Stop broker calls

Calls from brokers are often unsolicited. CSS advocates for strict rules and observes high quality standards.

New industry agreement

CSS has argued against cold calling and in favour of capping commissions for brokers for some time. Many health insurers already refrain from cold calling customers. The updated industry agreement in effect as of 1 September 2023 represents a further step in this direction: the commission earned for basic insurance is now limited to a maximum of CHF 70 and applies to all brokers. In the case of supplementary health insurance, the commission must be ‘economical’. FINMA may verify compliance with this principle. In the event of failure to comply with the industry agreement, reports of potential breaches can now be submitted to a central reporting office. The original industry agreement has been in force since 2021.

Submit complaint

Reporting advertising calls

Making telemarketing calls to people with a starred listing (*) in the telephone directory is basically forbidden. You can report violations on the website of the State Secretariat for Economic Affairs (SECO) and complain about unsolicited advertising calls. You can also report any other unfair business practices there.

Report now

Comprehensive quality standards

CSS takes a variety of measures to ensure a high level of quality and transparency. Together with the other members of the industry association curafutura, it has, among other things, defined and adopted the following quality standards:

  • Brokers working for CSS must be registered with the Swiss Financial Market Supervisory Authority (FINMA) – an important point as brokers often call from abroad (but with a Swiss number!).
  • Clearly defined telemarketing quality standards must be observed. These include: no pretending to call for a different reason (such as market research); indicating where the caller obtained the address and phone number; providing written confirmation of insurance taken out by phone, with a guaranteed 14-day right to withdraw from the contract.
  • CSS pledges that its employees and external brokers will not engage in telephone cold calling (i.e. calling people who have not previously been in contact with the company).
  • Health insurers will work only with properly trained brokers.

All further points of the full curafutura Code of Conduct can be found in the quality standards.