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.

Aperçu application Espace client

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.

Log into my Customer Area

Points of contact
based on my insurance model

PrimaFlex

Points of contact
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    Partner pharmacy

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    Telemedicine

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    Ada symptom checker

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    Family doctor

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OptiMed

Points of contact

  • Partner pharmacy

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    Telemedicine

  • Ada symptom checker

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    Family doctor

Read more about OptiMed arrow_forward

SanaTel

Points of contact

  • Partner pharmacy

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    Telemedicine

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    Ada symptom checker

  • Family doctor

Read more about SanaTel arrow_forward

PrimaCare

Points of contact

  • Partner pharmacy

  • Telemedicine

  • Ada symptom checker

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    Family doctor

Read more about PrimaCare arrow_forward

Standard model

Full freedom - With the standard model, you can consult the doctor of your choice directly, with no prior requirements.
Read more about Standard arrow_forward

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 of partner pharmacies​​​​​​​
 

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.

Call our telemedicine partner

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.


Check my symptoms

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.

Enter my family 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

Emergency or accident

In the event of an emergency or accident, you may consult the doctor of your choice directly. The same applies to specific medical situations, such as pregnancy-related care, ophthalmological, dental and paediatric check-ups and treatments, and the monitoring and treatment of chronic illnesses.

Frequently asked questions
in case of illness

You are not required to consult your general practitioner beforehand in certain specific cases (e.g. for consultations with a gynaecologist, eye specialist, etc.).
You will find all the necessary information 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 practitioners once a year.
All you have to do is send us the name of your new doctor by post or by email (clients@groupemutuel.ch).

  • Special condition for Optimed: your new doctor must be on the list of doctors approved by the network.

 

What are the consequences of not using your designated healthcare providers?

If the conditions of the model are not followed unintentionally, we will inform you by letter and remain available to assist you.

However, repeated non-compliance will require a transfer to the Standard basic insurance model.  In this case, you will lose your premium discount but will regain unrestricted choice of doctor, with no specific conditions to follow.