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:
If you have chosen CallDoc or PrimaTel alternative insurance model, you must contact the telemedicine partner before seeking any other treatment and follow the medical recommendations provided by the telemedicine partner.
If you have opted for the SanaTel alternative model, you must contact the telemedicine partner 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 the telemedicine partner can arrange for you not to have to call the telemedicine partner for some time. However, you must contact the telemedicine partner beforehand for the decision to be approved.
The number to call depends on your basic health insurance model:
- CallDoc: 0800 963 963
- PrimaTel: 0800 852 852
- SanaTel: 0800 726 283
- All other Groupe Mutuel basic insurance models: 0848 803 308
The telemedicine partner answers calls 24 hours a day, 7 days a week, in French, Swiss-German, German, Italian and English.