Pet insurance: Seamless continuation of cover
Do you already have pet insurance with us?
From January 2026, we will be looking after you directly – personally, simply and with the same love for animals as you.🐾🦩
✨ You don’t need to do anything to benefit from simpego’s excellent service. ✨
Here are the most important answers in brief:
- Do I need to do anything? No, everything will continue automatically.
- Will my protection remain in place? Yes, exactly as before.
- What is new? You will be looked after directly by simpego.
To provide you and your beloved pet with even better service, we will be taking over all pet insurance policies directly from 1 January 2026. For you, this means excellent service – and at the same time, no changes to your existing cover.
Here’s what happens next:
In the first week of January 2026, we will send all affected customers their existing contract again – with identical services, coverage and conditions, supplemented by our direct simpego contact details.
This means that in future, you will have everything from a single source – clear, transparent and accessible at all times.
That’s why direct support brings you real benefits
Our simpego Pet Team will now be looking after you directly: a dedicated team of vets and veterinary practice assistants.
For you and your four-legged friend, this means:
- Quick answers, because you speak directly to us
- Expert support when it comes to health, bills or questions about protection
- Empathetic care, because we love animals just as much as you do
Whether you have a big or small concern, we are here for you. 🦩🐾
How to reach us
📞 Telephone: +41 58 521 11 11 (Monday to Friday from 7:30 a.m. to 5:00 p.m.)
📧 Email: service@simpego.ch
🚨 New claim: Submit your invoice now
💬 WhatsApp AI bot (24/7): +41 77 238 00 01
📲 Telegram: Open directly in app
Whether it’s our online helpdesk or AI bot, our digital support is available around the clock, including via WhatsApp.
New direct support from simpego:
The most important answers about direct care through simpego.
General information about the change
| Your question | Our answer |
|---|---|
| Do I need to do anything? | No – everything will continue automatically and seamlessly. |
| Will my insurance cover remain in place? | Yes – your cover will remain completely unchanged and uninterrupted. |
| Will my insurance cover lapse if I do nothing? | No – you do not need to do anything. Your insurance cover will remain in place and continue as agreed. |
| Will benefits or premiums change? | No – your terms and conditions will remain the same as before. |
| Why is my contractual partner suddenly changing? | Simpego has always been your contractual partner – the only thing that is new is that we will be providing you with direct support from 2026 onwards. |
| Do I need to cancel my contract because of the change? | No – your contract with simpego will continue without interruption. |
| Will I receive a new contract? | Not new, just updated – you will receive an updated contract document with our contact details in the first week of January. Services and conditions remain unchanged. |
| Will I receive a new contract number? | No – your valid contract will remain unchanged. Only support and contact details will change as of 1 January 2026. |
Invoices & claims
| Your question | Our answer |
|---|---|
| How long does it take to process a claim with pet insurance? |
The processing time depends on the individual case and the documents submitted: ✅ Simple cases: usually within 2 weeks 🔍 Complex cases: usually within 4 weeks Submit every invoice immediately after treatment – this will significantly speed up the processing time. 📲 The fastest way is to use our digital claims form: Please describe the case as accurately as possible and upload all relevant documents directly. If anything is missing, we will contact you or your vet directly. |
| What will happen to invoices that I submitted in 2025? | If you submitted your (veterinary) invoices before 31 December 2025, they will be processed by Calingo as usual. |
| What will happen to open claims that were reported before 31 December 2025? | If your claim has already been reported, Calingo will process it as usual – the change in service provider will not affect claims that have already been registered. |
| Where do I submit invoices if the treatment was in 2025 but the invoice does not arrive until 2026? | You can also submit such invoices via our online form. We will ensure that your invoice is sent to the correct place for processing. |
| I have to go to the vet in January 2026 – where do I send the invoice? |
You can submit invoices with a treatment date from 1 January 2026 onwards as usual: 👉 Online via the claim form: We will take care of it immediately – simply, quickly and reliably. |
| Still have an open case from 2025? |
If it is a claim that was already reported in 2025, it will be processed as a priority. 🔁 Please do not fill out a new claim form. 📧 A short email with your claim number is sufficient: petclaims@simpego.ch |
Payment and Bank Details
| Your question | Our answer |
|---|---|
| I have set up a standing order – will my bank details change? | No – your IBAN will remain the same. Simpego is already the recipient of your insurance premium. If you would like to pay by credit card in future, simply contact us. |
Miscellaneous
| Your question | Our answer |
|---|---|
| Can I continue to use Dr. SAM’s AI chat? | Dr. SAM’s AI veterinary chat, including telemedicine, will be available to you until 31 December 2025. After that, this service will end. |
If you still wish to leave simpego:
If you decide not to continue your pet insurance, you can cancel your policy. You can find all the details here.
When can I terminate the contract?
You can cancel the insurance policy in writing at any time. The cancellation will always take effect on the last day of the current month.
Exception:
If you are still in your first year of insurance and have already received a benefit (e.g. submitted a veterinary bill), the premium is due for the entire year.
Tip: Get in touch with us – we will be happy to check when your next reasonable cancellation date is.
How do I submit my notice of termination?
Send us an email to:
📧 Email: service@simpego.ch
📌 Important: Please include the following information in your cancellation:
- Your full name
- The contract number
- The name of your pet 🐾
As soon as we receive your cancellation, we will confirm the end of the contract by email.
Alternatively, you can also send your cancellation in writing by post to the following address:
📮 Postal address:
Simpego Versicherungen AG
Hohlstrasse 556
8048 Zurich
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