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Old 25.05.2015, 13:38
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Insurance does not refund me the doctors' bills

Dear expats,

I am a student and currently have Advisor Swiss Insurance (http://www.advisor-swiss.ch/). I have sent them the doctors' bills (and a proof of payment) in the middle of February (they confirmed the receipt of it over the phone) and I still have not received a refund. I have called them in order to find out why the refund had not been processed yet. They replied that they tried to process the refund in March, however the bank declined the transaction. Which is nonsense as it has never happened before. They did not notify me that the refund did not go through until I called them myself. I have sent them at least 4 emails asking to try again and to notify me once it is processed, and also to send me their refund policy (terms&conditions). Never heard back from them. It has been 3 months now and usually it takes 3-4 weeks to process the refund. Can you advise me what to do? Is there an institution that I can complaint to or at least threaten them that I would?
They are based in Lausanne so I can not go physically to their office.

Thank you for your help, much appreciated!

Larisette
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Old 25.05.2015, 13:45
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Re: Insurance does not refund me the doctors' bills

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Is there an institution that I can complaint to or at least threaten them that I would?
The Ombudsman.
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Old 25.05.2015, 13:55
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Re: Insurance does not refund me the doctors' bills

Their terms and conditions are here:

http://www.advisor-swiss.ch/Document...ent_CGA_AN.pdf

Have you asked your bank why the transaction was declined? Without knowing why, it could be something as simple as an incorrect digit in the IBAN number for example. Check with both bank and insurer to find out what they say.

And if you must go to their offices. Geneva isn't that far from Lausanne after all.
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Old 25.05.2015, 20:13
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Re: Insurance does not refund me the doctors' bills

The Ombudsman will not be able to help you - I would contact the cantonal authorities and inform them - as they will then intervene.

If you let me know which canton that you are in, I would be happy to let you know who is responsible.
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Old 25.05.2015, 20:31
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Re: Insurance does not refund me the doctors' bills

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The Ombudsman will not be able to help you - I would contact the cantonal authorities and inform them - as they will then intervene.
Please could explain? Thanks.
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Old 25.05.2015, 20:52
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Re: Insurance does not refund me the doctors' bills

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Dear expats,

I am a student and currently have Advisor Swiss Insurance (http://www.advisor-swiss.ch/). I have sent them the doctors' bills (and a proof of payment) in the middle of February (they confirmed the receipt of it over the phone) and I still have not received a refund. I have called them in order to find out why the refund had not been processed yet. They replied that they tried to process the refund in March, however the bank declined the transaction. Which is nonsense as it has never happened before. They did not notify me that the refund did not go through until I called them myself. I have sent them at least 4 emails asking to try again and to notify me once it is processed, and also to send me their refund policy (terms&conditions). Never heard back from them. It has been 3 months now and usually it takes 3-4 weeks to process the refund. Can you advise me what to do? Is there an institution that I can complaint to or at least threaten them that I would?
They are based in Lausanne so I can not go physically to their office.

Thank you for your help, much appreciated!

Larisette
Just because you have not experienced a bank not accepting payment, doesn't mean it's nonsense!

I have experienced this and it was due to the payee having the details wrong - wrong account number...
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Old 25.05.2015, 21:33
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Re: Insurance does not refund me the doctors' bills

According to what I have seen so far it is not a Swiss health insurance, but one of those student products. Well perhaps I am wrong - but did you have to be exempt from the obligation from having a Swiss insurer in order to obtain this one?
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Old 25.05.2015, 21:34
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Re: Insurance does not refund me the doctors' bills

Oh - and if it was a bank problem - did they ever ask for your banking details again? After all it does happen with all of those numbers...
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