Terms of Use

Version , 13.09.2022

1 General

The Sanitas Portal (web) (hereinafter: Portal web) and the Sanitas Portal app (hereinafter: Portal app) are available free of charge and are operated by
Sanitas Management AG
Jägergasse 3
8004 Zurich
(hereinafter: “Sanitas” or “we”).

These terms of use inform users about the scope of application, liability and responsibilities.

Use of the Portal web and Portal app and their contents requires the express consent of users prior to use and takes place the first time users log in.

In individual instances or if a specific service is used, these terms of use may be supplemented, modified or replaced by additional terms and conditions.

The Portal web can be used only by insured persons.
The Portal app can be used by insureds and non-insureds. For access to the Portal web and the Portal app, Sanitas differentiates between insureds with individual contracts and insureds with family contracts. Insureds with individual contracts and the person with primary responsibility in a family contract (head of family) will be referred to as “main users” below. All other members in a family contract will be referred to as “additional users”. Where used alone, the masculine form refers to all genders.

Sanitas makes certain information available to view or download in the Portal web and Portal app and offers specific services.
Sanitas reserves the right to change the functionality and design of the Portal web and Portal app at any time.

2 Signing up

To use Sanitas services in conjunction with the Portal app, users must first download and install the free app from the App Store or Google Play. To download the Portal app, users must agree to the terms of the relevant store.

Both insureds and non-insureds can sign up for the Portal app. Access to the “Insurance” and “Payments” areas and to the Portal web is available exclusively for insureds, and access must be requested by the policyholder as main user.

Upon signing up, Sanitas sends the main user a token (access key) by post. This token can be entered when logging in. Doing so verifies the customer account and activates access to services that are reserved for Sanitas insureds. Alternatively, users can choose to verify their details directly online, where a password can be set directly on signing up.

For new customers: On signing up in the Portal web, Sanitas sends the main user an initial password (by email, text message or letter). This initial password must be changed the first time a user logs in to the Portal web or Portal app and it must consist of at least 8 characters, including a combination of upper-case and lower-case letters and at least one number.

The main user can activate access to the Portal web and the “Insurance” and “Payments” areas in the Portal app for all family members of legal age using individual access data. Following activation, the family member receives an email with an access link and initial password. If the family member already has an account, access is simply activated – an email with the access link and initial password is not sent.

Once they have signed up, the Portal web and Portal app can be used in full by all insureds of the Sanitas Group (Sanitas Grundversicherungen AG, Sanitas Privatversicherungen AG) from the age of 18.

The following details must be provided when signing up for the Portal web or the Portal app:

  • First name, surname (web only)
  • Email address
  • Date of birth (web only)
  • Mobile phone number
  •  Customer number (existing customers only)

Main users can sign up during the application process, on the sanitas.com homepage or directly on the Portal web log-in page. All users can sign up for the Portal app, but only the main user can sign up for the “Insurance” and “Payments” areas in the app and for the Portal web or activate these areas for additional users.

3 Access to the customer portal and Portal app and provision of correspondence

For access to the Portal web and Portal app, users have to enter their personal customer number or personal email address.

On signing up for the Portal web, the main user automatically receives all documents relating to him and any co-insured family members (e.g. premium invoices, policies) electronically via the Portal web and Portal app. This does not apply to documents for which only postal delivery is possible for legal or technical reasons (e.g. debt enforcement proceedings). Insurance documents for the last two calendar years can be viewed in the Portal web and Portal app. Documents dating further back can be requested from the customer service team.

Family members who have registered as additional users are granted unrestricted access to their own contract data and can view their personal interactions with
Sanitas.

4 Conditions for functions in the Portal web and Portal app

The functions in the Portal web and Portal app listed below are partly dependent on the insurance contracts concluded with Sanitas (e.g. portal messages, Cover Check). Furthermore, not all insurance contracts can be displayed in the Portal web and Portal app, which means that in some cases not all the functions are available.

4.1 Separate conditions in the Portal web

4.1.1. Portal messages and messenger

Portal messages and messenger queries are answered by the Sanitas customer service team during business hours.

4.1.2. Payments

The main user is informed about incoming invoices by email. He can view the invoice documents of all co-insured persons in the Portal web or Portal app. The following payment options are available:

  •    LSV+ bank direct debit
  •    Debit Direct
  •    Paying-in slip
  •    E-billing
  •    Credit card/TWINT/Apple Pay

Invoices can be paid automatically and without delay via LSV+ and Debit Direct. Payments made by LSV+ and Debit Direct can be revoked in writing within 30 days.

If “Paying-in slip” is chosen as the method of payment, the invoice and paying-in slip are made available to the user in the Portal web or Portal app as a PDF or the invoice data is available to copy in the Portal web. If invoices are paid by paying-in slip, there may be delays in the status display due to the debiting process of the relevant financial services provider. This means that it can take up to one day after making the payment for the payment status to change or the “Pay now” button to be hidden.

The credit card/TWINT/Apple Pay types of payment are only available to users of the portal who do not receive physical (postal) correspondence from Sanitas, i.e. all Portal users who receive all their Sanitas correspondence electronically via the Portal web or Portal app.

Credit card details are stored with the e-commerce contractual partner SIX Payment Services AG, Hardturmstrasse 201, 8021 Zurich, without the involvement of Sanitas.

The payment mode and payment method can be changed under “Edit profile”. Changes made to the payment method are only taken into account with the next invoice. The new payment mode cannot be used for any amounts that have already been invoiced.

4.1.3. Cover Check

A Cover Check query does not ensure legal entitlement to the payment of a subsequent claim (applies in particular to restrictions and/or the suspension of benefits). All information from the Cover Check is supplied without liability and subject to change.
Sanitas accepts no liability for incorrect, incomplete or outdated information. The information published is provided on the basis of the contractual information valid on the current date, the general terms of insurance and the applicable supplementary terms for the relevant insurance plans.

4.1.4. Medical hotline

The medical hotline is not an emergency number. The medical advice is provided by external partners. Sanitas accepts no liability for the medical advice provided by the hotline.

4.2 Separate conditions in the Portal app

4.2.1. Portal messages and chat

 See section 4.1.1

4.2.2. Payments

See section 4.1.2

4.2.3. Vaccination pass

The digital vaccination pass does not replace the physical vaccination record and has no official accreditation. You must still keep and store your physical vaccination record in a safe place. Only the physical vaccination record provides evidence of the requisite vaccine protection. It does not suffice to record vaccinations solely in the digital vaccination pass of the Portal app.

The vaccination pass in the Portal app can only be used to record primary vaccinations recommended in accordance with the current Swiss vaccination schedule.

People using the vaccination pass in the Portal app do so entirely at their own risk. The vaccination pass in no way replaces medical consultations or personal advice on requisite vaccinations.

4.2.4. Cover Check

See section 4.1.3

4.2.5. Medical hotline

See section 4.1.4

4.2.6. Health area

The health area is available to all users of the Portal app. The functions available depend on the user status (insured, non-insured). The same applies to the communication channels offered (e.g. telephone, chat, email) - these can also vary depending on the user status. The chat function and other communication channels are managed by the Sanitas customer service team during business hours.

The health area contains offers from third parties. If these offers are certified medical products, they are clearly marked with the name of the manufacturer and the CE number associated with the certification. Sanitas assumes no liability for the medical content of these services, provided that
it is not the manufacturer of these products. Use of all third-party offers is at the user’s own risk.

Points and other awards (e.g. medals) can be collected in the health area. Users are not entitled to monetary compensation for the credit collected. Sanitas reserves the right to define the value of the points differently depending on the customer relationship and to adjust the value of the points at any time. Points cannot be exchanged for cash. The points are not transferable.

Users have no legal entitlement to these credits. Sanitas reserves the right to temporarily stop issuing credits, particularly in case of force majeure, technical problems and/or system failures. Credits which couldn’t be issued as a result of these or similar cases will not be issued at a later date. Likewise, credits displayed in the Portal app in the event of the above cases are not binding and users have no legal claim to these credits.

Personal recommendations provided by the personal assistant Alva do not represent explicit calls for action. They are proposed as possible options on the basis of the registered user behaviour and the available data. Sanitas accepts no liability for personal recommendations where the results are not in the user’s interest. Recommendations do not release users from their own responsibility.

4.2.7. Active function

Use of the Active function is optional and voluntary. This function allows users to track their exercise or check in to a sports offering by connecting to a data source (fitness tracker, smartphone or health app). Users have the opportunity to reach an individual daily target and be rewarded with a virtual coin. In this way, Active motivates users to lead an active and healthy lifestyle.

The Active function saves specific health and exercise data to be accessed as and when necessary. The exercise data is obtained from the connected third-party sources in cooperation with mHealth Pioneers GmbH, Körtestraße 10, 10967 Berlin. Sanitas assumes no liability for the accuracy and correctness of this data. Historical data will not be available indefinitely.

Synchronisation of Active data with data from other applications (Apple Health, Google Fit, Fitbit, Garmin, etc.) is only possible for data from the last 14 days.

The Active function can also be used without linking to a tracker or health app (therefore without movement tracking).

To check in at a sports venue, the location must be released. The Active function (without Sports Check-in) can still be used if access to the location data is denied.

On reaching the individual daily target set by Sanitas, the user is credited with a coin. The daily target can be changed by Sanitas at any time.

Users are not entitled to monetary compensation for the credit collected. Sanitas reserves the right to define the value of the coin depending on the customer relationship and to adjust the value of the coins at any time. Coins cannot be exchanged for cash. The coins are not transferable.

There is no legal entitlement to the accumulated credit. Sanitas reserves the right to temporarily stop issuing credits, particularly in case of force majeure, technical problems and/or system failures. Credits which couldn’t be issued as a result of these or similar cases will not be issued at a later date. Likewise, credits displayed in the Active function in the event of the above cases are not binding and users have no legal claim to these credits.

When the user has collected sufficient coins, these can be redeemed as vouchers our partner companies. Terms and conditions of the partner companies apply on redeeming vouchers. Only Sanitas insureds can exchange their coins for vouchers.

Additional coins can be earned during challenges. Participation in challenges is voluntary and open to all users.

In case of a medical condition or heart problems, a doctor should be consulted before using the Active function, taking part in an exercise program or changing diet. In case of a medical emergency occur, contact a doctor or other healthcare professional. The same applies to specific questions about treatment, care or complaints.

Use of the Active function is solely at the user’s own risk. Likewise, Sanitas assumes no responsibility for health problems resulting from exercise programs or recommendations in the app.

5 Rights of use to information, software and documentation

Use of information, software and documentation made available on the Portal web and Portal app is subject to these terms. Separately agreed licence terms, for example for software downloads, take precedence over these terms of use.

Sanitas grants all users non-exclusive and non-transferable rights to use the information, software and documentation made available in the Portal web and Portal app to the extent agreed or, in the event of no such agreement, in a manner consistent with the purpose intended by Sanitas in the act of providing and making this information, software and documentation available.

Users may not at any time sell, lease or otherwise make available to third parties the information, software or documentation. The information, software and documentation are protected both by copyright laws and other laws and agreements pertaining to intellectual property. All users are obliged to observe these rights.

6 Intellectual property

Information, brand names, design and other content of the Portal web and the Portal app may not be modified, copied, duplicated, sold, leased, traded, used, supplemented or otherwise exploited without the prior written consent of Sanitas.

Apart from the usage rights or other rights granted expressly to the user in this document, no further rights of any kind, particularly rights to the company name and industrial property rights such as patents, registered designs or trademarks, are granted to the user, nor is Sanitas obligated to grant any such rights.

If users post ideas and suggestions in the Portal web or Portal app, Sanitas is entitled to use these free of charge for the purpose of developing, improving and selling products in its portfolio.

7 Obligations of all users

7.1 Basic obligations of users

Users may only use the Portal web and Portal app lawfully and in particular may not

Contravene the rules of good conduct

  • Infringe industrial property rights, copyrights or other property rights
  • Transmit content containing viruses, Trojan horses or other programs that can damage the software
  • Enter, store or send hyperlinks or content without authorisation to do so, particularly when such hyperlinks or content violate confidentiality obligations or are unlawful
  • Distribute advertising or unsolicited emails (spam) or unfounded warnings of viruses, malfunctions and so on
  • Invite participation in competitions, snowball systems, chain letters, pyramid schemes and similar campaigns
  • Use the Portal web or Portal app for commercial purposes
  • Manipulate functions and content of the Portal web and Portal app and any data.

7.2 Other duties of care

Log-in details for the Portal web and Portal app must be kept secret and protected against improper use by unauthorised persons. Passwords must not be written down or left in unprotected form on a terminal. Users bear all the consequences of unauthorised use of their identification details.
Sanitas assumes no liability for any direct, indirect or consequential damage incurred by the main user or additional users in a family as a result. If users suspect that an unauthorised third party has access to their identification details, they must change their password immediately and, if necessary, ask Sanitas to block access to the Portal web and Portal app.

The main user is obliged to check their inbox in the Portal web or Portal app regularly. It is the main user’s responsibility to pay any invoices received via the Portal web or Portal app on time using one of the modes of payment listed in section 4.1.2.

Any changes to the residential or email address, bank/postal account and any other personal data must be recorded immediately by the main user in the Portal web or Portal app. Any correspondence sent by Sanitas to the postal or email addresses saved in the Portal and Portal app shall be deemed legally valid. Sanitas is not liable for circumstances resulting from the omission or late notification of changes subject to the notification obligation. 

If users download documents from the Portal web or Portal app to their end device, they are responsible for ensuring the necessary security on their end device. Sanitas accepts no liability for direct, indirect or consequential damage arising from this – neither for the main user nor for any other user in a family.

Access to the Portal web is via the Internet. Users bear sole responsibility for the security of their devices. Sanitas accepts no liability for unauthorised access, data loss, etc. in the Portal web as a result of inadequate security precautions on a user’s device and for any direct, indirect damage or consequential damage incurred by the user as a result – neither for the main user nor for any other user in a family. Once a document leaves the protected area of the Portal web or Portal app, Sanitas is no longer responsible for its security.

Sanitas is entitled to block access to the Portal web and Portal app at any time, particularly if the main user and/or additional users violate their obligations under these terms of use.

If a user breaches these terms, Sanitas reserves the right to claim for compensation for any damages incurred and to initiate legal action. The main user is additionally liable for the other users authorised by him.

8 Blocking access

Both users and Sanitas may block access to the Portal app at any time for violation of the terms of use or for technical reasons and without notice.

Both the main user and Sanitas may block access to the Portal web and to the “Insurance” and “Payments” areas in the Portal app at any time for violation of the terms of use or for technical reasons and without notice.

Access to the Portal web and to the “Insurance” and “Payments” areas in the Portal app is automatically blocked if the entire family’s insurance relationship with Sanitas is terminated.

If the main user’s access to the Portal web and the “Insurance” area in the Portal app is blocked, access is also blocked for all other family members.

The main user has the right to block the access of another user in the family that he activated by deactivating their account.

9 Hyperlinks and advertising

The Portal web and Portal app may contain hyperlinks to third-party websites. Sanitas assumes no liability for the content of these websites, nor is the company responsible for the content and information made available there. Use of third-party websites and content is at the user’s own risk. Sanitas reserves the right to advertise its products or those of a third party in the Portal web and/or Portal app.

10 Disclaimer

The information provided by Sanitas in the Portal web and Portal app is carefully reviewed, updated and made available at regular intervals. Nevertheless, Sanitas cannot guarantee the accuracy, completeness, suitability and topicality of the information conveyed and functions provided by the Portal web and Portal app. Furthermore, Sanitas assumes no liability for the uninterrupted availability of the Portal web or Portal app.

Obvious errors and deficiencies of the Portal web and Portal app can be reported to
info@sanitas.com.

However, if the Portal web or Portal app malfunction, Sanitas cannot always offer support. Likewise, Sanitas shall not be liable – to the extent permitted by law – for any material or immaterial damages arising from use of the Portal web or Portal app or due to a technical fault.

Data exchange with Sanitas within the scope of the functions made available by the Portal web and Portal app takes place via a state-of-the-art Internet connection which complies with current security requirements. Nevertheless, Sanitas cannot assume any liability for functionality or the absolute security of data transmission.

To the extent permitted by law, Sanitas assumes no liability for material defects and defects of title. Furthermore, any liability of Sanitas, particularly for consequential damages, is excluded, unless liability is compulsory by reason of, for example, deliberate intent; gross negligence; violation of life, body or health; the assumption of a guarantee of quality; fraudulent concealment of a defect; or violation of material contractual obligations. However, damages for the violation of material contractual obligations are limited to typical, foreseeable contractual damages, except in cases of deliberate intent or gross negligence.

Although Sanitas always strives to keep the Portal web and Portal app free of viruses, it does not guarantee the absence of viruses. Before downloading information, software and documentation, the user should take appropriate security precautions and scan for viruses, for their own protection and to prevent viruses in the Portal web and Portal app.

The Sanitas Portal app is not designed to diagnose, treat, cure or prevent illnesses. Advice from independent, well-informed medical experts must be sought for the provision of reliable diagnoses, treatment of any kind of complaint and the application of any medicine-based therapy. For specific questions on treatment and care or in case of ill health, please contact a doctor or other medical expert. Sanitas assumes no liability in this respect.

11 Final provisions

Sanitas accepts no responsibility for the fact that information, software and/or documentation on the Portal web or Portal app may be viewed or downloaded at locations outside of Switzerland. If users access the Portal web or Portal app from outside Switzerland, they alone are responsible for compliance with all applicable local laws. Access to information, software and/or documentation on the Portal web and Portal app from countries where such access is unlawful is prohibited. In this case and where users seek to do business with Sanitas, they should contact a Sanitas representative in Switzerland (info@sanitas.com).

Sanitas reserves the right to make changes to or stop the Portal web and Portal app at any time and without prior notice. We may also change these data privacy rules at any time. Changes will be indicated appropriately and the consent of users sought.

If individual clauses of these terms are or become invalid, the validity of the other terms shall not be affected.

All questions and disputes in connection with the Portal web and Portal app are subject exclusively to Swiss law with the express exclusion of any conflict-of-law provisions. The place of jurisdiction is Zurich.

In case of doubt and/or conflict between the German, French, Italian and English versions of these terms, the German text takes precedence.

The most important changes in brief

•  Adapted to the new navigation structure of the Sanitas Portal 

•  Terms and conditions for the Active function integrated (Available from 30.09.2022)

•  Content adjusted and simplified

I confirm that I have read and accept the data privacy policy.