Frequently asked questions

Calingo offers cover for pre-existing conditions via an additional insurance option. To include this cover, the additional option "Pre-existing conditions" must be selected when taking out the insurance. You can find out exactly what is covered and what the conditions are here.

Yes, you can set the policy start date to a date after the 90-day waiting period has expired and select the supplementary insurance for pre-existing conditions directly when you take out the policy. This means that the recently diagnosed pre-existing condition is covered from the start of the policy, provided that all the conditions of the supplementary cover are met. However, it is important to adhere to the waiting period, as illnesses diagnosed or treated in the three months prior to the start of insurance cannot be covered.

We are particularly dependent on your support with new customers and new illnesses - please tell us as precisely as possible what happened. Make sure that the details of the course of the illness (when was it first noticed) are as accurate as possible. If you do not remember the exact date, you can tell us in the additional text field. More complicated cases such as pre-existing conditions, dental problems or chronic illnesses sometimes require a medical history or a veterinary report. We usually request these from you or the practice at a later date. However, you can also send us any reports or medical records in advance to speed up the process.

Dr. Sam is a German company that specializes in telemedicine for pets. Their mission is to provide pet owners with uncomplicated access to excellent veterinary advice at any time.

In such an extremely stressful situation, Dr. Sam helps by providing expert guidance from a vet by phone or video chat. In this way, misbehavior can be avoided, which may make the situation even worse.

You can use Dr. Sam with any smartphone, tablet or computer. To do this, click on the chat icon at the bottom right of the screen and identify yourself with the same email you used to buy the insurance. You are now ready to go.

To ensure 24/ coverage, you will speak to a vet AI at the beginning. Depending on your question or problem, you will be connected to a service employee, a veterinary assistant or directly to a veterinarian. All veterinarians at Dr. SAM are licensed veterinarians in Germany with at least 5 years of professional experience.

The chat function is available around the clock in German, French, Italian and English, and video calls and telephone calls are available from 09:00 to 21:00 in German and English.

The telemedicine service is available 365 days a year. - Veterinary consultations via chat, telephone, video call: 09:00 - 21:00. - The AI vet chat is available around the clock

Please submit each vet bill individually and, if possible, directly after the visit. This is also stipulated in our General Terms and Conditions of Insurance, which you agreed to when you took out your insurance. This enables us to guarantee fast processing and reimbursement. Unfortunately, collective invoices at the end of the year often lead to delays - thank you for your understanding!

Calingo is a purely digital insurance company. This means that we send all documents - such as policies or invoices - exclusively by e-mail, ensuring that you receive your documents quickly, securely and in an environmentally friendly way.

Our premiums are based, among other things, on veterinary statistics and veterinary reports that we receive as an insurance company. Studies and experience from veterinary practices show that, on average, male animals require slightly more frequent veterinary treatment and the treatments are somewhat more expensive - which is why they are considered a slightly higher risk.

Yes, exactly - preventive services are also initially covered by the annual deductible. The deductible is a fixed amount that you pay yourself each year. Only if the treatment costs exceed this amount will Calingo cover the contractually agreed share of the additional costs.

You can cancel your insurance simply by sending an e-mail to service@calingo.ch. Please include your full name and the name of your pet so that we can clearly assign your cancellation. As soon as we have received your notice of termination, we will confirm the conclusion of the contract by e-mail.

Your contract is initially issued for one year, as our insurance has a standard term of one year. After that, the contract is automatically extended from year to year - unless you cancel it in text form in due time, and we will of course inform you in good time (40 days) before the extension. This means you always have full transparency and can decide for yourself what happens next.‍

The invoice and due date are created and sent automatically based on the start date of the insurance - unfortunately, it is not possible to adjust them manually, but a practical solution would be to pay one month in advance. This will result in a credit to your premium account and you can make your payments on the 25th of each month, for example, without receiving a payment reminder.

The monthly right of termination is a great advantage with Calingo. However, please note the following exception: If you want to cancel your insurance at the end of the month in the first year of insurance and we have already confirmed a payout, the premium for the entire first year will be owed, so we recommend that you check this briefly in advance to be on the safe side.

Yes, that is possible. As with health insurance for humans, we also have to adjust premiums if we find that health and treatment costs for dogs and cats in Switzerland have generally risen.‍Of course, premiums are adjusted in both directions: If we see that the costs for certain treatments or animal species are lower than expected, we lower the premiums accordingly.‍

Unfortunately, we are not yet able to offer a "pack discount". However, we are working hard on the technical implementation and expect to be able to offer the discount for multiple pets in the future. As soon as this is possible, the discount will of course also be allocated to existing customers. :-)

According to the Swiss Insurance Contract Act (VVG), it is common for insurance companies to stipulate a waiting period of 30 days for certain benefits. This waiting period serves to ensure that the insurance applies to unforeseen events or illnesses after the start of the contract and not to pre-existing conditions. By introducing such a waiting period, insurers can maintain fair premiums while providing comprehensive cover for unexpected events.

If you are unable to pay the premium for your Calingo insurance, there are several options that can help you. We recommend contacting us at service@calingo.ch at an early stage to discuss your options. You can review your insurance policy and, if necessary, reduce the cover or increase the deductible to reduce the monthly charge. Please note that this is always possible by renewing your policy. Calingo also offers different payment plans where you can pay the premium monthly, quarterly, semi-annually instead of annually. As long as you have not yet submitted a claim, we can adjust the payment frequency of your contract.

If you have submitted the vet invoice via the online form, you will receive a confirmation email from us that we have received the notification.

You will receive an update from us by e-mail at regular intervals. As soon as your vet invoice has been processed, you will receive a final email from us with a clear invoice.

According to our General Insurance Conditions (AVB), veterinary invoices must be submitted via the digital claims form and we ask you to write a separate claims report for each invoice. If an invoice has several pages, please merge them. You can find more tips for quick claims processing on the Report vet visit page. - There are online websites that offer to merge invoices free of charge, please see the following link: https://tools.pdf24.org/de/pdf-zusammenfuegen. - If the file is too large to upload, you can use this free tool to compress the document: https://tools.pdf24.org/de/pdf-komprimieren

With Calingo, you can choose an annual deductible (excess) for your cat or dog. The deductibles available vary depending on the type of animal. - For dogs: CHF 0, CHF 300, CHF 500, CHF 1,000, CHF 2,000 - For cats: CHF 0, CHF 150, CHF 300, CHF 500, CHF 1'000. As soon as the chosen deductible is used up, Calingo will cover 80% or 100% of the costs, depending on the level of cover you have chosen.

You pay the veterinary costs in advance. Calingo will reimburse the veterinary costs directly to you.

You can pay your premium using one of the following methods: - Standing order (recommended): Set up a standing order with your bank to ensure payments are made automatically and on time, avoiding reminders or breaks in cover. - Bank transfer: Transfer the amount manually using the payment information provided on your invoice. Other payment methods are currently under development. Please refer to the details on your invoice for the necessary payment information.

The invoice is due 10 days after it is issued. If you miss a monthly payment, you will receive a reminder of the due date by text message after 20 days. If payment is still not made, a reminder will be sent by e-mail after 52 days, indicating that cover is about to be interrupted. To avoid a reminder, interruption of cover or termination of your insurance, we recommend that you set up a standing order.

If your bill is suddenly higher than your usual premium, this could be due to a missed payment. An unpaid amount from a previous billing period could have been transferred to the current bill. A statement of account is sent every month showing how the bill is made up.

In this case, the first veterinary visit is relevant, even if the diagnosis was initially incorrect. A pre-existing condition is defined as an illness or accident-related injury that occurred before the insurance began, was already recognizable, or could have been diagnosed by a veterinarian during an examination, including any resulting follow-up treatments. 

As osteoarthritis is joint-specific and is based on a genetic disposition (hereditary disease), the affection of another joint, such as the left knee in your case, is not considered a pre-existing condition. If osteoarthritis occurs in another joint (e.g. the left knee), this is considered a new condition as long as it is not considered a direct consequence of the osteoarthritis in the right knee. In this case, it would not be considered a pre-existing condition but would fall under the cover for hereditary diseases and therefore be covered by the basic cover.

No, if your pet has been treated for the pre-existing condition within the last two years, it will remain classified as a pre-existing condition. In this case, supplementary cover for pre-existing conditions is still required to cover costs associated with this condition. A pre-existing condition is only considered a new condition if there has been no diagnosis, treatment or symptoms in the two years prior to the start of cover.

Whether complementary medical treatment is covered after a torn ligament depends on the start of insurance: - Diagnosed before the start of insurance: Counts as a pre-existing condition and is only insured with the additional cover for pre-existing conditions, after the 90-day waiting period has expired. - Diagnosed within the waiting period (first 30 days after the start of insurance): Treatments - including complementary medicine - are not insured under either basic cover or supplementary cover. - Diagnosed after expiry of the waiting and blocking periods: Treatments may be covered by basic insurance.

The sum insured of CHF 1,500 applies per year for all pre-existing conditions combined. You pay a one-off deductible of CHF 300 per pre-existing condition. Once the deductible for a pre-existing condition has been paid, there will be no further deductibles for the same treatments during the entire insurance period. The deductible is deducted from the first treatment costs, after which Calingo pays 80%, or 60% for animals over 9 years of age, of the remaining costs, up to the annual sum insured of CHF 1,500 for all pre-existing conditions in total.

A congenital or hereditary disease is not automatically classified as a pre-existing condition. The decisive factor is whether the infirmity or illness was already diagnosed, treated or recognizable by a veterinary examination before the start of the insurance. If this is the case, it is considered a pre-existing condition and cover is only possible if the supplementary cover for pre-existing conditions has been selected. Otherwise it falls under the regular basic cover.

Yes, Calingo offers cover for pre-existing conditions via an additional insurance option. To include this cover, the additional option "Pre-existing conditions" must be selected when taking out the insurance. Find out under pre-existing conditions whether the additional cover is worthwhile for you and your furry friend.

We define a pre-existing condition as an illness or accidental injury that occurred before the start of the insurance, was already recognizable or could have been diagnosed by a veterinarian during an examination, as well as any resulting follow-up treatment. 

You have indicated on the first page that your pet has no pre-existing conditions. If you would like to change this, you can simply go back to the first page at the top of the page and adjust the information; it may also be that the additional cover for pre-existing conditions is not shown for you because the premium would be higher than the maximum amount we can pay out to you per year.

Unfortunately, we are not there yet. But we are working on this solution. At the moment, you can submit the invoice to us under "Report vet visit".

Yes, there is a waiting period for submitting vet bills to Calingo. - A waiting period of 30 days from the start of the insurance applies to illnesses. - Accidents and preventative measures are covered from the start of the insurance and are not subject to a waiting period. Please note that all reimbursements, including preventive treatments, are made less the deductible (excess).

Once a complete vet invoice has been submitted, Calingo will usually process the claim within 15 - 30 working days and arrange payment. The actual reimbursement may take a few more days. If the process takes longer, Calingo will keep you informed on a regular basis.

Calingo is a Swiss pet insurance company. A large part of the team is made up of veterinary practice assistants and veterinarians who not only contribute their expertise to product development, but also take care of claims processing. The product has been developed in close collaboration with Swiss veterinarians to ensure that it meets the specific needs of pet owners, and our team is made up of pet parents, pet lovers and insurance professionals who are committed to providing you and your animal companion with the best protection. Check out our Instagram at caling.pet or our website to learn more about our team. This diverse experience enables Calingo to provide a first-class service and develop a strong digital platform that allows customers to purchase insurance directly at the point of sale, while offering the best possible cover for pets.

There are various providers of pet insurance in Switzerland. You can find out how our services compare to Animalia, Wau-Miau, Mobiliar and Epona here.at Calingo, we are pet lovers and understand exactly how close the bond between humans and animals can be. Dogs and cats are part of the family and accompany us through all phases of life. If your furry friend falls ill or has an accident, we are there for you and your faithful companion with empathy, heart and mind.

You can find a complete list of all exclusions in our GCI (here). The most important exclusions are, for example: - Treatments that were not recommended/prescribed by a veterinarian. -Operations that are for cosmetic purposes only. - visits to the vet during the maternity and confinement period. - Costs in connection with pregnancy and reproduction.

Please call your local vet - they will inform you about the emergency service outside regular opening hours. Of course, Calingo will also cover the costs in the event of an emergency. Not sure if it's an emergency or have general questions about your pet's health? As a Calingo customer, you benefit from free, unlimited online veterinary advice - around the clock.

We will cover the costs of stem cell treatment, gene therapy, transplant surgery with pre- and post-operative care and prostheses if your vet recommends this and all other options have been exhausted; we will not cover the costs of other advanced treatments.

The care we provide after an operation is not limited in time. As long as your vet medically prescribes the follow-up treatment, we are happy to cover the costs - because the health of your furry friend is our top priority.

Yes, Calingo insures your pet's hereditary diseases as standard in the basic cover. You therefore do not need to take out an add-on. Please note whether the hereditary disease has already been diagnosed or treated before you take out the insurance. If this is the case, find out under pre-existing conditions whether you need additional cover to protect your furry friend.

Yes, expenses for physiotherapy (e.g. after surgery), naturopathy, osteopathy, hydrotherapy are covered as long as prescribed by your vet. However, preventive complementary treatments are not covered.

Costs for preventive treatments such as vaccinations, parasite control, castration, dental cleaning and health checks are covered. Annual health checks at the vet are compulsory with us and are reimbursed as preventive veterinary costs of CHF 150 and CHF 200 per year respectively in the Standard cover and All-round cover package. Like everything else, preventive treatments are also subject to the annual deductible.

Good decision, we are already looking forward to meeting you :) Before you take out a policy with us, make sure you get out of your current contract. You can always leave your insurance after a claim. The other option is to submit a written notice of cancellation at least 3 months before the renewal of the policy.By the way, with Calingo you can always cancel your insurance. We don't want to force you to stay with us if you are not happy with us and our service. 

As with us humans, you can always adjust your pet's accident & health insurance at the start of the new contract period. Adjustments must be notified to Calingo by telephone or in writing up to 14 days before the start of the new contract period. Simply contact us by e-mail at service@calingo.ch or by telephone on 043 588 39 20 and we will make the desired change.

We recommend that you take your pet for a veterinary check-up (including dental check-up) at least every 12 months and follow the veterinarian's vaccination recommendations.you are responsible for the health and welfare of your pet and must comply with the Swiss Animal Welfare Act at all times.if your pet nevertheless falls ill or has an accident, you must ensure that a veterinarian examines your pet immediately.

No, your pet insurance will not be cancelled if your pet falls ill. That is exactly what we are here to do – protect your pet. However, your insurance can be cancelled if you have neglected your duties as a pet owner or if there has been fraud.

Calingo is a purely digital insurance company and sends all correspondence, such as invoices, exclusively by e-mail.

No. At Calingo you can insure your furry friend for accident and illness only, to give them the best possible all-round protection. We are currently developing accident insurance. We will inform you as soon as this is available.

Yes, you can insure as many pets as you like. Please take out one policy per pet. We are working hard on a insurance where you can include more than one pet.

At Calingo we believe that every animal deserves a healthy and happy life. That is why we offer protection for all breeds from the age of 2 months (8 weeks) with no upper age limit.

Deductible: As with health insurance for humans, you also pay an annual deductible for your pet. You decide how high your deductible is. Deductible: For the additional benefit of pre-existing conditions, there is a deductible of CHF 300, i.e. you pay the first CHF 300 yourself.assumption of costs: After you have paid your annual deductible, Calingo will assume 100% or 80% of the treatment costs. You decide how much Calingo will cover.

No. Compared to some other providers, your insurance premium will not become more expensive depending on the age of your pet from the start of the insurance. However, we do ask owners of dogs and cats aged 9 and over to cover 20% of the cost of all vet visits.

Yes, within Switzerland you have free choice of veterinarian. You can also freely choose your veterinarian abroad in areas close to the border, as long as the vet is not more than 75 km away from your place of residence.

No, at the moment we do not issue insurance cards. However, we are currently working on an app that will include a digital insurance card.