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Old 17.12.2013, 12:13
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Groupe Mutuel, terrible service

Hi, just wanted to share how awful they (Groupe Mutuel) are and warn others against using them. One might ask what's the difference between basic health insurance providers, they all are required to have same rules. I thought that way too and signed up for Groupe Mutuel. Even though I haven't yet tried to get any reimbursements, I am already sick of them.

A good thing with them was that they did not backdate the contract from my arrival. It started from the 4th month. They offered this themselves, and thus it saves some of my money.

I signed up in the beginning of October 2013, the contract started on 1st November, now it's December 17. I never received anything from them: no insurance confirmation, no insurance card, not even a ing bill .

I sent them two emails in October asking when do I get these things, but I haven't had any answer. The emails surely reached target as I received robot confirmation, but nobody bothered to reply.

They list their phone number on they website's contact page. They don't say this, but it's a paid line (0848 http://en.wikipedia.org/wiki/Telepho...in_Switzerland). So if you have any troubles and you want to consult them, prepare to pay for each call.

They don't have an English choice in the phone menu in the hotline. German support guy could speak English though. But clearly they are not very keen on english-speaking customers. And they don't have a fax too.

I decided that I don't want such a crappy service and sent them a cancellation notice. Only then they called me! They tried to offer some of their crap in return of not canceling. I politely explained why I am canceling. Needless to say, nothing changed, I haven't received the papers still.

I changed them to Sympany, and so far it was heaven and earth. The same day I filled a form on their website a guy called me and explained their terms, reminded to send a notice to the previous company and told where to find a form. They have everything in English and a free phone line with english language as a real option. I have already got several letters from them with confirmation and terms and even those stickers with address to glue on envelopes with bills to send them. Unbelievably they have the same price as Mutuel .

I haven't yet had any actual experience of getting reimbursements from either. But even the start of service did say much of both.
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Old 17.12.2013, 12:19
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Re: Groupe Mutuel, terrible service

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A good thing with them was that they did not backdate the contract from my arrival. It started from the 4th month. They offered this themselves, and thus it saves some of my money.
Talk about looking a gift horse in the mouth. That probably saved you close on CHF 1200. Never heard of any health insurance waiving the backdated payment when people "forget" they need coverage from day one and I've seen a fair few expats go through that pain...

From what you say, they don't sound that bad.
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Old 17.12.2013, 12:25
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Re: Groupe Mutuel, terrible service

Don't assume you are off the hook with the first company just yet. You may have created a legally binding contract when you signed up, and the bills may start coming yet. In the meantime, you should probably start communicating with registered letters, as phone calls and emails are not considered "official" communications. Good luck.
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Old 17.12.2013, 12:56
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Re: Groupe Mutuel, terrible service

Yes thanks, I did send cancellation as a registered letter before December and got the tracking number. Now I just have to somehow extract bills for them, so that they don't claim I don't pay them.
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Old 17.12.2013, 12:59
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Re: Groupe Mutuel, terrible service

They tend to lock you into 5 year contracts for the "Zusatzversicherungen" which can become problematic - not sure how other insurance companies do this.

I also understand that they are one of the the main culprits for all those constant and sometimes aggressive insurance phone calls one keeps getting for health insurance "optimisation"
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Old 17.12.2013, 13:01
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Re: Groupe Mutuel, terrible service

Sandgrounder, how bad can it be? I am as good as not insured at all, as I don't have any insurance confirmation, only a signed and stamped application form. And it will be worse when they notice that I don't pay the bills, which I never received, and they decide to start a Betreibung.
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Old 17.12.2013, 13:02
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Re: Groupe Mutuel, terrible service

Lakeside, apparently that's what they tried to do when they called . But I am not signing up for anything outside basic yearly insurance.
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Old 17.12.2013, 13:38
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Re: Groupe Mutuel, terrible service

Where does OP live? Which canton? I have an impression that Group Mutuel is more popular in the French speaking part. For example, me, after moving from VS to BE I find fewer branches of Group Mutuel and also they are slower in processing everything compared to before...
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Old 17.12.2013, 14:04
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Re: Groupe Mutuel, terrible service

Zürich.
Anyway I don't understand why. Letters are delivered within one day to them. What's the difference? They just hate Germans?
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Old 17.12.2013, 14:37
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Re: Groupe Mutuel, terrible service

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Where does OP live? Which canton? I have an impression that Group Mutuel is more popular in the French speaking part. For example, me, after moving from VS to BE I find fewer branches of Group Mutuel and also they are slower in processing everything compared to before...
Might be true.

I used to have my basic insurance there and they were always quick and reliable to pay back any medical bills. My son still has complementary insurances there, and I find them much more efficient than Assura, where I'm now.
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Old 17.12.2013, 14:45
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Re: Groupe Mutuel, terrible service

Well, I am happy that they work for someone .
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Old 17.12.2013, 15:37
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Re: Groupe Mutuel, terrible service

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Well, I am happy that they work for someone .
They work fine for us too. They've reimbursed us promptly and have always been really helpful when I have to call them.
Infinitely better than intras where we were insured previously.
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Old 17.12.2013, 15:58
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Re: Groupe Mutuel, terrible service

The preferred insurer for our employer is Group Mutuel, and even though the package they offered us is really excellent and the reimbursement process really great, at the beginning it was a nightmare. They are disorganized and they took months to send us the insurance cards, and this is not only me but many of my colleagues.
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Old 13.04.2014, 22:32
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Re: Groupe Mutuel, terrible service

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They don't have an English choice in the phone menu in the hotline.
How dare they!
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Old 20.08.2015, 15:59
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Re: Groupe Mutuel, terrible service

This is quite an old thread, however, if someone is still on this subject…

After over 5 years of being insured with GM we are now changing our insurance provider. Very very very unhappy with the service.

They make mistakes all the time.
They are extremely slow in communication.
The fact that they charge you (and quite a bit) for calling them makes me angry because most of the time I have to call them when they (a) mess tings up, (b) don’t follow up on what’s been discussed.

I thought they were good in reimbursements, too, until one day by chance I found out that they were charging me for something they shouldn’t have (maternity expenses that apparently must be all paid in spite your deductible). After months (!) of calling them again and again and hearing “you are right, we must reimburse you, we’ll revert to you with all amounts by post”… and nothing happening, it took a registered letter to finally get them moving.

So all in all I had a really bad experience with them and would recommend choosing another insurance co.
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Old 20.08.2015, 17:05
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Re: Groupe Mutuel, terrible service

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This is quite an old thread, however, if someone is still on this subject…

After over 5 years of being insured with GM we are now changing our insurance provider. Very very very unhappy with the service.
As with everything, some have good experiences, some bad.

I changed to Groupe Mutuel 3 years ago. They have been impeccable with the payments. They respond immediately as soon as I contact them. They have been quick to reimburse the money when I pay my medical bills, have been impeccably inside the law in all things related to maternity and paid everything (only hiccup has been with the toxoplasmosis test which apparently according to the Swiss rules is not included in the obligatory tests...).

Considering the price I'm paying with the service I am getting, within the Swiss realm of all insurance things, it's been a great decision.
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Old 23.11.2015, 00:51
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Re: Groupe Mutuel, terrible service

Anyone considering using GM might want to check this before deciding https://www.finma.ch/en/news/2015/07...el-2015-07-02/
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Old 25.11.2015, 23:58
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Re: Groupe Mutuel, terrible service

I am considering to sign up with groups mutuel but after reading this I am rethinking this...thanks for sharing!
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Old 26.11.2015, 10:53
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Re: Groupe Mutuel, terrible service

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I am considering to sign up with groups mutuel but after reading this I am rethinking this...thanks for sharing!
Stay far away from GM.
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Old 26.11.2015, 11:07
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Re: Groupe Mutuel, terrible service

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Anyone considering using GM might want to check this before deciding https://www.finma.ch/en/news/2015/07...el-2015-07-02/
what would be the possible outcome of this to the ones who are already with GM ?
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