PrimaFlex
About PrimaFlex
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I’m ill - what should I do?
The steps to take if you fall ill depend on your personal situation and insurance model.
This page provides a clear overview to help you identify the appropriate first point of contact and access care quickly and efficiently.
Who is my first point of contact?
Your first point of contact and the procedure to follow in case of illness vary depending on your basic insurance model.
Go to your Groupe Mutuel app to find out exactly what to do in case of illness.
There, you will find a customised list of your points of contact, along with instructions to follow specific to your insurance model.
Open my Customer Area
Points of contact
based on my insurance model
OptiMed
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Partner pharmacy
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Ada symptom checker
About OptiMed
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SanaTel
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Partner pharmacy
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Family doctor
About SanaTel
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PrimaCare
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Partner pharmacy
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Telemedicine
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Ada symptom checker
About PrimaCare
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Standard model
Full freedom - With the standard model, you can consult the doctor of your choice directly, with no prior requirements.
About Standard
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How does it work?
Quick consultation without an appointment
Partner pharmacy
- Receive basic medical care and access certain tests at our partner pharmacies.
- Please inform the pharmacy of your insurance model upon arrival.
After the consultation, you may decide on the next steps (self-medication, consultation with a doctor, or emergency services) for the period defined by the pharmacy.
Download the list
Available 24/7
Telemedicine
- Access medical advice at any time from our telemedicine partners.
- A team of 130 healthcare professionals is available to answer your medical questions and provide guidance in case of health concerns.
- You can find the contact details for the telemedicine service linked to your insurance model in your Customer Area.
After the consultation, you remain free to choose the next steps (self-medication, consultation with a doctor, or emergency services) for the period defined by the telemedicine provider.
Contact telemedicine
Personalised assessment and immediate guidance
Ada symptom checker
- From home, log into your Customer Area to assess your symptoms using the Ada symptom checker.
- Developed by doctors, Ada helps you carry out an initial evaluation of your symptoms.
- In just a few minutes, Ada provides possible causes and clear recommendations for the next steps of your treatment.
Trust-based relationship and knowledge of your medical history
Family doctor
- Consult the family doctor you have previously designated. Their name will be displayed in your Customer Area.
- If you have not already registered a family doctor, you can do so at any time via your Customer Area or by contacting us by phone/mail.
If your family doctor refers you to a specialist, you will receive a referral voucher to submit to Groupe Mutuel.
Add my doctor
How do I consult a specialist?
The procedure for consulting a specialist depends on the initial point of contact chosen depending on your insurance model.
Pharmacy, telemedicine or Ada symptom checker
Once you have consulted one of these services, you remain free to determine the next steps during the treatment period they define. A referral voucher will be automatically sent to Groupe Mutuel and made available in your Customer Area.
Family doctor
If your family doctor is your first point of contact and refers you to a specialist, you must submit a referral voucher to Groupe Mutuel. This can be done very easily via your Customer Area or by email at prestations@groupemutuel.ch
Frequently asked questions
in case of illness
You are not required to consult the first point(s) of contact specified in your insurance policy in certain specific cases (e.g. in an emergency or for consultations with a gynaecologist, eye specialist, etc.).
You will find the complete lists in your special terms and conditions of insurance.
No, specialists do not need to be on a list of approved doctors. However, depending on your alternative insurance model, your general practitioner, our telemedicine partner or your partner pharmacy must make the decision to refer you to a specialist. In these cases, a referral voucher must be sent to us.
Except for specific situations, you are allowed to change general practitioner once a year.
Please let us know the name of your new doctor:
- easily through your Customer Area
- by post
- by email (clients@groupemutuel.ch)
- Special condition for OptiMed: your new doctor must be on the list of doctors approved by the network.