If you’ve missed your connecting flight, you need to submit the following documents via this form: proof of delay from the airline, confirmation of compensation from the airline, receipts of additional costs incurred, the booking confirmation for your trip and a transaction receipt for your booked trip (i.e. the debit note from your neon app).

Depending on how you booked, you should inform your service provider once you realise that you can't travel. In the event of a claim, you must submit the following documents using this form: your booking confirmation, invoices for cancellation or rebooking costs, a detailed medical certificate or other official certificate, and a transaction receipt for your booked trip (i.e. the debit note from your neon app).

In case of an emergency in Switzerland, dial 144. If you're abroad, dial the local emergency number. In the event of travel incidents (e.g. medical emergencies, repatriation), contact the 24-hour emergency line on +41 848 801 803 (emergency number) or +800 8001 8003 (toll-free number, not available in some countries). They will advise you on the appropriate course of action and organise the necessary assistance – 365 days a year, around the clock. After your return to the Switzerland, you can submit the relevant documents online using this claim form.

Since both neon global as well as neon metal include the travel insurance, we would automatically cancel your previously purchased travel insurance in the background and then re-subscribe you to it as part of your new neon global or neon metal plan. You are covered by the insurance without interruption during the change.

Your luggage is insured against theft, robbery, damage, and loss during your trip. If your luggage arrives at your destination with a significant delay, the insurance will cover the costs of essential purchases (unfortunately, this does not include a new gravel bike if it arrives late for your cycling holiday). More info here. 

Please note: neon has no authority to make decisions in the event of insurance claims. This is the sole responsibility of the insurance partners. Therefore, please contact the respective partner directly in case of insurance claims. 

In the event of a claim, you can submit this form online.

If you miss your connecting flight due to a delay of at least three hours caused solely by the first airline, the insurance covers additional costs for continuing your journey (after claims have been made against the airline), such as hotel costs, rebooking costs, and telephone costs. In the event of a claim, you can submit this claim form online.

Cancellation insurance provides cover if you are unable to travel (flight or train journey) due to illness, injury, pregnancy complications, death, strikes, unrest, serious damage to your home, cancellation of public transport, or theft of travel documents such as your passport or ID card. The insurance covers the actual cancellation costs and, in the event of a delayed departure, also the resulting additional costs. The specific insurance contract as well as the General Conditions of Insurance (GCI) apply in any and all cases.

Please note: neon has no authority to make decisions in the event of insurance claims. This is the sole responsibility of the insurance partners. Therefore, please contact the respective partner directly in case of insurance claims. 

The insurance covers transport costs as well as search and rescue costs if at least 80% of your trip was paid for with your neon card. The specific insurance contract as well as the General Conditions of Insurance (GCI) apply in any and all cases.

Important: The insurance is an addition to your Swiss social insurance (KVG, UVG) and takes into account any other supplementary insurance you may have. In other words, check with your health and accident insurance first – if you are not insured, the international health insurance will come into play.

Coverage of search, rescue, and transportation costs if the trip must be cancelled, interrupted, or extended due to unforeseeable serious illness, injury, or pregnancy complications. For example, if you become seriously ill during your holiday and must be taken to the hospital by ambulance, the costs of emergency transportation are covered. You can find information about further insurance benefits by clicking here.

If you have an accident or fall ill, you should first consult a doctor and make sure you receive the necessary treatment. As soon as you are feeling better – hopefully soon! – submit the receipts to your health insurance provider (basic or supplementary insurance). At the same time, register the claim with ERV by emailing schaden@erv.ch. Please enclose the following documents: a detailed medical certificate, invoices/receipts/purchase confirmations for doctor's fees, medications, and hospital costs, as well as prescriptions, and a transaction receipt for your booked trip (i.e. the debit note from your neon app).

Coverage of medical and hospital costs abroad following statutory social insurance (KVG, UVG). Example: You fall ill while travelling abroad and need to be treated in hospital for several days. The insurance covers the hospital and treatment costs that exceed the amount covered by the statutory insurance.

Please note: the insurance applies in addition to Swiss social insurance (under the Swiss Health Insurance Act (HIA) and the Swiss Accident Insurance Act (AIA)) and takes into account any other additional insurance policies you might have. In other words, contact your health and accident insurance provider first, and if you’re not insured, this overseas health insurance will come into play.

If your baggage is stolen, report this to the nearest police station within 48 hours and have them open an official investigation (in the form of a police report or report of the loss of a flight ticket). If your baggage is damaged or lost while it is being transported by your hotel, tour guide or carrier, please have the damage confirmed in writing and request compensation from the party in question.

Then, fill out this form and upload the requested documents.

This depends on the insurance. For example, the travel insurance covers your whole family (wife/husband, children, etc.) as long as you live in the same household. The phone insurance only applies to you and the extended warranty only applies to products purchased with your neon Mastercard. For the exact details, please consult the relevant GCI.

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