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. |
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 look 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 contract with simpego. Calingo has already contacted you about this. You will then take out a new insurance contract based on Calingo’s partnership with another insurer. |
| Why am I receiving emails from Calingo when my contract is with simpego? | Calingo was previously responsible for customer service. This 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 also not automatic. Your existing contract with simpego will remain unchanged – 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 a different 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 are no gaps in cover, no interruptions and no disadvantages for you or your pet. You can sit back, relax, take your dog for a walk or purr with your cat. |
| 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 four 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 compiled an overview here: www.simpego.ch/testberichte |
| 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 simple: 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 flat out 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 start as early as the first quarter of 2026 – look forward to new benefits 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. In the first week of January 2026, you will receive 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 the holidays with your loved ones – 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? | 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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