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Contact & Services
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Contact & services FAQ – You have questions, and we have the answers
Stamp duty, claims settlement, e-banking – the world of insurance and banking can be quite confusing. But not to worry, we are happy to help. Here you will find frequently asked questions and answers. And if anything is still not clear, we are happy to be there for you personally.
How do I log in to the myBaloise customer portal?

For insurance contracts concluded online, you will receive access data to the “myBaloise” customer portal. If you have not received any access data, you can log in here to register. You already have an account but no longer have your access data at hand? You can go here to reset your password. We will also be happy to support you via email to kundenservice@baloise.ch.

Where can I find the login for the myBaloise customer portal?

You will find the login in the top right-hand corner of our website www.baloise.ch. Or use the direct access.

I am travelling abroad and need an International Motor Insurance Card (IMIC). How do I proceed?

You will receive the International Motor Insurance Card (IMIC) together with the other documents each time you change your contract and receive premium invoices for the next insurance year. Do you need a copy of your IMIC? You can find the IMIC in the download area of your account in the customer portal myBaloise.

What is a QR invoice?

The QR invoice refers to an invoice with an integrated payment part and receipt. The upper part of the QR invoice corresponds to a “normal” invoice, the lower part belongs to the payment part including the receipt that replaces the previous orange or red inpayment slip.

Where do I report a claim?

You have damage to your car? Or have you caused third-party damage with your vehicle? Simply submit your claim to us online. Or give us a call. We will be happy to help you by phone at 00800 24 800 800.

I have forgotten my username. What should I do?

Often, the username corresponds to the email address you entered during registration. If this is not the case for you, please contact us. Write to us or give us a call at 00800 24 800 800.

What is Baloise Mobile Banking?

Baloise Mobile Banking is your e-banking optimised for your smartphone. Whether you want to scan a payment, place a stock market order or check your account balance: with Baloise Mobile Banking, you always have access to your finances, even when you are on the move.

When registering / logging in to the myBaloise customer portal, I do not receive any SMS. What should I do?
  • Make sure that your device can receive SMS. Often a restart of the device will help.
  • Check the reception quality of your smartphone. Perhaps there is a temporary disturbance in the mobile phone network.
  • Check the displayed end digits of the mobile phone number we used to send the SMS. If they do not match your number, please contact us. We check the stored mobile phone number and adjust it if necessary. 
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How do I log in to the myBaloise customer portal?

For insurance contracts concluded online, you will receive access data to the “myBaloise” customer portal. If you have not received any access data, you can log in here to register. You already have an account but no longer have your access data at hand? You can go here to reset your password. We will also be happy to support you via email to kundenservice@baloise.ch.

Where can I find the login for the myBaloise customer portal?

You will find the login in the top right-hand corner of our website www.baloise.ch. Or use the direct access.

I have forgotten my username. What should I do?

Often, the username corresponds to the email address you entered during registration. If this is not the case for you, please contact us. Write to us or give us a call at 00800 24 800 800.

When registering / logging in to the myBaloise customer portal, I do not receive any SMS. What should I do?
  • Make sure that your device can receive SMS. Often a restart of the device will help.
  • Check the reception quality of your smartphone. Perhaps there is a temporary disturbance in the mobile phone network.
  • Check the displayed end digits of the mobile phone number we used to send the SMS. If they do not match your number, please contact us. We check the stored mobile phone number and adjust it if necessary. 
What are the advantages of using myBaloise?
  • Faster, more secure access to all insurance documents and insurance contracts

  • Notification of claims and the latest information on the status of the claims notification

  • Inspection of premium invoices

  • Convenient management of your personal details 

Can you notify me by SMS when I have a new message in my inbox?

Yes. To do this, activate the “Notification by SMS” function in the “Profile” tab under “Notifications”.

Where can I change my address?

Change your address easily and conveniently directly in the myBaloise customer portal. You will find the details in your account under the “Profile” tab. Or alternatively use our change of address form.

Where can I find the contact details of my customer adviser?

Under the tile “My customer adviser”, you will find all the information about your contact person. Clicking on the tile opens the detailed view with the business card, which you can save on your computer (prerequisite: installed email program).

Where can I find my contracts and invoices?

You will find your documents in the “Product overview”. You can access the product overview by clicking on a tile on the main page – or via the navigation “Contracts”. If you would like to view your contracts as a PDF, click on “Show details” in the product overview. 

Can I adjust my contract in the myBaloise customer portal?

No. But you can send us a message via the myBaloise customer portal. We will then contact you later.

How can I give other people access to my contracts?

Would you like to give a family member or trusted individual access to your information? You can find the corresponding application under the “Profile” tab in the “Family & Friends” section. The process is simple: download, print, complete, sign and send.

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What is Baloise Mobile Banking?

Baloise Mobile Banking is your e-banking optimised for your smartphone. Whether you want to scan a payment, place a stock market order or check your account balance: with Baloise Mobile Banking, you always have access to your finances, even when you are on the move.

How can I set up Baloise Mobile Banking?

First, you need to set up FotoTAN. You can find a guide on this here.

After setting up FotoTAN, you can start the Baloise e-banking app on your mobile device, tap on “Login e-banking” and log in with your PIN or the corresponding biometric data (Touch ID / Face ID or fingerprint).

What should I do if I have forgotten my PIN and can no longer log into Baloise e-banking?

Open the Baloise e-banking app and tap on the hamburger menu in the top right-hand corner. Then tap on “Settings” and then on “Forgot PIN”. Tapping “OK” deactivates your mobile device.
You can now reactivate your mobile device as follows

  • If you have another active mobile device, you can use it to reactivate. You will find instructions on how to do this under “FotoTAN”.
  • Contact our Customer Service using the telephone number 0848 800 806.
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What is a QR invoice?

The QR invoice refers to an invoice with an integrated payment part and receipt. The upper part of the QR invoice corresponds to a “normal” invoice, the lower part belongs to the payment part including the receipt that replaces the previous orange or red inpayment slip.

I have never received an invoice – but now I have received a payment reminder / payment demand. How is that possible?

You have concluded your contract online, so you will find your premium invoice in the customer portal myBaloise. Payment reminders / payment demands are only sent by post. 

I took out my insurance online. Can I also receive the premium invoice by post?

No. If you still wish to receive a premium invoice by post, we will be happy to offer you the same insurance cover under a different product. Do you have any questions about using your account in the myBaloise customer portal? Write to us

Is it possible to pay the premium invoice in instalments?

Yes. For certain products, you can pay the premium invoice – for an additional fee – every six months. Write to us at kundenservice@baloise.ch

I want to register for the eBill. What is the Baloise UID number?

The number is CHE-105.805.649.

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What is collision insurance?

Collision insurance covers damage caused by collision and scratches to the vehicle. Good to know: Collision insurance and part comprehensive cover together make up the fully comprehensive cover.

“Driving of third-party motor vehicles”: What is the insurance cover here?

This supplement to your personal liability insurance covers occasional, unpaid journeys with third-party motor vehicles. It always supplements the insurance contract for the vehicle in question. If, for example, you are at fault for damage to a borrowed vehicle as a third-party driver, we will pay the outstanding deductible and any loss of bonus. If the damage is not yet covered – e.g. due to a lack of comprehensive insurance – we will also pay the repair costs. Important: Insurance coverage excludes vehicles belonging to persons living in the same household as you. 

Can I exclude fully comprehensive cover?

Yes. You can exclude fully comprehensive cover at any time – by email kundenservice@baloise.ch. However, we recommend that you continue with this insurance – especially for new cars and in winter. At this time of year, claims are more likely to occur due to weather conditions. Important: Without fully comprehensive cover, damage to your own vehicle is often not covered. 

Are other people allowed to use my vehicle?

Yes. All Baloise Motor Vehicle Insurance policies include additional drivers with a driving licence valid in Switzerland. For young drivers, different deductibles may apply according to the insurance contract. Important: The name of the person who is the main driver of the vehicle must be listed in the insurance contract.

What is “BaloiseCombi Household”?

It offers you individual insurance cover. The package covers various risks regarding household, personal liability, travel insurance and legal protection. Details of your personal insured benefits and any supplementary cover can be found in your contract.

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Where do I report a claim?

You have damage to your car? Or have you caused third-party damage with your vehicle? Simply submit your claim to us online. Or give us a call. We will be happy to help you by phone at 00800 24 800 800.

I have broken down, my vehicle needs to be towed. Who do I contact?

Give us a call. We will be happy to help you by phone at 00800 24 800 800 or simply submit your breakdown to us online.

What is damage while parked?

This is damage caused to your parked vehicle by unknown third parties.

I have damage to my car. Where can I report this?

Simply submit your claim to us online.

I have lost my car key. Will Baloise cover the cost of replacement?

If you have added the “Carefree” safety module to your basic insurance, we will cover the costs of a new key.

Where can I find the Baloise partner companies?

You can find partner companies here.

I damaged my car when I parked it. Why can I not settle this through my coverage for damage while parked?

Because only damage to your parked car by unknown third parties is considered “damage while parked”. If you damage your own vehicle, you can settle this damage via the collision insurance with deductible. 

What damage does part comprehensive insurance cover?

The part comprehensive insurance covers the following claims: Link. (only available in German) 

What damage does collision insurance cover?

Collision insurance covers damage caused by collision as well as scratches to the vehicle.

What damage does motor vehicle liability insurance cover?

It covers any damage that you as the driver of a motor vehicle may cause to other road users, animals or property. It fends off unjustified claims for damages from third parties. For details of the Liability Package, please refer to the Terms and Conditions.

My vehicle is damaged. How do I proceed?

Contact us before the repair. We clarify whether the damage is covered by your contract. If necessary, our vehicle expert will look at the damage on site.

My vehicle was scratched. Does the part comprehensive insurance cover this damage as “vandalism”?

No. This is not “vandalism” under the terms and conditions of the contract. However, you can settle this claim through your existing coverage for damage while parked or your collision insurance. 

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I am travelling abroad and need an International Motor Insurance Card (IMIC). How do I proceed?

You will receive the International Motor Insurance Card (IMIC) together with the other documents each time you change your contract and receive premium invoices for the next insurance year. Do you need a copy of your IMIC? You can find the IMIC in the download area of your account in the customer portal myBaloise.

What are federal stamp duties?

Federal stamp duties are taxes levied by the federal government on various insurance premiums, among other things. They are comparable to value-added tax. All insurance companies collect these taxes and pass them on to the federal government. 

What is the accident prevention contribution?

According to Art. 4 of the so-called “Accident Prevention Contribution Act”, the fund described therein promotes and coordinates measures to prevent accidents in road traffic.

What is an insurance certificate?

This is usually the name of the electronic insurance certificate (eVNA) that the insurance companies send to the Vehicle Licensing Office.

What are the two Articles 74 or 76 of the Road Traffic Act (RTA)?

Art. 74 RTA: “The Swiss National Bureau of Insurance covers damage caused by foreign motor vehicles where there is an obligation to insure under the law.” “The Swiss National Guarantee Fund covers liability for damage caused in Switzerland by unidentified or uninsured motor vehicles.”

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Do you have another question? We are here for you

By phone at 00800 24 800 800 or via E-Mail to kundenservice@baloise.ch you will find the direct contact to us at any time.