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.


A QR-bill is a new invoice format that will permanently replace the red and orange payment slips in Switzerland from 30 September 2022.

More details and information on the QR-bill can be found on the Swiss Confederation's website. If you have any further questions, please contact your bank directly.

Yes. As soon as you have received our first QR-bill, you will have to cancel your current standing order and create a new one. The QR-bill contains all payment details, including the QR-IBAN, which you will have to specify in your new standing order.

Yes. As soon as you have received our first QR-bill, you will have to change your payment template in your e-banking system. The QR-bill contains all the payment details, including the QR-IBAN, which you will have to specify in your new template.

You can see an example of a detailed statement on our page Understanding my statement.

In the event of hospitalisation, in addition to the annual deductible and co-payment (the insured person’s contribution of 10% of the costs, less the amount of the deductible), the insured person pays a contribution of CHF 15/day towards the costs of hospitalisation. This amount is set by the Swiss Federal Council. Children as well as young adults in training (19-25 years) do not pay this contribution. This contribution is also not charged during hospital stays in the event of maternity. For more information, see our page “Understanding your statement of benefits.

You receive a new/rectified invoice in two cases: 
• A change has been made to your contract (suspension or reinstatement of the accident risk, change of address including a change of tariff zone, change or termination of one or several insurance branches).
• Your cantonal subsidy has been added, changed or cancelled.
New/rectified invoices always show the number and date of the cancelled invoice.

Your health insurance premiums are payable in advance. This means that the payment deadline is the last day of the month preceding the corresponding premium month.  For example, the premium invoice for May expires on 30 April.

By grouping three monthly bills in one mailing, you will receive only four mailings per year instead of 12.
This measure is not only beneficial for the environment but also more cost-effective, since it helps to limit our overhead costs. Having your invoices available in advance allows you to anticipate your payments, such as in the event of holidays or extended absences. However, if the procedure does not suit you, please do not hesitate to contact us to change the way your invoices are sent.

Several reasons may explain why you may not have received your invoice within the usual time frame:
• Invoices are sent by second class mail (B). They may still be in the post. 
• Unfortunately, the post office may sometimes mishandle or lose correspondence.
•  We may not have your new address in our records.

In any case, if you have been waiting for your invoice for more than 10 days, please contact our Customer Services who will enquire about the origin of the delay and send you a new invoice if necessary.
Finally, please note that our GMnet platform and GMapp mobile application allow you to manage your invoices efficiently, quickly and securely. Feel free to contact us if you are interested. 

If your doctor has entered an agreement with us, he/she can send medical invoices directly to the health insurance (“third-party payer” system). Otherwise, compulsory health insurance (LAMal/KVG) provides that insured persons pay for their medical expenses, which are then refunded by the health insurer, upon presentation of the original invoice (“third-party guarantor" system). The insurer deducts from the refunded amount the cost-sharing amounts (deductible and 10% co-insurance).


Groupe Mutuel

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