FAQ

Frequently asked questions

About neon Joint account Profile About neon metal Metal package Shopping package Cyber package Travel package

All the great features you get with neon free are also included with neon metal: a Swiss account with one Mastercard for everything, affordable and transparent prices – everything digital, simple and secure in one app.

With neon metal, you also get a high-quality metal card and free cash withdrawals anywhere in the world. And that’s not all – you also get mobile phone insurance, three additional years’ warranty on electronic devices, a best-price guarantee and ticket insurance. As if that weren’t enough, you can also unlock other high-calibre shopping, cyber and travel insurance packages, just by using your metal card. Neon metal has a minimum duration of 12 months. 


Alongside the many brilliant features you get with neon free, your app also includes a special neon metal section in your profile. That’s where we’ll show you all your neon metal benefits and you’ll see which insurance packages you’ve already unlocked (and how far you’ve got to go until you unlock the next one).


neon metal is yours for 15 CHF a month.


The 15 CHF will always be charged at the beginning of the month – so you will always pay for each new month in advance.


If you meet the requirements (age, place of residence, tax liability), you can download the app easily via the Apple Store, Google Play Store or the Huawei AppGallery. Then grab your smartphone, passport or ID and residence permit, make sure you have a good internet connection and sit in a quiet corner for just under 10 minutes while you follow the app instructions. During these 10 minutes, you’ll select the neon metal account, enter your personal details, confirm these via a free video call or using photo identification and set your login code. That’s it. We’ll take care of the rest! Click here to read about the identification process in detail.


It’s so cool that you’re craving that metal feeling! Open up your neon app, click on «Profile» and then, under your name at the top, click on «neon free». You will then see your active account (neon free); switch to the neon metal overview by swiping right twice. Tap on «Get neon metal» and follow the steps.


First off, freeze your card in the app under «Profile», «Your card» and «Freeze Card». Then, you can order a new metal card. The metal card is highly valuable, so it’ll cost you 80 CHF – this is just to cover our costs (we don’t earn any money on it!). In exchange, you’ll have your unique all-metal card back and you’ll probably take even better care of it now. ;)


Quite simply: yes! You can pay with it as usual at the checkout via terminal or contactless. Mobile payment also works as before, of course.


Minimalist design meets 14 grams of stainless steel:

your metal card is a strong statement of your extraordinary lifestyle and works just like an ordinary plastic card.


If you opt for neon metal, you need to stick with this account for a year. Why? Because your metal card is unique – and expensive. That said, you can switch back to neon free at any time once a year has passed. We’ll be really sad to see you go, but we want to make it as easy as possible for you: open up your neon app, tap on «Profile» and then, under your name at the top, click on «neon metal». You will then see your active account (neon metal); switch to neon free by swiping left twice. This also means you’ll lose all the neon metal benefits you’ve earned – but you can keep your cool metal card until it’s expired.


When you sign up to neon metal or switch over to it, you’ll receive mobile phone insurance, a three-year warranty extension for your electronic devices, a best-price guarantee and ticket insurance – all without needing to spend anything on your card.


Your mobile phone insurance covers you against all possible kinds of damage. Whether your mobile phone falls into the sea on holiday, accidentally breaks into a thousand pieces while skiing, or is stolen at the Gurten festival by an unpleasant fellow raver – we’ve got you covered. Regardless of the value, age or type of device of your mobile phone.

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 mobile phone insurance only applies to your own mobile phone, whose phone number is registered to your neon account. And it must be activated with neon. You can make one claim a year, with a deductible per claim (85 CHF for damage and 150 CHF for theft). The insurance cover starts 30 days after you’ve received your neon metal card.


Simple: just complete our online claim form here.


There’s a three-year warranty extension for any electronic products you buy with your metal card. In other words, on the basis of your normal warranty of two years, your electrical and electronic devices have a total of five years of cover – thanks to neon metal.


The three-year warranty extension applies to grey, white and brown goods – never heard these terms before? Well, they refer to all the electronic devices you can no longer live without: your smartphone, your games consoles («grey goods»), your television («brown goods»), your washing machine and toaster («white goods») and much more. Your electronic goods need to be worth at least 50 CHF and the maximum benefit (i.e. the prices of all your grey, white and brown goods added together) is capped at 6'000 CHF per year. There are a few exceptions; for example, if you bought the products second-hand or if your device does not have a serial number (more details available here).


If your device breaks, you can claim your extended warranty via our partner's online portal. Keep the following documents ready to upload them on the portal: A copy of the sales receipt, the manufacturer’s warranty including the indication of the original warranty period, and – if applicable – a cost estimate including contact details of the certified repair centre.


The warranty extension no longer applies to new purchases from the time you switch to neon free. Purchases made while you were on neon metal are covered for a total of 5 years from the date of purchase (2 years under the original manufacturer's warranty and an additional 3 years under the warranty extension).


This insurance policy ensures that you get the best price, both online and in-store. Let’s say you happily bought the newest iPhone in a store, and you couldn’t be happier about it – but within 14 days, you see that another online seller is offering it for 40 CHF less. No problem: the best price guarantee will give you back the difference in price!

Please note that certain offers are excluded from the best price guarantee. These are, for example, sale offers, special discounts and limited offers (in terms of quantity and/or time) such as in this example: Deal! 50% off vacuum cleaner XY in the next 24 hours. To the conditions of the best price guarantee.


To benefit from the best-price guarantee, the product needs to be worth at least 50 CHF and must be from a Swiss supplier (such as a shop, mail-order company, or internet provider). The price difference between what you paid for your brand-new iPhone and the one you saw a week later needs to be at least 30 CHF.

Please note that certain offers are excluded from the best price guarantee. These are, for example, sale offers, special discounts and limited offers (in terms of quantity and/or time) such as in this example: Deal! 50% off vacuum cleaner XY in the next 24 hours. To the conditions of the best price guarantee.


It couldn’t be easier: complete this claim form, then send it to schaden_at_erv.ch. Send the following documents along with the claim form: the purchase receipt, a transaction receipt (in other words, a screenshot of your neon app), and evidence of the cheaper price (listing the lower price and the date of sale/issue).

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.


This insurance refunds you for tickets you’ve bought if you can’t make the event due to illness, injury, damage at home, cancellation of public transport due to a technical fault, an accident, or the breakdown of a personal vehicle. The ticket insurance covers concert tickets, entry fees for race events and other events where you paid for at least 80% of the ticket with your metal card.


This is a breeze, too: report it by filling out this online form. And don’t forget to attach these documents: the booking confirmation/invoice for the ticket, a medical certificate (or other official proof) and a transaction receipt for the ticket you bought (i.e. a screenshot of your neon app).


Once you’ve spent a total of 500 CHF using your metal card, you’ll unlock the shopping package, which includes return protection, purchase insurance and online buyer protection.


Return protection refunds you the full price of your purchase if, say, you’ve bought a pair of trainers but don’t want them and the seller doesn’t want to take them back. Of course, the trainers need to be unworn and in absolutely pristine condition. Return protection applies to goods worth at least 60 CHF and if you’ve paid for at least 60% of the value with your metal card. The maximum protected amount is 1'000 CHF a year.



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.


It covers «movable goods», so things like headphones, razors, clothes and household goods. Mobile phones, entry tickets and second-hand items are not protected.


You need to submit the following documents: this completed claim form, the transaction receipt for the goods bought (a screenshot from your neon app) and written confirmation from the retailer that shows the fact that your purchased goods weren’t accepted and why. You can either email this to info.ch_at_allianz.com or send a hard copy to: Allianz Assistance, Richtiplatz 1, Postfach, 8304 Wallisellen, Switzerland.

Once Allianz Assistance has checked the documents and determined that you’re entitled to return the goods, they’ll ask you to send the goods you’ve purchased to them within 30 days by registered post. Please keep the proof of postage so that you’ve got evidence in case the package doesn’t make it to Allianz Assistance.


Purchase protection covers you if, say, you buy a pair of trainers that are destroyed, damaged or stolen within 90 days of purchasing them. Purchase protection cover applies to goods worth at least 50 CHF and if you’ve paid for at least 60% of the value with your metal card. The maximum protected amount is 2,000 CHF a year.



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.


Your purchase protection covers things like electronic devices, smartphones and household devices.


It couldn’t be easier: fill out this claim form and email it to info.ch_at_allianz.com or send a hard copy to the following address: Allianz Assistance, Richtiplatz 1, Postfach, 8304 Wallisellen, Switzerland. Send the following documents along with your claim form: the purchase receipt (the price and date of purchase must be visible) and a transaction receipt (i.e. a screenshot of your neon app). If the item has been damaged, send photos evidencing this too.



If your goods have been stolen, report this to the local police station within 48 hours of noticing the theft and send your police report along with the above documents.


Online buyer protection covers you if you buy a pair of trainers online but you get the wrong pair, a damaged pair or no trainers at all. Online buyer protection covers goods if you’ve paid for at least 60% of the value with your metal card; the maximum protected amount is 10'000 CHF a year.


As soon as you realise that your trainers are damaged (or that they haven’t arrived), call Allianz within 72 hours on the following number: +41 44 283 38 83. Then complete this claim form and email it to info.ch_at_allianz.com or send a hard copy to the following address: Allianz Assistance, Richtiplatz 1, Postfach, 8304 Wallisellen, Switzerland. Send the following documents along with your claim form: the purchase receipt (the price and date of purchase must be visible), a transaction receipt (i.e. a screenshot of your neon app) and proof that the goods were shipped (online shipping confirmation). If your goods were damaged, send photos evidencing this too.


In addition to you, people who live in the same household as you are covered by the online purchase protection. If you have underage children, they are also covered — even if they do not live in the same household as you.


Once you’ve spent a total of 5,000 CHF on your metal card, you’ll unlock the cyber package – including online legal and account protection.


Online legal protection covers you if you’re the victim of copyright infringement, an invasion of privacy or abusive computer crimes or online crimes. You’re covered for up to 20'000 CHF per year.


Important: report the incident immediately by phone at +41 44 283 38 83 to receive support and consent to any specific legal protection measures. Please do not commission any legal representatives or take any legal action without the agreement of the insurer.

If there are differences of opinion on the measures to be taken (such as if the insurer thinks an intervention would be futile), you are entitled to have the issue re-assessed by an independent mediator. You can request this after you have received a letter from the insurer stating the grounds.


In addition to you, people who live in the same household as you are covered by the online legal protection. If you have underage children, they are also covered — even if they do not live in the same household as you.


Online account protection offers cover for financial losses caused by the misuse of your accounts and cards, including mobile payment systems, up to a maximum of 20'000 CHF a year.


If you think someone might have access to your neon account or neon card, let us and the police know immediately and block the card in your app under «Profile», «Your card» and «Freeze Card». Then, ask us for a written declaration so you can be compensated for financial losses. If you want to make a claim, send this written declaration, the police report and account statements for the fraudulent charges (i.e. screenshots of your neon app).

Note: this online account protection doesn’t just apply to neon – it goes for your other accounts and cards too. If you want to make a claim, you need to do the same thing – but, of course, let the other bank know instead of us. :)


In addition to you, people who live in the same household as you are covered by the online account protection. If you have underage children, they are also covered — even if they do not live in the same household as you.


As soon as you’ve spent 15'000 CHF with your metal card, you’ll unlock the travel package, which provides health insurance abroad (including costs for search, recovery and transport services) and cancellation, flight delay and baggage insurance.


In addition to you, people who live in the same household as you are covered by the travel package. If you have underage children, they are also covered — even if they do not live in the same household as you.


If you fall ill or suffer an accident during your booked trip, for example if you break your arm when cycling in Rwanda, and you’re under 80 (sorry!), then this health insurance provides cover for a period of 90 days. ERV will cover up to 200'000 CHF a year for health insurance abroad (Switzerland is not included), provided that you’ve paid for 80% of your travel costs with your metal card.


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 you have an accident or fall ill, you should first contact a doctor and ensure you get treatment. As soon as you’ve recovered (hopefully very quickly!), send the following documents to ERV at schaden_at_erv.ch: a completed claim form (this one if you have an accident, and this one if you fall ill), a detailed medical certificate, invoices for doctors’, medication and hospital costs, plus prescription slips, and a transaction receipt for your booked trip (i.e. a screenshot of your neon app).


In the event of a serious accident – like if you break your arm when cycling in Rwanda – the costs of transporting you to the nearest hospital that’s capable of treating you will be covered. You’re also covered in the event of a serious illness or death. If necessary, you’re also insured in the event of a search and recovery operation if you’re classed as lost or need to be rescued. More info here.


The insurance will cover up to 100'000 CHF a year for transport costs and 100'000 CHF for search and recovery costs. Both apply worldwide if you have paid for at least 80% of your trip on your metal card. 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 possible, contact the alert centre immediately on +41 848 801 803 (emergency number) or on +800 8001 8003 (free phone number, not available in all countries). If that’s not possible, submit the following documents to ERV at schaden_at_erv.ch: the booking confirmation for your trip, a transaction receipt for your booked trip (i.e. a screenshot of the neon app), and a medical certificate with your diagnosis, official certificates, a death certificate, invoices for other costs insured, travel tickets and/or police reports.


Cancellation insurance protects you if you can’t make a booked flight or train due to illness, injury, pregnancy complications, death, strikes, unrest, major damage to your home, the cancellation of public transport or the 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 start to your trip, it also covers the resulting additional costs. Your global cover amounts to 15'000 CHF a year, provided you have paid for 80% of your travel costs with your metal card.



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. 


Depending on how you booked the flight, you should either tell your travel agent or your carrier directly when you realise you won’t be able to go on your trip. If you’d like to make a claim, you need to submit the following documents to schaden_at_erv.ch: the booking confirmation for your trip, invoices for cancellation/subsequent travel costs, a detailed medical certificate or other official proof and a transaction receipt for the ticket you bought (i.e. a screenshot of your neon app).


If you miss your connecting flight due to a delay of at least three hours and the first airline is the only entity at fault, the insurance covers the additional costs you incur for continuing your trip (after you’ve asserted claims against the airline), such as hotel costs, rebooking costs and telephone charges. Your cover applies globally (with the exception of Switzerland) and amounts to 1'000 CHF a year, if you’ve paid for 80% of the travel costs with your metal card.


Notify schaden_at_erv.ch without delay that you’ve missed your connecting flight. You need to send the following documents to the same email address: this completed claim 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. a screenshot of your neon app).


Your baggage is insured against theft, robbery, damage and loss during your trip. If your baggage arrives at your destination substantially delayed, we’ll cover the costs for the bare necessities that you need to buy (unfortunately, we don’t cover the costs of a new gravel bike if your own one arrives late for your cycling holiday!). You benefit from global cover of up to 2'000 CHF a year (except within Switzerland) if you paid for at least 80% of the cost with your metal card. 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.


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, notify schaden_at_erv.ch of the damage without delay, complete this claim form and send it across along with the documents requested by ERV.


No, the neon green and neon metal benefits only apply to private accounts. 


Do you like neon? Recommend neon and invite your friends.

To do so, go to «Profile» in the app and then tap on «Invite a friend». There you will find your personal referral code, which you can directly share with your friends. They will then have to enter your code during their account opening. And you will see in the app how many friends you have successfully invited to neon. A referral is considered successful when your friend has fully opened their account and transferred at least 1 CHF.

Thanks to neon2neon transfers, you can send money to your friends who also have a neon account at lightning speed. And with your recommendation, you help us continue to grow and change the market for the better. Around 70'000 users have already joined neon through referrals – your trust is our best publicity. And: More users allow us to keep our fees low and to invest more time and money into developing new features.

On January 15, 2024, we introduced a new referral model: The previous referral bonuses of CHF 10 per person have been replaced by a promo mode. Meaning that there will be promos on various topics several times a year. You will be informed by email as soon as a promo is available.


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