Care Concept
FAQs

This message often appears when no registration for the customer portal has been completed yet. Please first check whether you have already registered.

If you are certain that you have registered and the message still appears, please contact our application department at +49 228 977 35 11.
We will check your customer account and help restore access to your customer portal.

If you did not receive a reset mail, this is often because you have not yet completed the customer portal registration.Please first check whether you are registered.

• Check your spam folder.
• If the message is not there, please contact our application department at +49 228 977 35 11.
  We will assist you in restoring access to your customer portal.

If you deleted the Google Authenticator app, please first check whether you still have your 8-digit backup codes. These allow you to log in to the customer portal.

In the Customer Portal, you can generate a new QR code under “Settings.” Please scan this code again with the authenticator app to regain access to your 6-digit security code.

If your invitation or confirmation link has expired, please contact our application department at +49 228 977 35 11.
We will send you a new link or update the existing one so that you can successfully complete the customer portal registration.

First check whether you still have your 8-digit backup codes. With these, you can continue to access your customer portal.

If backup codes are available:
You can generate a new QR code for the Google Authenticator app in your customer portal settings and set up your new device.

If no backup codes are available:
Please contact our application department at +49 228 977 35 11.
We will send you a link to delete your current access so that you can complete a new registration and use the portal securely again.

An invalid security code is often caused by an incorrect time setting on your device. The code is valid for only 30 seconds, so your device must have the correct time.

• Android: Open Google Authenticator → Settings → Time correction for codes → Sync.
• iOS: Ensure your date and time are set to automatic: Settings → General → Date & Time → Set Automatically.

If the issue persists, please contact our application department at +49 228 977 35 11.
We will help you restore access to your customer portal.

Please check the following:

• Invitation link:
  Ensure you received and used the invitation link to register. After registration, your contract is added automatically.
• Manual addition:
  If you did not receive an invitation link, you can manually add your contract under: Settings → Manage additional contracts → follow the authentication steps.

If the contract still does not appear, please contact our application department at +49 228 977 35 11.
We will help make your contract visible in the customer portal.

The 6-digit code from the bank transfer cannot be used for login. Please first log in with your normal customer portal credentials (mail address, password, and security code from the Google Authenticator app).
After successfully logging in, you can enter the code from the bank transfer under “Settings” to complete your contract enrollment.

If you still encounter problems, please contact our application department at +49 228 977 35 11.
We will help you correctly store both the contract and the security code.

At the moment, the customer portal does not offer a messaging function.

Bize ulaşmak için lütfen resmi iletişim kanallarını kullanın. İlgili telefon numaraları ve e-posta adreslerini burada bulabilirsiniz.

This message appears when an account already exists for your mail address. Please log in using your mail address and password. If you no longer know your password, click Forgot password to create a new one and regain access.

If you still experience difficulties, please contact our application department at +49 228 977 35 11. We will help you regain access to your customer portal.

Your IBAN may be rejected for the following reasons:

• The IBAN was entered incorrectly (with or without spaces is acceptable).
• Only German and Austrian bank accounts are supported.

Please ensure that you are on the home screen of the app.

Uploads are only possible via the home screen.

Documents cannot be submitted via My Care Concept / customer portal within the app.

Uploading PDF files is not supported in the claims app. Receipts must be photographed directly within the app. Alternatively, you can upload files (including PDFs) via the Customer & Service Portal.

Please check the following:

• The insurance number must not contain spaces.
• Policies whose insurance number contains a hyphen (e.g., S14-25-…) cannot submit invoices via the app.
• In this case, please use the Service Portal to upload your receipts.