Welcome to our FAQ page!
We are here to answer all your questions and guide you through your experience with ScoreStudies. Explore the answers to the most frequently asked questions on the right. If you cannot find what you are looking for, please do not hesitate to contact us directly. Our team will be happy to assist you.
How do I make a claim?
Quick and easy, you can send your claims via the Easy Claim app.
• Download the Easy Claim App
• Register with the email address you provided when you signed up.
• Click on “My claims”.
• Fill in a few details
• Take a photo of your invoices, prescriptions and receipts
• Submit them via the application
You can follow the status of your claims on the App at any time.
For outpatient medical care, you must pay the bills to the healthcare provider and then submit them to APRIL International for processing.
For hospitalization, it’s important to contact Allianz Care so that their medical team might validate your treatment. Their team will then contact the hospital directly, so that the bill can be sent directly to them: no out of pocket expenses for you.
You can consult the doctor of your choice under Premium, Essential and Basic.
What should I do if I have a medical emergency?
In case of an emergency it is important to receive treatment first, then we invite you to contact APRIL International at the earliest by phone 0800 564 524 (toll free number from Switzerland) or +33 1 59 13 39 98. They will also be able to guide you to the nearest hospital and help you with the direct billing.
For hospitalisation and planned medical care, pre-authorisation is recomended, which you can easily request through the app.
Once approved, APRIL International will settle the payment directly with the hospital, so you won’t have to pay upfront and request reimbursement. (deductible may apply)
How do I get my AVS/AHV/OASI number?
To obtain your AVS/ AHV / OASI number (Old-Age and Survivor Insurance), we invite you to forward your request directly to the appropriate organization, depending on your canton of residence:
https://www.ahv-iv.ch/fr/
When will I received my documents and insurance card?
Once your application havs been reviewed and validated by ScoreStudies, you receive your Welcome Pack by e-mail from APRIL International
It contains:
• your access to the Easy Claim app and your Online services,
• your contractual documents,
• your Insurance Guide,
• your Insurance Certificate, also available from
Easy Claim,
• your Wallet format Insurance Card.
Please note: we invite you to create your APRIL International account without delay. This will enable you to access all your services online from your Easy Claim app or your online services
No physical insurance card will be send to you
How do I access my telemedicine services?
Access to telemedicine is included in all our solutions and you can benefit from it wherever you want, whenever you want simply via the Easy Claim App.
• Log on to the Easy Claim app
• Click on “Help for health”
• Indicate your geographical area. If you’re in Switzerland, you’ll be connected directly to the Medi24 team
• Click on “Talk to a doctor”
• Whatever country you’re in, you can contact healthcare professionals at any time, according to your needs. (Prescriptions may be issued at the discretion of doctors, depending on your medical condition).
No need to search for a doctor or wait for an appointment, with telemedicine: your care at your fingertips!”
What is a deductible?
The deductible is a fixed amount, per insurance year (June 01 to May 31), that you must pay to the healthcare provider, where applicable, before APRIL International will start reimbursing your medical expenses.
This amount does not have to be paid in advance, but is simply deducted by the insurance company when you submit your claims.
As a reminder, on the Premium and Essential plans the deductible does not apply to:
• The hospitalization plan
• Emergency treatment in a hospital emergency room
• Prescription drugs covered by LAMal/ KVG
• The assistance plan
• Dental and optical plans under Premium
The deductible is reset on June 01 of each year, regardless of the date when your contract started.
You can change your deductible when you renew your Scorestudies insurance, on June 1st every year,
What is my region of cover?
The region of cover corresponds to the countries in which you are covered by your health insurance.
The Essential and Basic solutions cover you for programmed and emergency treatments in Switzerland and for emergency treatment outside Switzerland, as per your Table of Benefits, for a maximum of 42 days travel.
The Premium solution covers you for programmed and emergency treatment anywhere in the world, with the exception of the USA, where only emergency treatment is covered, in accordance with your Table of Benefits, for a maximum of 42 days travel.
It is important to note that if you have subscribed to a private insurance in your home country before coming to Switzerland, this does not mean that this insurance will be authorized by the local authorities as equivalent to Swiss LAMal/KVG insurance
How Can I cancel my policy with ScoreStudies?
If you are leaving Switzerland permanently, your insurance policy can be cancelled on the departure date you have specified.
You will need to send the Attestation of Departure issued by your commune of residence to finalize the cancellation of your policy.
If you remain in Switzerland but change your status and are thus no longer eligible for an exemption, you are subject to a compulsory Swiss KVG/LAMal insurance, in accordance with the current regulations.
You will need to send in your new KVG/LAMal insurance certificate effective from the date of your change of status (you have finished your studies, you have started a job, you are looking for a job, you are married to a Swiss national, etc.).
If you wish to change your student health insurance, you can do so once a year, when you renew your policy on June 01. You have up to 30 days from receipt of your Renewal Pack to request it.
You will need to send your new insurance certificate, effective June 01.
If your exemption is declined by the local authorities and you are therefore not eligible for ScoreStudies, please contact us as you will need to enroll with an insurance recognized by the canton.
Any premium paid for a period during which your policy would not be active any longer will be reimbursed to you on a prorata basis, as per the terms and condition of your policy.
This refund can be done in the currency of your choice on a non-Swiss account.
Please kindly note finally that if a claim is processed for a treatment which happened after the cancellation date requested, your policy will be cancelled at the earliest 24h after the last treatment date.
What is an exemption and do I need one?
Basic health insurance (KVG/LAMal) is compulsory for all residents of Switzerland.
Anyone officially residing in Switzerland must confirm to the local authorities that they have been insured with an authorized insurer since the date of arrival in Switzerland.
However, students, doctoral students and trainees may be exempted from the Swiss LAMal/KVG insurance, and thus benefit from a coverage via a private student insurance recognized in their canton of residence as equivalent to the LAMal/KVG.
It is important to note that eligibility criteria may vary depending on your canton of residence, and that the right to an exemption is for a maximum of 6 years after your date of arrival in Switzerland.
If you fail to submit proof of insurance and a request for an exemption within 3 months of your arrival in Switzerland, the local authorities will automatically affiliate you to a Swiss KVG/LAMal insurance.
Depending on your canton of residence, the exemption procedure may vary.
Once ScoreStudies has received and accepted your application, you will be emailed the detailed procedure for your canton of residence.
ScoreStudies will assist you with your exemption request.
A valid exemption is required throughout the life of your contract with ScoreStudies.
It is your responsibility to contact us of changes: you have finished your studies, you have left Switzerland permanently, you have changed canton of residence, you have started an employment, you have got married, you have been living in Switzerland for 6 years, etc….
Your insurance premiums must be paid at the time your policy is issued from its effective start date. If you fail to pay, your insurance contract will be suspended and then cancelled.
This cancellation will be communicated to the local authorities, cancelling any exemption requests under examination or issued by the canton.
It is therefore important to ensure that your premiums are paid by the due date indicated on your invoice.
If your exemption is declined by the local authorities, you must contact ScoreStudies immediately to cancel your insurance policy.
What is the difference between private civil liability insurance (Third Party insurance) and household insurance?
Third-party liability insurance with our partner Generali covers damages you may cause to a third party, in accordance with the conditions of your contract.
Household insurance with our partner Generali covers damages to your own property as a consequence of an external cause, in accordance with the conditions of your contract.
Neither of these insurances is compulsory in Switzerland.
Civil liability insurance is highly recommended, however, and may be required when renting accommodation.
It is important to note that third-party and/or household insurance can only be added to a ScoreStudies health insurance policy and cannot be taken out separately. Cancelling your health insurance policy with ScoreStudies automatically cancels your liability and/or household insurance.
What should I do if my postal address changes?
You must contact ScoreStudies by email to notify your change of address and more precisely your change of canton when relevant.
As criteria to be eligible to ScoreStudies may vary from one canton to another, it is your responsibility to notify us of any changes so that we might review your eligibility to ScoreStudies and either request a new exemption from your new canton of residence or cancel your policy when required.
How do the deductible apply to my policy?
On the Premium and Essential plan the deductible only applies to the outpatient plan., which means the deductible does not apply to:
• The hospitalization plan
• Emergency treatment in a hospital emergency room
• Prescription drugs covered by LAMal/ KVG
• The assistance plan
• Dental and optical plans under Premium
On the Basic plan the deductible applies to all your benefits, except on the assistance plan.
Important: The deductible is reset on June 01 of each year, regardless of the date when your contract started.
You can change your deductible when you renew your ScoreStudies insurance, on June 1st every year,
What is the Copayment?
A co-payment is when you pay a percentage of the medical costs. Your Table of Benefits will show
whether this applies to your plan. On all our solutation there is a 50% copayment on the ambulance benefit:
On the Basic solution there is also 10% co payment on all the benefits, up to CHF700 per insurance year,
More information can be found on the terms and conditions available on our website or in your benefit guuide available in Easy Claim
What happened on the 1st of June 2025?
As of June 1, 2025, the management of health contracts has been transferred to APRIL International. All
guarantees remain unchanged and comply with the requirements of the LAMal/KVG law. in
Switzerland.
If you take out an insurance policy with an effective date before June 1, 2025, you will receive two Welcome packs:
• A Welcome pack from Allianz Care for the period from the start of your policy to 31/05/2025.
• And a Welcome pack from April International for the period from 01/06/2025 to 31/05/2026.
APRIL International is a globally recognized insurer with a strong presence in student health cover. They offer 24/7 medical support, a market-leading app, and proven service quality.