How to report an insurance claim in Switzerland

Water damage in your flat, a bike stolen at the station, damage you caused at someone else's home or a car collision: in all these cases, your insurance (household contents, private liability or vehicle) can only step in if you report the claim correctly. In Switzerland, the basic rules are set out in the federal Insurance Contracts Act (LCA), revised and in force in its new version since 1 January 2022, supplemented by the general terms and conditions (CGA) of your policy.

The first obligation is to notify the insurer without delay. Under art. 38 LCA, the entitled person must notify the insurer as soon as they become aware of the loss. The law does not set a deadline in days: it is often the CGA that specify what "immediately" means or that impose a deadline for certain events. Notification by phone or through your online customer account is generally accepted, but it is wise to confirm it in writing so that you keep a record of the date.

Second obligation: limit the damage. Art. 61 LCA requires the insured person to take all reasonable steps to reduce the extent of the loss, for example turning off the water, covering a broken window with a tarpaulin or having a stolen card blocked. Costs justifiably incurred for these measures are in principle borne by the insurer (art. 70 LCA). On the other hand, avoid throwing away damaged items or starting permanent repairs before the insurer has been able to assess the damage (art. 68 LCA), unless it is an emergency or the insurer agrees.

Your claim must be precise and complete. State your policy number, the exact date, time and place of the event, a factual description of the circumstances, and the list of damaged or missing items with their estimated value and, if possible, their purchase date. Attach supporting documents: invoices or receipts, photos of the damage, repair quotes, witnesses' contact details. In the event of theft or burglary, a police report is essential and a copy of the report is almost always required. For a road accident, the European accident report form completed at the scene makes settlement much easier. The insurer may request any information useful for assessing the damage (art. 39 LCA).

Once received, the insurer examines the file and may appoint an expert for an on-site inspection, particularly for major damage. Payment becomes due four weeks after the insurer has received the information enabling it to satisfy itself that the claim is justified (art. 41 LCA). Make yourself available for the assessment and keep a copy of everything you send.

A late claim can be costly: if you culpably breach the obligation to notify, the insurer may reduce the compensation to the extent that the delay increased the damage or made it harder to assess (art. 38 al. 2 LCA). A deliberately false or exaggerated claim is even more serious: in the case of a fraudulent claim, the insurer is not bound by the contract and may terminate it (art. 40 LCA), not to mention possible criminal consequences. Claims arising from the contract are in principle time-barred after five years (art. 64 LCA).

If the insurer refuses to pay or offers an insufficient amount, first ask for a reasoned decision in writing and challenge it, setting out your arguments and supporting documents. If the disagreement continues, you can turn to the Ombudsman of Private Insurance and Suva free of charge, who acts as a mediator without the power to make decisions. As a last resort, the dispute falls under the civil courts, following the procedure set out in the Civil Procedure Code.

SwissDoc helps you write a clear, well-structured claim report, with all the information the insurer expects. Your first three documents are free, no credit card required.