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Old 05.03.2013, 12:36
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CSS is terrible and dishonest

Last year I contact another Insurance company to change my health insurance from CSS since they were offering cheaper packages online then what I had with them. They refused to review my package. So I changed insurance. Then I suddenly start to get these bill from CSS.

I contact them, and they said that I canceled just the basic insurance but not the extra ones: My new insurance was responsible for cancellation. I have to contact them now. but what kind of company does that? They knew I was changing insurance company but they are dishonest and are trying to get as much money as they can.

That is just a warning for people considering CSS or if you are with them. Watch out.
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Old 05.03.2013, 12:44
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Re: CSS is terrible and dishonest

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Old 05.03.2013, 12:46
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Re: CSS is terrible and dishonest

Basic insurance and supplementary insurance are two completely separate contracts. Additionally they are based on two different laws KVG and VVG respectively.


PS: You said "My new insurance was responsible for cancellation." that is where the rant should go to. CSS cannot cancel any contract out of the blue.
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Old 05.03.2013, 13:00
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Re: CSS is terrible and dishonest

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Last year I contact another Insurance company to change my health insurance from CSS since they were offering cheaper packages online then what I had with them. They refused to review my package. So I changed insurance. Then I suddenly start to get these bill from CSS.

I contact them, and they said that I canceled just the basic insurance but not the extra ones: My new insurance was responsible for cancellation. I have to contact them now. but what kind of company does that? They knew I was changing insurance company but they are dishonest and are trying to get as much money as they can.

That is just a warning for people considering CSS or if you are with them. Watch out.
Why blame CSS?
If the additional insurance was not cancelled, then it is continued.
The notification periods of additional insurances are usually also different from obligatory insurance (3 months) and often there are multi-year contracts.
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Old 05.03.2013, 13:03
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Re: CSS is terrible and dishonest

Ignorance may work in a lot of countries but not here
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Old 05.03.2013, 13:12
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Re: CSS is terrible and dishonest

Yeah sadly OP, the practice here is very different to elsewhere.

Whilst most companies in respectable countries would acknowledge and inform you, the customer, on how to change provider and of the different structures in place and what you exactly need to do to cancel, they prefer a silence and charge policy.

Maybe your new providers will cover the charges seeing as they agreed to take up the task of cancelling your existing policy. I doubt it though.
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Old 05.03.2013, 13:17
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Re: CSS is terrible and dishonest

so pay CSS for the supplementary and take the basic from the new provider and get a refund from the new provider for supplementary insurance paid to them since 1.1.2013.

and next time ensure you understand your termination conditions: http://en.comparis.ch/krankenkassen/...endigungsfrist
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Old 05.03.2013, 13:29
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Re: CSS is terrible and dishonest

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Yeah sadly OP, the practice here is very different to elsewhere.

Whilst most companies in respectable countries would acknowledge and inform you, the customer, on how to change provider and of the different structures in place and what you exactly need to do to cancel, they prefer a silence and charge policy.

Maybe your new providers will cover the charges seeing as they agreed to take up the task of cancelling your existing policy. I doubt it though.
Maybe they look upon their clients as being adult and knowing what they want, life's not a nursery.
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Old 05.03.2013, 13:40
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Re: CSS is terrible and dishonest

Actually, many people change basic insurance but keep extra insurances with the old company - as perhaps the new one will refuse them as they now have pre-existing conditions (not present at the time of taking-up said extra insurance). So the Insurance could not know that a/you were not aware of this and b/ that it was not your intention to keep the extra bits.

A great shame you were caught up in this, but you can't blame the insurance for not knowing your intentions. Hope you get it sorted out soon - but the law is with the insurance. Each part has to be cancelled separately and with the proper notice. The new insurance won't do that for you either. The same would have happened with any insurance, not just the CSS.
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Old 05.03.2013, 13:45
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Re: CSS is terrible and dishonest

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Maybe they look upon their clients as being adult and knowing what they want, life's not a nursery.
Bit unfair I think. I have been here 10 years and got caught out by the same exact thing. Of course you have never made a mistake and always been an adult, right?

To the OP. Just put it down to experience.Its not the fault of CSS.
Maybe what we should be doing is at the time of taking out contract for health care and insurances or whatever, we should also at the same time give notice of cancellation of all policies in 1 year from the start date. That way if you forget you wont be locked in for another year.

I did this with my phone contract and forgot all about it until they started offering me special deals to extend
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Old 05.03.2013, 13:48
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Re: CSS is terrible and dishonest

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Maybe they look upon their clients as being adult and knowing what they want, life's not a nursery.
Calm down sausage.

A lot of us are just a bit more used to some transparency and good client service, making people aware of ramifications, hidden charges and / or not so obvious rules etc.

Those of us here long enough are also too aware that you will never get that kind of service here in Switzerland.
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Old 05.03.2013, 13:48
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Re: CSS is terrible and dishonest

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Actually, many people change basic insurance but keep extra insurances with the old company - as perhaps the new one will refuse them as they now have pre-existing conditions (not present at the time of taking-up said extra insurance). So the Insurance could not know that a/you were not aware of this and b/ that it was not your intention to keep the extra bits.

A great shame you were caught up in this, but you can't blame the insurance for not knowing your intentions. Hope you get it sorted out soon - but the law is with the insurance. Each part has to be cancelled separately and with the proper notice. The new insurance won't do that for you either. The same would have happened with any insurance, not just the CSS.
This is exactly what I did this year, I switched my basic to CSS (ironically), but kept my supplementary with Innova due to a pre-existing condition (see my insurance thread). CSS were actually very helpful and handled the cancellation of my existing contract with VivaCare, who had taken over my Basic from Innova. In fact, VivaCare insisted they had never received the cancellation till CSS out them right. You really have to understand the details of your policy before you start throwing blame and accusations around.

Last edited by PaddyG; 05.03.2013 at 14:04.
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Old 05.03.2013, 13:59
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Re: CSS is terrible and dishonest

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Calm down sausage.

A lot of us are just a bit more used to some transparency and good client service, making people aware of ramifications, hidden charges and / or not so obvious rules etc.

Those of us here long enough are also too aware that you will never get that kind of service here in Switzerland.

The post from PaddyG explains your problem nicely. As for my experiences here, well, I can't recall ever having been 'Switzerlanded' and I've been here for donkey's years.
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Old 05.03.2013, 14:13
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Re: CSS is terrible and dishonest

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The post from PaddyG explains your problem nicely. As for my experiences here, well, I can't recall ever having been 'Switzerlanded' and I've been here for donkey's years.
I don't have problem, the OP does.

Well done you, sadly, you are not the world and we are not all as perfect as you Busby.

Just because many of us like to have a whinge about poor practice, and are used to a bit more help from the companies who sell their services like this, doesn't mean everyone is a moron.

As mentioned, lesson learned and the OP will make sure they ask various questions in any transaction in Switzerland now, coming across like a right paranoid weirdo, confirming in writing all hidden charges and terms and conditions, with registered mail (like I do now), and when asked why, can calmly explain that they are just being adult.

Personally, I think it makes life easier for all parties when people go that extra mile to make people aware of the not so obvious. In my industry, we have a thing called ethics, it is part of the qualification and it is part of the way we have to conduct business. It is lacking here, because we're all too immature.
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Old 05.03.2013, 14:17
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Re: CSS is terrible and dishonest

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I don't have problem, the OP does.

Well done you, sadly, you are not the world and we are not all as perfect as you Busby.

Just because many of us like to have a whinge about poor practice, and are used to a bit more help from the companies who sell their services like this, doesn't mean everyone is a moron.

As mentioned, lesson learned and the OP will make sure they ask various questions in any transaction in Switzerland now, coming across like a right paranoid weirdo, confirming in writing all hidden charges and terms and conditions, with registered mail (like I do now), and when asked why, can calmly explain that they are just being adult.

Personally, I think it makes life easier for all parties when people go that extra mile to make people aware of the not so obvious. In my industry, we have a thing called ethics, it is part of the qualification and it is part of the way we have to conduct business. It is lacking here, because we're all too immature.
Quite frankly, having heard of some of the bullying and intimidation tactics undertaken by service providers in the UK, this practise is pretty much universal. No-one wants to lose a client and will make it as bloody difficult as possible, especially if the customer is not fully aware of his/her rights and the contract conditions.
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Old 05.03.2013, 14:21
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Re: CSS is terrible and dishonest

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Quite frankly, having heard of some of the bullying and intimidation tactics undertaken by service providers in the UK, this practise is pretty much universal. No-one wants to lose a client and will make it as bloody difficult as possible, especially if the customer is not fully aware of his/her rights and the contract conditions.

I had one such issue with O2 actually, but otherwise, no such issues in the UK.

Of course its not an issue associated wholly with Switzerland and the rest of the globe is perfect. But these topics are so common here, across so many service industries, that clearly it is quite commonplace.

I have no idea why people get so defensive about it. It is what it is. We're really not trying to insult anyone or the country or whatever. Likewise, we're still here, so we obviously like a lot of the other stuff.
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Old 05.03.2013, 15:30
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Re: CSS is terrible and dishonest

It is nice that some people here had good service from CSS. I haven't

Before I changed the provides I contact them and made a quote as if I was a new client and the quote for the same plan was 50chf cheaper . When I asked them if I could change to that offer they refused

Before that when I didn't speak any German they pushed accident insurance on me even though it was covered from my work. Like some people here said, I am grown-up and I should know what I am signing. But I still think these practice are dishonest. Just a cheap car-sales technique.

I do agree that the fault is on the new provider, and they will sort it out. But I just think it is a bit too much that I have to understand everything here so people don't ride on my wallet. I have already been Switzerlanded before with SBB, when I was buying a monthly GA 70chf more expensive then it should have been. At least I got a 2k refund after complaint.

Anyway, I still stand by my claim and I don't think CSS provided me a good service and I find them dishonest. For some people that may be a service to try to push on client as much service as possible.

but kike someone said it is just a 200chf lesson
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Old 05.03.2013, 15:48
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Re: CSS is terrible and dishonest

I have been with CSS for more than 2 years. From my experience they are a good company, I know that there are cheaper ones but I'd rather have good service than saving a couple of bucks.

The best thing in my opinion is that I dont have to pay everything myself first and then bill CSS for it, and also the fact they most of the time they pay me the money in a fast manner (to pay the doctors) so its within the billing deadlines.

May I ask what is the new company that you are joining?
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Old 11.01.2016, 11:57
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Re: CSS is terrible and dishonest

I had a similar situation.
When I arrived to Zurich I was told I need to have mandatory insurance. I have contacted CSS and made a contract with them. I was not accurate (or they were not very precise and tried to cheat on me) but I got some additional supplementary insurance, even I was telling them I want to have only mandatory plan. At that moment I honestly believed I got only mandatory plan.
After 2 years, in January 2015 they cancelled this Student mandatory plan and I had to switch my mandatory insurance to the one from SwissCare.
Surprisingly, CSS did not cancel my supplementary insurance.
I did try to cancel it, I contacted your CSS in beginning of 2015. But I was told that I can cancel only in the end of the year.
Then in September 2015 I wrote a letter to cancel insurance.
I was told by CSS specialist to write the phrase "I would like to cancel my insurance for the 31st of December 2015 with you" and send it to SCC by post. I did not know that I have two different supplementary insurance plans and my aim was indeed to cancel everything together. And he did not tell me anything as well.

After that, I have called to the CSS call center several times to check if my contract was finally canceled, and every time I was told that everything was canceled.

Now it appeared that I had actually two different supplementary plans, one for health and second for household, I misunderstand that. But I am also very confused that nobody explained me that, when I was contacting to the CSS specialists.

I would strongly discourage people to apply for CSS insurance.
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Old 11.01.2016, 12:36
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Re: CSS is terrible and dishonest

Always read the things you are signing, at least the title and the cancellation rules, you signed 3 different contracts. It takes a few minutes i will never understand the motivation to not do it.
The fact that you changed mandatory insurance doesn't affect supplementary and other insurances, you can have these from different insurers.
Call centers are not very helpful imho, better to use the online services to see exactly what contracts you have activated etc.
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