May 17th 2023

I had already mentioned during my stay at the hospital in Midelt, Morocco, that I tried to inform my health insurance about my accident. Before leaving, I contacted KPT to check if I needed to change my coverage for this trip. They advised me to take out travel insurance, which I did.

While in Morocco, I tried to reach KPT using my Moroccan number, but I received a message saying this number was unavailable, probably because I wasn’t calling from a Swiss number. I found that rather odd. KPT also offers an app that lets you communicate via WhatsApp, which I thought was convenient. So, I explained my situation there. But behind an automated system, I was asked for my age, gender, etc., even though all this information is already in my client file. After a few exchanges, the answer was clear: “Contact your GP when you return to Switzerland.”

From a travel insurance, I expected much more involvement in a situation like this, especially support organising a repatriation or at least some follow-up on the quality of care I was receiving abroad. But there was nothing. It seems “customer service” is a foreign concept at KPT. I still wonder why I took out this insurance.

After my operation in Bern last Monday, I contacted KPT again and requested a callback to discuss my case. Three days later, still nothing. My surgeon is equally appalled by their attitude. He even asked me to forward my correspondence with KPT so he can intervene directly on my behalf.

In conclusion, KPT has just lost a client. I absolutely cannot recommend this provider: their behaviour is scandalous for an insurance company. Shame on you, KPT! (https://www.kpt.ch/fr)

On the other hand, the Touring Club Suisse (TCS) has fully met my expectations: efficient, professional, attentive, and proactive at every step. I can only recommend their ETI booklet. Moreover, they regularly check up on how I’m doing. A true example to follow! Thank you, TCS. (https://www.tcs.ch/fr/)