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!