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 remains completely unchanged, with no alterations and no interruption. |
| Will my insurance cover lapse if I do nothing? | No – you do not need to do anything. Your insurance cover remains in place and continues as agreed. |
| Will benefits or premiums change? | No – your terms and conditions 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 received an updated contract document with our contact details on 5 January 2026. Services and conditions remain unchanged. |
| Will I receive a new contract number? | No – your valid contract remains unchanged. Only support and contact details will change on 1 January 2026. |
Invoices & claims
| Your question | Our answer |
|---|---|
| How long does it take to process a claim under 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 each invoice immediately after treatment – this will significantly speed up the processing time. 📲 The fastest way is to use our digital claim 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. |
| Where do I submit invoices if the treatment took place in 2025 but the invoice does not arrive until 2026? |
You can also submit such invoices directly to simpego – simply use our digital claim form. Please submit them as soon as possible so that we can process your case quickly. |
| I need 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 as usual: 👉 Online via the claim form: We will take care of it immediately – simply, quickly and reliably. |
| Do you still have an open claim from 2025? |
Please take a look in your e-mail inbox: We have personally contacted all customers with outstanding claims. In this message, you will find all the information you need about how to proceed. 🔁 Important: Please do not fill out a new claim form for this – we will process your case directly. Please only contact us if you have not received an email or are unsure. |
Payment & billing from 2026 onwards
| 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. |
| What happens to a premium that I have already paid beyond 1 January 2026? | No problem – your payment remains fully valid. Simpego has always been the insurance company for your pet insurance, so payments already made (e.g. until 23 January 2026) will automatically remain correct. You do not need to do anything. You will not receive a duplicate invoice, nor will there be any interruption in coverage. |
| Will my premium amount or payment date change as a result of direct support? | No – everything will remain the same. Your premium amount, payment frequency (e.g. monthly, quarterly) and usual due date will not change. You will continue to pay exactly as before. |
| Do I need to change my standing order or bank details? | No – you do not need to change anything. The IBAN remains the same, as simpego is already the recipient of your premium payments. Your standing order or bank details can remain unchanged. |
| What happens if I accidentally transfer money to Calingo? | Don’t worry – all premium statements are issued to the bank account of simpego, as the official insurance company for your pet insurance. This means you do not need to change anything in your standing orders. |
| When will I receive my next invoice? | As usual, on your previous date. Your pet insurance invoice will be sent as before, according to the agreed interval. You will now receive the QR invoice by email from service@simpego.ch – everything else, such as the payee and IBAN number, remains the same. |
Answers to emails from Calingo – what you need to know
| Your question | Our answer |
|---|---|
| I have already received several emails from Calingo. What does this mean for me? |
Would you like to keep your pet’s cover with simpego? Perfect – you don’t need to do anything, your existing insurance will continue to run. From 1 January 2026, we at simpego will be looking after you and your four-legged friend directly. For you, this means that your claims will be processed directly by simpego’s vets and veterinary team. If you would like to continue to be looked after by Calingo, you will need to cancel your insurance policy with simpego. Calingo has already contacted you about this. You will then take out a new insurance policy based on Calingo’s partnership with another insurer. |
| Why am I receiving emails from Calingo when my policy is with simpego? |
Calingo was previously responsible for customer service. This also included processing and paying out claims. Calingo has now announced a reorganisation: from 2026, Calingo will be working with another insurer. Important to know: Calingo does not have its own insurance licence and therefore works with a licensed insurance company to offer pet insurance. Between 2023 and 31 December 2025, this was simpego. From 1 January 2026, simpego will serve all customers directly and independently. You can contact simpego directly for invoices, veterinary reports and all other matters. Your cover will remain unchanged if you do not take any action. If you would like to continue to be served by Calingo, you will need to cancel your insurance policy with simpego. Calingo has already contacted you about this. You will then take out a new insurance policy based on Calingo’s partnership with another insurer. |
| Calingo says I should switch my insurance to Allianz. Is that correct? |
You decide where to insure your pet – a change is not mandatory and is not automatically planned. Your existing contract with simpego will remain in place as before – with the usual benefits and, from 1 January 2026, with direct service from simpego. If you would like to know how simpego’s service performs in independent tests, we have compiled an overview here: www.simpego.ch/testberichte If you would like to choose another provider, you can cancel your pet insurance at any time within the contract period and then take out pet insurance with another insurer. |
| What happens if I do not respond to the email from Calingo? |
Nothing – your insurance cover with simpego remains as agreed. There will be no gaps in coverage, no interruptions and no disadvantages for you or your pet. You can sit back, relax, take your dog for a walk or compete with your cat to see who can purr the loudest. |
| Calingo mentions a customer portal and fast service – how does that work at simpego? |
It’s simple: At simpego, everything is digital, straightforward and fast. This is how it works at simpego: You can conveniently submit invoices and veterinary reports via our online claims form. We usually process simple cases within two weeks. More complex cases may take a little longer to process – usually within 4 weeks. You can always rely on transparent, efficient and personal support – directly from simpego. If you would like to know how simpego’s service performs in independent tests, we have here… |
| Calingo advertises worldwide coverage – do I get that with simpego too? |
Yes, worldwide coverage is easily possible with simpego and is nothing new. Tip: Check your insurance policy, you may already have this coverage. 📞 It’s that easy: Contact us directly – we will check your individual situation and activate worldwide coverage for just a few pounds extra. |
| Will there be no more product updates in pet insurance in the future? |
From 2026, simpego will be bringing a breath of fresh air to pet insurance: our product team is working hard on new services and practical improvements that are tailored precisely to you and your four-legged friend. For example, you can now conveniently pay your premium invoices by credit card. Further product updates will be launched in the first quarter of 2026 – look forward to new services and smart improvements without compromising your existing cover. Our goal: your insurance cover and your premium should not only remain stable, but also evolve with you. Stay tuned – it’ll be worth it! |
| Do I have to sign anything or actively confirm anything? |
No – your contract with simpego will continue automatically. On 5 January 2026, you have received your updated contract document – with identical benefits, your usual premium and our direct contact details for all enquiries. So you can sit back, relax and enjoy your free time with your beloved pet – because your insurance cover remains comprehensive and reliable. |
| Who can I contact if I have any questions? |
Directly to us – quickly, personally and without complications: 📱 Telephone: +41 58 521 11 11 📧 General enquiries: service@simpego.ch 📩 Questions about claims from 2025: petclaims@simpego.ch 💻 Online helpdesk: available 24/7 – including digital claims reporting 🐾 We are here for you: friendly, understandable and animal-loving. |
Miscellaneous
| Your question | Our answer |
|---|---|
| Can I continue to use Dr. SAM’s AI chat? | No, the service ended on 31 December 2025. |
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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