It's easy: just report it by filling out this online form. And don't forget to attach these documents: the booking confirmation/invoice for the ticket, a doctor's note (or other official medical certificate), a copy or photo of the ticket, and a transaction receipt for your purchased ticket (i.e., the debit note from your neon app).

The insurance company is probably processing your case at the moment. Depending on how long you have been waiting for a reply, you can contact them by email or phone. In the unlikely event that you still haven't received a reply, you can also contact us: service@neon-free.ch