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.

Medi24

• If you are covered by SanaTel (RT) telemedicine insurance model, you can see the doctor or specialist of your choice.
• If you are covered by PrimaTel (RL) telemedicine insurance model, you must follow the medical recommendations given by your health adviser. If you are referred to a specialist, you are free to choose one. If you see a family doctor, you must go to the general practitioner you chose upon signing up to the insurance.
• If you are covered by CallDoc (RV) telemedicine insurance model, you must follow the medical recommendations given by your health adviser.   

If you are insured under an alternative telemedicine insurance model, you must always call the Medi24 call centre. However, there are exceptions depending on your insurance model:
• If you are covered by SanaTel (RT) telemedicine insurance model, please see the exceptions in the terms and conditions of insurance (Art. 4, al. 2).
• If you are covered by PrimaTel (RL) telemedicine insurance model, please see the exceptions in the terms and conditions of insurance (Art. 6). 
• If you are covered by CallDoc (RV) telemedicine insurance model, please see the exceptions in the terms and conditions of insurance (Art. 6).

Yes, your insurance model requires that you call Medi24 before very consultation.
However, depending on the type of treatment and frequency of your appointments, Medi24 will let you know if calls can be made further apart. Please follow the recommendations given by your medical adviser.

If you are calling from Switzerland, please dial 0800 852 852 for PrimaTel, 0800 726 283 for SanaTel and 0800 963 963 for CallDoc.
Medi24 advisers can be reached seven days a week and 24 hours a day.
You do not need to call Medi24 in case of emergency abroad: this is one of the exceptions to the obligation to call.

Groupe Mutuel

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