myAquilana app and customer portal - Frequently Asked Questions (FAQ)

To unlock your account, please get in touch with our customer service by telephone on +41 56 203 44 22 (Monday to Friday, 8.00–16.30) or contact us by email: kundendienst@aquilana.ch.

As the number of unsuccessful log-ins increases, so the waiting time until the next possible log-in attempt also becomes longer. If you have forgotten the correct password, please call our customer service by telephone on +41 56 203 44 22 (Monday to Friday, 8.00–16.30) or contact us by email: kundendienst@aquilana.ch.

If you have forgotten your username, please select the “Username forgotten” button on the myAquilana login page to contact Aquilana. You can of course also get in touch with our customer service by telephone on +41 56 203 44 22 (Monday to Friday, 8.00–16.30).

Please check your entries and the exact registration sequence:

• Step 1: Download the app or go to www.myaquilana.ch/auth/self-registration. Enter the code taken from your activation letter and the insurance number shown on your insurance policy.
• Step 2: Read and accept the terms and conditions of use.
• Step 3: Specify your user name by entering your email address and then enter the code received by you by email for security purposes.
• Step 4: Enter your mobile phone number to receive an SMS code in future to log on to myAquilana. Check your mobile number with the SMS code received by you.
• Step 5: Finally, set up a password to log on to your myAquilana account.

Please contact customer service by telephone on +41 56 203 44 22 (Monday to Friday, 8.00–16.30) or contact us by email: kundendienst@aquilana.ch.

Please check on your policy whether your cover was already active when you attempted to register. You may have registered previously. Please also note that insured members with a care order/ guardianship and persons under the age of 14 are not allowed to use the myAquilana app and customer portal.

In addition, myAquilana can only be used by insured members whose civil law domicile is in Switzerland. myAquilana can only be downloaded within Switzerland (app download outside Switzerland is blocked).

If none of these possible causes applies, please contact customer service by telephone on +41 56 203 44 22 (Monday to Friday, 8.00–16.30) or contact us by email: kundendienst@aquilana.ch.

Please check your data entry format (e.g. mobile phone number 07x 0000000).

Please quit the app or the portal and begin the registration process again.

• Enter your Activation code which you will find in your personal activation letter. Have you mislaid your letter? In that case please contact our customer service by telephone on +41 56 203 44 22 (Monday-Friday, 08.00-16.30) or order your activation letter easily and conveniently on our website (Service – Request Documents).

• After entering the activation code, please enter your insurance number which is shown on your insurance policy.

• Accept the conditions of use and enter your email address with which you specify your user name at the same time. You will then receive an email with a code to verify your email address. Now enter this code.

• Enter your mobile phone number and verify your mobile phone number by entering the SMS code that has been sent to you. Set a personal password.

In principle, all members of one and the same family policy can register for the myAquilana app and portal except for persons with a care order/guardianship or persons who are under the age of 14. In addition, myAquilana can only be used by insured members whose civil law domicile is in Switzerland and who download the app in Switzerland (use with an Internet connection is still possible from abroad).

Install the app on your new device and log in with your usual particulars.

If you have a new mobile phone number, you can enter it under “Account” ➔ “Change telephone number”. If you need help to do this, please contact our customer service know on +41 56 203 44 22 (Monday to Friday, 8.00–16.30) or contact us by email: kundendienst@aquilana.ch.

Only the premium payer registered with Aquilana can see the data for all family members. To see the whole family, please log in with this account. If you wish to change the person who pays the premiums, our customer service will be happy to help.

In such cases, the background of the invoices or documents does not have sufficient contrast (e.g. white invoice on a white table). To correct this, choose a darker background with greater contrast. If necessary, use the frame displayed on the screen when scanning and make sure that the whole document is located inside this frame.

Yes, invoices for all family members can be submitted via myAquilana. When scanning, please select the particular family member for whom the supporting document is being sent.

You should only send one invoice (with one or more pages) during each operation. This ensures that you receive a status message for each individual invoice. If more than one invoice is included in a single operation, the particular invoice to which the status message refers will not be clear.

At present there is only a “Document sent” confirmation under the “Documents” heading. Once the invoice has been processed, the benefit statement will be shown directly in your myAquilana account. Hint: you can activate your push notifications via “Settings” and will then be notified that a message or document has been received.

There are also two status messages which report back the availability or status of the connection:

• Maintenance work: the system is currently undergoing maintenance (as a rule, this is announced well in advance).
• Offline: the smartphone is not connected to the network.

If either of these two messages appears, the app or portal cannot be used.

The following limits apply when uploading documents in the myAquilana app or customer portal:

• maximum number of documents in a submission: 25
• maximum number of submissions per day: 25
• maximum file size: 10 MB

No, in the “Settings” menu point of the app, you can deactivate the “Only transfer data via WLAN” presetting and transfer the invoices via your mobile phone provider instead. Please note: depending on your particular subscription, your provider may charge you for the transfer of data packages if you do not send invoices via WLAN.

In addition to scanning invoices, documents that have already been digitised such as photos and PDFs can also be uploaded and sent via the app or in the customer portal.

• By using myAquilana, our registered insured members help to protect the environment. The following documents will only be sent electronically:
  • benefit statements
  • premium invoices
  • insurance policies
  • tax statement

• The following documents will be sent both electronically and by post:
  • payment reminders
  • warnings

Documents generated before registration cannot be consulted in myAquilana. Only documents generated after registration are made available to users.

In the customer portal, the payment status is shown on the home page under “Outstanding invoices”. On the other hand, no payment information is shown at present in the app. Should you have any questions about statements, please don’t hesitate to contact us.

No. The app is only available for iOS and Android.

Compatibility is assured for the latest operating system release available on the market and the two previous releases. We advise you to update your smartphone regularly to the latest operating system release.

In principle, all the usual up-to-date web browsers are supported. There are some display limitations if Microsoft Internet Explorer is used. A message will be sent to inform you of this when the portal is opened.

Your data are secure and stored exclusively in Switzerland. The latest security components are incorporated into the myAquilana app. The connection is encrypted, and every business transaction secured by the username, password and PIN. We advise you to use a suitably complex password (e.g. not a date of birth). The security measures are reviewed regularly by an external agency.

Yes, provided that you protect access to the app with a password and log off again after using the app (log out occurs automatically after 30 minutes if the app is not used). No data are stored directly on the device.

This is not necessary because no data are stored on the device itself.

No. No data are stored on the device itself.

Your account will automatically be cancelled after a 90-day time limit. This only applies if no other family members are still insured with Aquilana.

No data additional to those already present in the insurance system will be gathered. Only technical information such as fault messages in the login procedure will be recorded in protocols and used for the ongoing improvement process.

Yes. The app can also be used abroad. On the other hand, the app can only be downloaded in Switzerland. When the services offered by myAquilana are used in another country, Section 6.3 of the terms and conditions of use likewise applies. Terms and conditions for the use of myAquilana

Yes, you can. However, as the touch ID or face ID login functions come from a third party provider, Aquilana is liable neither for the accuracy and outcomes of the data made available nor for secondary damage that may occur when third party face ID or touch ID applications are used for the login procedure. Aquilana is likewise not liable for damage caused by potential failure of the third-party providers’ login or service offerings. If you use this login method, Aquilana recommends the following security measures:

• Only register your own face (face ID).
• Only enter a scan of your own fingers (touch ID).
• Do not allow a third party to access your device.

Please contact our customer service by telephone on +41 56 203 44 22 (Monday to Friday, 8.00–16.30) or contact us by email: kundendienst@aquilana.ch.

The myAquilana app is ready to download in the Google Play Store^® and in the App Store^®.