your preferences and improve the user experience.
  • Cookies for targeted advertising: to offer you relevant advertising content.
  • Cookies for social networks: to facilitate content sharing.


c. Managing your preferences
You can manage your cookie preferences:

  • Via our preferences centre, which is displayed when you first visit our website.
  • At any time, by clicking on the dedicated link at the bottom of the Groupe Mutuel website.
  • By configuring your browser or device to block or delete certain cookies.

Please note: Blocking strictly necessary cookies may affect the functioning of the website or certain features. Groupe Mutuel recommends accepting all cookies for optimal browsing.


d. Third party cookies
Some cookies may be placed by third parties (e.g. Google). In some cases, Groupe Mutuel has no control over the placement of such cookies, in particular when you visit their websites.  However, we may use cookies to recognise you on third party websites and display advertisements for our products and services.


e. Retention period

  • Session cookies: active only during your visit.
  • Persistent cookies: stored for a specified period of time.


f. Find out more
Our dedicated preference centre allows you to learn more about the different types of cookies used by Groupe Mutuel.

For more general information about cookies, please visit the website www.allaboutcookies.org/ or the help sections of your browser.

11. Specific provisions - What are the particularities?

a. Offer & Premium calculator
During the initial negotiation phase with Groupe Mutuel, you can, if you wish, save your session at any time and resume it within 30 days. During this period, your data is stored in the Groupe Mutuel databases. Once the 30-day period has expired, your data will be automatically deleted if you have not finalised your offer and insurance contract or contacted Groupe Mutuel again.

b. Contact form
Some Groupe Mutuel platforms may offer you the possibility to contact Groupe Mutuel by email, via contact forms, premium calculator, chat or any other telecommunication software. The personal data you send to Groupe Mutuel through these platforms is processed by Groupe Mutuel under the conditions set out in this policy.

c. Recruitment platform
It is also possible for job applicants to apply directly to Groupe Mutuel via our recruitment platform. The various selection stages are documented and guarantee the quality of the recruitment.

For this purpose, your personal data is only accessible to the Groupe Mutuel HR department and to the employees in charge of your recruitment.

Information concerning your application must be accurate, truthful and up-to-date and must not be incomplete, misleading or deceptive.

Your enclosed documents, your professional and training data, as well as your consent, will be deleted six months after your application if it has not led to a commitment. With your consent, Groupe Mutuel will keep your data in its database for longer in order to be able to submit another job vacancy to you if necessary.

d. “Voice of the Customer” community
The Voice of the Customer community is an initiative by Groupe Mutuel that aims to gather information about our customers' needs and expectations in order to improve our services. As a customer, you have the opportunity to take part in Groupe Mutuel surveys in which you share your opinion on our various projects, contribute to the development of our products and services, and receive rewards for your participation. For each study, a random selection is made according to the criteria sought from among the customers who are part of the community. When you are invited to take part in a study and inform Groupe Mutuel of your interest, you will receive an overview of the project or topic on which your opinion is needed. Participation in “Voice of the Customer” activities is on an exclusively voluntary basis by accepting the conditions of participation in the Voice of the Customer programme. You can therefore unsubscribe at any time by sending an email to voixduclient@groupemutuel.ch or by clicking on the link “unsubscribe” in the electronic media sent to you. As part of the management of the community and in order to avoid too frequent contact, the history of participation in the various studies is kept. Groupe Mutuel also processes your contact details in order to be able to send you your payment.

12. Your rights - How to exercise them and contact us?

You have the right to access your personal data, to have this data corrected, to have it deleted within the limits of the applicable legal provisions, to have the processing of your data restricted, to obtain the portability of your data and, finally, to withdraw your consent to the processing of your personal data, subject in particular to the processing necessary for the performance of a contract. You may also contact the competent supervisory authority. However, Groupe Mutuel advises you to contact our services beforehand.

To do so, and for any questions or requests relating to the processing of your personal data by Groupe Mutuel, you can contact us using our dedicated contact form or at the following address: 

Groupe Mutuel
Data Protection Officer
Rue des Cèdres 5
P.O. Box
1919 Martigny

For security and verification purposes, and to prevent fraudulent requests, your request must be accompanied by proof of identity.

13. Applicable law & competent jurisdiction - How are disputes handled?

This policy and the use of the platforms in particular are governed by Swiss law. Any dispute relating to or connected with this policy, the platforms or arising from their use shall be submitted to the exclusive jurisdiction of the competent courts in the district of Martigny, subject to any mandatory jurisdiction.

In the context of our contractual relationship with our customers, it is important for us to maintain contact to ensure that your contracts are properly managed. Our aim is to provide you with tailored support, suggest relevant services and help you save money.

However, you remain in control and can change your contact and data processing preferences at any time.

How do I manage and update my contact preferences?

You can update your contact preferences at any time via your Customer Area, from the Groupe Mutuel mobile app or the online portal.

From the online portal:

1. At the top right of the portal, point to your name to display the relevant menu. Then select “Privacy”

2. You can then update your contact preferences by accepting or rejecting certain types of contact and selecting your preferred contact method(s).

From the mobile app:

1. From the menu at the top left of your screen, select "Account and settings" then select “Privacy”

2. You can then update your contact preferences by accepting or rejecting certain types of contact and selecting your preferred contact method(s).

What are the various contact preferences available?

You will find below a list of the various contact and data processing preferences available to you and that can be updated at any time:

Sharing news, advice and offers based on your interests:​

  • Tailored offers: you wish to receive suggestions on how to save on your premiums and information on new products that may be of interest to you.
  • Tailor-made services and advice: you wish to receive tailored advice on how to optimise your contracts as well as the latest news and services of Groupe Mutuel (useful tips, news, services relating to the Customer Area, company news, etc.).


Receive “Le Mag”, the information magazine for persons insured with Groupe Mutuel.


Possibility to share your opinion and customer satisfaction through surveys.​

  • You agree to be contacted following contact with Groupe Mutuel in order to improve your customer experience (this will not be systematic).


Processing and sharing your data:​

  • Processing and sharing your data: you authorise Groupe Mutuel companies to process your data in order to provide you with solutions tailored to your specific situation.
  • Research, care pathways and healthcare system: you authorise Groupe Mutuel companies and their partners to use your data for research purposes, in particular to help improve the Swiss healthcare system.

More information on data processing

Check out our Privacy Policy for more information on how we process your data.

Any questions?

Use our form to contact us at any time.
Contact

Groupe Mutuel

Rue des Cèdres 5 Case postale, 1919 Martigny    |    +41 0848.803.111

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