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Sanitas services for Preference customers

Preference services

We’re here to help whenever you need us. Not just when you’re sick, but with any health-related matters. If you have a question or health-related issue, please contact your personal customer advisor.

You are a Preference customer when you’ve taken out semiprivate or private supplementary hospital insurance. Your personal customer advisor will be happy to help you with your inquiry. They are also your point of contact if you’d like to take advantage of one of our numerous free Preference services.

Personal customer service

If you have any questions or would like to take advantage of one of the Sanitas Preference services, contact your personal customer advisor. They will provide advice in line with your requirements. If your personal advisor isn’t available, another Preference advisor or the Preference customer support team will be glad to help and ensure your inquiry is dealt with as soon as possible.

Direct connection with the Sanitas Portal app

If you don’t have the direct number of your customer advisor to hand, just open the Sanitas Portal app. You’ll find the Chat button on the first page. Here you can put your question to the customer support team or get put straight through to your customer advisor.

Priority Access: faster access to a specialist

Specialists are sometimes booked out for months in advance. As a result, you might have to wait ages for an appointment while suffering from severe pain. With Priority Access you can be sure that this isn’t the case. Your personal advisor will arrange an appointment for you with a specialist in next to no time.

Hospital Extra Liberty | Hospital semiprivate
Appointment with a specialist within seven days

Hospital Top Liberty | Hospital private
Appointment with a specialist within three days

If you’ve opted for a family doctor model for your basic insurance, then please always consult your family doctor first.

Independent second medical opinion

It can be a good idea to request a second medical opinion when you’re faced with the prospect of a far-reaching and complicated medical procedure.

For instance:

  • If you’re suffering from a prolapsed disc and are advised to undergo an operation.
  • If you suffer from joint arthrosis and your doctor recommends joint replacement surgery.
  • If you suffer from cardiac arrhythmia and are due to be fitted with a pacemaker.

Opinions are often divided when it comes to elective surgery, which means there may be a better solution out there which is more tailored to your individual needs.

You choose

Your first point of contact is always your personal advisor. Your personal advisor coordinates with your medical care advisor. Your medical care advisor contacts you for a phone consultation. You explain the situation and choose whether you want a second medical opinion by phone, in writing or in person.

Our partner

We offer this service in cooperation with our partner Medgate, the Hirslanden Private Hospital Group and the Swiss Medical Network.

Family room after childbirth

Most hospitals with a maternity ward offer family rooms. However there aren’t many available and they’re in great demand. Wherever possible, we’ll help organise a family room for you and cover the costs of accommodation for an accompanying person. This gives you the opportunity to spend the first days and nights together with your newborn in the protected environment of the hospital.

Important: make sure you contact your personal customer advisor as soon as possible if you’d like to use a family room after the birth.

Peace of mind on admission to hospital

A stay in hospital always involves organisation. Your customer advisor will be happy to help you arrange your stay, starting from helping you choose the best hospital, doctor and method of treatment right through to organising your trip to hospital.

Excellent care

You also receive personal support when you’re in hospital. Just ask your advisory team if you need any help or advice. You can enjoy exclusive Preference benefits in selected partner hospitals of the Swiss Medical Network, such as:

  • Personal contact in the hospital
  • Peace to recover in a single or two-bed room
  • Overnight accommodation for a guest
  • Free WLAN in your room

Getting home and back on your feet

After hospital treatment you need peace and time to recover. Your personal advisor can help organise your journey home and any follow-up treatment required. Do you need help around the house? Here, too, your advisor will be happy to find a solution for you.

Liberty Option: choose the ward before admission to hospital

Liberty Option is available for all three Sanitas supplementary hospital insurance plans: Hospital Standard Liberty (general), Hospital Extra Liberty (semiprivate) and Hospital Top Liberty (private). It’s simple: this option allows you to choose the hospital ward each time you’re admitted to hospital. We’ll be happy to help you decide before each hospital stay whether it makes sense for you to change ward.

Switching to a higher category ward

  • From the general to the semiprivate ward: Sanitas covers 75% of the costs, max. copayment CHF 10,000
  • From the general to the private ward: Sanitas covers 50% of the costs, max. copayment CHF 20,000
  • From the semiprivate to the private ward: Sanitas covers 75% of the accommodation, nursing care and treatment costs

Switching to a lower category ward

If you have to stay in hospital for only a very short time or are due to undergo a straightforward procedure, you may want to downgrade from the private or semiprivate ward to the semiprivate or general ward. If you switch to a lower category ward, Sanitas will reimburse you up to CHF 2,500.

SRC living will: free consultation and filing

A living will allows you to state your personal preferences if there comes a time when you’re no longer able to communicate them. You can file your living will securely and confidentially with the Swiss Red Cross (SRC).

Free service for Preference customers:

  • Advice and support in drawing up your living will.
  • Option to update an existing living will.
  • Your living will filed securely and confidentially with the SRC.
  • Sanitas does not have access to your living will.

If you want to take advantage of this service, you can contact the SRC directly on their freephone number. Important: Don’t forget to mention that you’re insured with Sanitas. This offer is available until August 2023.


0800 998 844

Monday to Friday 8 am to 12 pm

Sanitas Assistance: fast help abroad

Before a trip you can contact Sanitas Assistance for information on the entry and vaccination requirements for your destination. And during your trip you can rest assured that Sanitas Assistance offers fast and straightforward support In the event of emergencies abroad.

Sanitas Assistance will organise

  • Medical care on the spot and purchase of medicines
  • Commitments to cover costs and advances in case of emergencies abroad
  • Notification of your next of kin, if requested
  • Medically necessary transportation, including safe transport back to Switzerland
  • Accompanied journey home for your children
  • Travel and hotel accommodation for a person of your choice if you are unable to travel home
  • Repatriation of a deceased person  

Important: For Sanitas to be able to cover the costs of treatment abroad, you must always contact Sanitas Assistance in an emergency. If this isn’t possible, you must contact Sanitas Assistance afterwards within 10 days.

Sanitas Assistance

+41 44 446 47 47