FAQ

Frequently asked questions

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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.


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