CSS Reviews 

Warning to any expats considering CSS, if you have a viable alternative, don’t. The level of service is as poor as gets. Cancellation on leaving the country is the most difficult of any of the insurers I had to deal with, despite a clear steer from the KVG.

The sales process included being invited to attend an insurance review at a CSS office. The next step was being sold supplementary insurance based on verbal information. After the meeting it was required to sign documents at the reception desk without being given copies or the opportunity to review, translate the documents, ask questions or consider other options. Subsequently, it was discovered that important information in the documentation was not communicated in the meeting or was incorrect. At every step, it becomes apparent that many questions need to be asked due to the limited customer service. For anyone who is vulnerable (expats, elderly, unwell) it is not recommended to attend meetings alone at CSS offices and to be very cautious in any dealings with CSS.

Extremely disappointing experience with CSS – lack of transparency. My recent experience with CSS has been extremely frustrating, particularly because of the way administrative rules and procedures are communicated — or, more accurately, not communicated.
I was recently informed that an additional bon de délégation is required for hospital treatment, even when the treatment has been prescribed by a specialist who already has a valid delegation.
The problem is not necessarily that such a procedure exists. The problem is that this requirement had never been clearly communicated to me beforehand. There was therefore no reasonable way for me to know that an additional administrative step was required.
Instead, the customer is informed after the fact, with a warning that the situation will be accepted this time but that it will be the last time. This effectively means that a customer can be held responsible for failing to comply with a requirement they were never properly informed about.
This is particularly concerning when dealing with medical treatments and potentially very significant costs.
Rules and procedures can change. That is understandable. What is not acceptable is introducing or applying new administrative requirements without clearly informing customers in advance, and then warning them about possible financial consequences afterwards.
A health insurance provider should communicate changes that can affect coverage clearly, transparently and before the customer is expected to comply with them.
Customers should not have to discover new administrative requirements only after receiving a warning that the next time they may have to bear the consequences financially.
CSS should seriously improve the way it communicates changes to its insured customers. Transparency and timely communication should be fundamental when people’s medical coverage and potentially substantial costs are at stake.

Last year because some health issues we had to cancel a trip and we lost a lot of money, this year I bought a travel insurance with CSS for our family trip to Venezuela this summer in case of anything. Unfortunately because the 2 earthquakes hitting Venezuela we had to cancel our trip and CSS is telling that they don’t cover anything related to trips to Venezuela…very convenient!!!! Why they don’t prevent anything before selling the insurance!

They aren't covering what they are supposed to cover by law.
They're making extremely difficult to get treatment recommended by legit doctors.
Their council doctors do not comply with medical ethics, they will decline any treatment without even consulting and don't even have the courage to release their names.
This insurance is a scam.

Even signing up is a disaster! You would think they would make it easy to enroll, since they charge extortionate prices and would want the money, but they do not. They have given me contradictory information, they say I am insured but the documents will take weeks, they ask me to do things that I cannot do because I do not have those same documents... And when I get in touch with them they just try to up-sell me! First actually sell me what I "want" to buy and then we can talk.

If you take over a companys payroll system, get the data from them, they want so much information and with data protection as bad as it is, no one wants 20 messages..4 phone calls .. 20 emails, and then they want to charge you £15 or $20 for administration fee ..I should charge them for nuisance calls and harassment.

Made a mistake had double insurance. They were super helpful and reimbursed without discussion.

Don't be fooled by the extra payments for children, because they don't give you anything...be careful

Requested authorization for a very important neurological visit. They keep postponing ( I cannot take the visit without prior authorization …) and coming up with additional requests whose only purpose is to find items they can exclude from the coverage. And this seems to be the standard ( glasses? Sorry we won’t refund it because the diopters are not properly indicated on the invoice etc etc)during this year which was my first with them for supplementary health insurance. And it’s going to be the last most definitely. Stay away if you do need real service

2 reason i gave negativ point,365 app not accurate and after connect costumer service problem is not solved on the way i expect,apple „activity tracker“ against their product simce to not collaborate well.
2nd after visited by other insurance expert and check the insurance policy found many tricks,so as fast i can i will change this company for another.

We are expats in CH. Many things were new to us.
We went to CSS for our first insurance, and CSS used this to sell us what we don't need.
For example, they told us that Swiss medical insurance doesn't work in EU (spoiler, it does!), and that we need a special option to extend the coverage. They sold us a "hospital insurance" too, which was optional.
If you get those "optional" insurances, it's extremely and unbelievably hard to get rid of those! I sent them a letter in October 2023 to cancel them, but I got a reply that they will do it only in 2025!
Even after the cancellation, they still send me the bill for 2025 with all optional insurances included! I spoke already with 5 different CSS employees, and the solution they proposed was to pay all extras, and they will refund me my money in 2026 :)

Why 2 starts then? Because I failed to find any single medical insurance company in CH, which works honestly. It all looks and feels like scam to me. I give them a new iPhone every months for my family, and I get only greed and incompetence as an invoice.

Terrible customer service. First of all I was told the waiting time was less than 2 minutes, it took 15 minutes. The lady who answered my call was adement that my issue was not covered by my insurance and I needed to take out extra cover (to find out afterwards that it was covered under the grundversicherung). I was not happy and called back, another 15 minutes, I then chose a call back at 17.00. They did call back but there was nobody on the other side and the call got disconnected. Stupid as I am, I called again, waited another 15 minutes (after being told again waiting time is less than 2 minutes) and put the phone down. This kind of service is not acceptable for the amount of money we pay every month.
I made an appointment for a call back this morning, 18th, but nobody called. The worst service ever.

I am constantly being scammed by them. They make so much money with their fee's and 99% of staff is from finance. All they do all day is thinking about ways to pay less, earn more while holding up this mask of "we want you to be healthy".

Very incompetent employees . During the six months they are sending me the invoices for the basic insurance that was cancelled in legal delay. After many letters and calls they still can't fix this problem as apparently client service don't cooperate with accounting department .

The customer support is horrible and it is impossible to contact even your personal edvisor, they are very unorganized for the money they ask you to pay monthly, I wouldnt reccomend it to anyone.

I left a good review for this company a few years ago. I'd not want to think about how many years I've used them but, no more. I left a voicemail to receive a few minutes later an email saying "I tried to call you but no answer" They didn't try to call me back, they just said "tried to call". Then, I waited until the my main contact returned from leave but she didn't contact me as promised. I then called her but she ignored my question. Then today they send me a price increase. Price up and service down. NO WONDER THEY HAVE 83% NEGATIVE FEEDBACK!

This is the worst service I have ever witnessed. In three months, they have not replied to any of my emails and when someone finally picks up the phone, they tell me they have no idea what is happening with my dossier even if they had received all documents from me. I would suggest looking for any other company, this one is extremely bad!

It's the worst company I had experience.
They will not provide necessary information / documents for 13 months and never support you .They only care to get your money in time !

CSS they work against their own costumers. If you foreign they gonna use it to put you on maximal cost. They are wicked, false and they use the low for a way to ruin you. RUN