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 two types of telemedicine models:
- Are you insured with SanaTel alternative model? You must call the telemedicine partner first before taking any other action and will then be free to follow the medical advice or seek other medical treatment.
- Are you insured with PrimaFlex alternative model? You are free to choose between several first points of contact (pharmacy or telemedicine partner), which will offer advice exclusive to PrimaFlex. You are also free to see your family doctor if you have designated one.
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.
I have to follow a treatment that involves regular check-ups with my doctor. Should I call the telemedicine partner before every appointment?
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 or, for persons insured with PrimaFlex, send us a one-off certificate signed by a doctor.
The number to call depends on your basic health insurance model:
- SanaTel: 0800 726 283
- PrimaFlex : 0800 852 852
- PrimaCare : 0800 212 212
- 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.