FAQ – Frequently asked questions

Our answers to the most frequently asked questions

You can find here the answers to our insured members’ most frequently asked questions.
Simply click on your subject of interest.


This depends on your alternative basic insurance model. Below are all the details relating to the three types of telemedicine models:

  • CallDoc – Basic health insurance with medical consultation by phone or video, 24 hours a day, 7 days a week
  • PrimaTel – Basic health insurance with advice by phone and general practitioner (GP)
  • SanaTel – Basic health insurance with advice by phone

If you have chosen CallDoc or PrimaTel alternative insurance model, you must contact the Medi24 medical call centre before seeking any other treatment and follow the medical recommendations provided by Medi24.

If you have opted for the SanaTel alternative model, you must contact the Medi24 call centre first. You may then either follow the medical advice given or seek other medical treatment.

Exceptions: As specified in the terms and conditions of insurance, the above requirements need not be followed in certain cases. These include, for example, emergency consultations, eye check-ups and appointments with your gynaecologist.

In the event of a long-term treatment, such as a chronic illness, the specialists at Medi24 can arrange for you not to have to call Medi24 for some time. However, you must contact Medi24 beforehand for the decision to be approved.

The number to call depends on your basic health insurance model:

Medi24 answers calls 24 hours a day, 7 days a week, in French, Swiss-German, German, Italian and English.

Groupe Mutuel

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