International Student Health Insurance Germany

Frequently Asked Questions

• How can I change my address?

  Update your address by logging into your customer account or through the MySwisscare app, available on iOS and Android.

• What is a deductible / excess?

  The insurance deductible/excess is a fixed sum that is at the expense of the insured in the case of a claim covered by the chosen insurance policy. The general insurance conditions define the amount and the scope of application.

   

  The deductible/excess can be calculated per contractual year, per calendar year, for a specific duration, for a specific treatment or for a specific insurance cover. Not all insurance products are subject to a deductible.

   

  The insurance deductible/excess is also stated on the insurance policy.

• How do I claim my medical expenses?

  Important:

   

  • Coverage only includes benefits listed in the General Insurance Conditions.
  • Exclusions might apply and can vary by insurance product. It's advisable to review your product's coverage in detail beforehand.

  
  Outpatient Treatment:

   

  • For outpatient treatments (no overnight stay in a medical facility), the insured must pay all medical bills upfront (this includes doctors, pharmacies, specialists, and hospital outpatient services).

  
  Claim Procedure for Quick Refund:

   

  1. Use your customer account or the MySwisscare app (please use the last version of iOS and Android) to initiate a claim.
  2. Log into your MySwisscare Account.
  3. Choose the relevant insurance policy and fill out the online fields.
  4. Capture or upload a detailed invoice as a PDF or JPG.
  5. Attach proof of payment (bank receipt or cash payment receipt from providers).
  6. Provide a brief statement about the medical issue and treatment received.
  7. Click 'Send' or 'Submit'.

  
  How long does it take for a refund to be made?

   

  After the claims service receives all necessary documents, the insurer starts the refund process. Typically, refunds are issued within 30 days of receiving complete documentation. However, during busy periods like December, processing might take longer. If you haven't received a refund within 45 days, it's advisable to reach out to the insurer directly through email or our contact form.

• Hospital treatments, general practitioners or dentists, what is covered?

  If you are in need of medical treatment, it is important the treatment is undertaken by a doctor whose certification is officially recognized in the country you receive your treatment. Depending on the insurance coverage you have chosen, certain exclusions may be applicable. We recommend that the General Insurance Conditions (GIC’s) are consulted and if it is not clear, to ask questions concerning reimbursement and claims directly to the concerned claim service. Outpatient treatments (meaning you don’t have an overnight stay in a medical facility) generally have to be paid in advance, then you can proceed to submit your claim to the claim service via email, or via your customer account or the iOS / Android app.

  
  
  In the case of hospital admission for inpatient treatment (meaning an overnight stay), you can present your digital insurance card saved on your MySwisscare account or on the iOS or Android app. If the inpatient facility requires further information, you can simply click or tap share - and then enter the email address given by the hospital. They will then receive the complete insurance policy with all the details. Most of the time, inpatient treatments will be billed directly to the concerned insurer, however, they may request a security deposit.

  
  
  In the case of ISIG only pain-relieving dental treatment and denture due to an accident are covered up to the limitations defined in the General Insurance Conditions (GIC’s) and the Benefits list. Pain-relieving restorative dentistry including simple fillings and repairs of existing dentures as long as this treatment is performed or prescribed by a dentist.

• How do I cancel my International Student Health Insurance Germany?

  The policyholder/insured shall have a period of fourteen (14) calendar days to cancel the policy without penalty and without giving any reason. The period right of cancellation shall begin from the day of the conclusion of the online contract. The policyholder/insured will be entitled to the return of the full premium paid, on the condition that no claim has been submitted.

   

  After the cooling-off period of 14 days from the date of application, you can cancel the insurance contract under the following circumstances:

   

  • at the agreed point in time

  
  The insurance will be terminated automatically when it reaches the end date of the coverage. The maximum insurance term is 60 months only.

   

  •  upon the death of the policyholder;
     

  •  if the requirements governing eligibility for insurance cease to be met

   

  If you are not living in Germany for study purposes with a valid resident permit, you are no longer eligible for the International Student Health Insurance Germany. The insurance policy must be cancelled. You must inform us of any such changes as soon as possible to cancel your insurance. Certain documentation regarding your status change might be requested to complete the cancellation.
   

  •  in the event of repatriation, upon arrival at the nearest suitable hospital in your home country

   

  If you are leaving Germany permanently, meaning that you will de-register in Germany as a resident and return your resident permit, you cannot be insured under the International Student Health Insurance Germany anymore. To cancel your insurance, please kindly send us a copy of the attestation of departure issued by the city hall. The insurance will be canceled according to the attestation of departure.

• How long does it take until I receive my insurance policy?

  Instantly if you pay by credit card
   

  After the initial payment by credit card you can log-in into your MySwisscare account and download the insurance policy immediately.