Dear Gina,

At first thought, I'm not sure that a punch in the face will get your money back, but when I hear glocals members and some of my customers tell me what they have been through, like you, with some companies, I would think the same.

Maybe this is just a communication problem which sadly often happens with expats.

I suggest you give me a call or email and I will see if I can be of any help for you.

cheers

Aymeric, Glocals agent 

Hi Gina.

Firstly. I'recommend you to terminate the assurance contract (after getting your money) and go to Zurich insurance (this is no promo, only my personal experience with 4 different insurance companies in CH).

Then. One option (the one I usually do) is to call to the customer service department (usually these calls are been recorded for "training purposes", perhaps not. Tell the rep you will record it also for your "own purposes"). The first thing you ask is the name of the rep (they hate it, some might just hang up). Then you tell him/her that you will email the minutes of the call to them. And then you start drilling down to the core: Here's my problem, what are you going to do about it? -I don't know (or whatever). Ok, who can help me, the name please (only once you get the name - can be difficult - ask to be connected). Always go down to details: who? when? how? what if not? Get as much personal information (names, numbers, email), they hate it all, but as a) you know the rep's name, potentially the managers name and b) they know this all is been recorded you'll have the upper hand. This takes some time, but it actually works. The best results obviously when all this is done in french.

The second option (what some of my friends prefer) is pretty effective, but costly: contact one of the biggest law firms in town and ask them to send just one letter to assura. Based on what I hear it will cost you a couple of hundred francs (??), but you'll get your stuff fixed quickly along with an apology and a box of chocolate... :)

Personally I've done #1 with various companies. And with good results. And as a bonus I take it as a free entertainment! In all industries, like telecommunications, insurance,  cable tv, law, regie...

Feel free to ping me if you need more assistance.

Risto

@Risto: Zurich insurance is not a health insurance company......  We are not talking about car insurance...

Writing down all the people you have had in contact with dates and phnes number is a good thing and may help for later.

However, many choose to go with Assura as their prices are really low, but as for many things, low prices means no services.

So I don't think she will be willing to contact one of the most expensive law firm for few hundreds francs, just to get few hundred francs back........

Ok Assura is a little bit more peaky about documents and reimbursments take sometimes longer to come, but for Gina it might just be a matter of missing document, proof of payment, or simply missunderstanding before she can be reimbursed.

Gina:

1. I also use Assura for my basic health insurance. My experience with them is that:

- if you follow their processes exactly, with the right documents, they work very well. 

- if they didn't pay you back what they should have, there's a reason for it. They don't just decide not to pay. Maybe a doc is missing, maybe they don't understand something. 

2. If Aymeric (who is the glocals insurance agent for several years) is willing to help you speak with Assura, I'd take him up on his offer. Maybe he can understand why they didn't reimburse you and what you need to do to get the money. 

Good luck!

Nir

Thank you for the replies!i ll see them personally and lets see what... and i am pretty considered that they dont work well. I dont want to go into details because it would f... up an other beautiful day in my precious life:) thx again