FAQ about our current situation

You can reach us as follows:

Phone: You can reach us at the service numbers.

SBK branches: Our branch offices are open for you. Please be prepared for longer waiting times - thank you for your understanding.

E-mails: You can reach our personal customer advisors by e-mail.

Mail: Your mail reaches us regularly. Since we temporarily had no access to our systems, there are also delays in the processing of your mail.

Meine SBK App: Until all systems are running securely again, the online office My SBK will remain deactivated.

We do everything we can to process your requests as quickly as possible. Please understand that this may currently take considerably longer than you are used to.

The top priority in processing is to ensure that urgent medical care is provided and to deal with issues that affect your livelihood, such as the payment of sickness benefits.

In this special situation, we ask you to refrain from inquiries about less urgent matters. Thank you for your assistance and understanding.

Until all systems are running securely again, the online office Meine SBK and the SBK patient file (ePA) will remain deactivated for security reasons.

As soon as these two online services are available again, we will inform you here. Until then, we thank you for your understanding and patience.

Please contact us by phone using the service numbers or come by in person at a branch office.

No, you do not need to resubmit your documents that you sent by mail. 

From 26.04.2023 to 14.05.2023 we could not receive any e-mails. As of 5/15/2023, you can reach our customer service department by email again. 

We will keep you updated at this point. Please take into account that due to the current situation there is a severely delayed processing on all channels.

A comprehensive analysis by an experienced team of IT forensic experts and security specialists has found no evidence that customer data has been stolen from us or that malware has been spread via our systems.

The best protection against phishing is vigilance. As a rule, cyber criminals send fraudulent e-mails in which data is to be captured via links or attachments. The fake e-mails often look deceptively genuine. The consumer advice center provides extensive information on this. You can find information here (only available in german): https://www.verbraucherzentrale.de/wissen/digitale-welt/phishingradar/phishingmails-woran-sie-sie-erkennen-und-worauf-sie-achten-muessen-6073

SBK will never ask you for your personal data, account information, passwords or health information in emails or text messages.

Therefore, do not respond to a suspicious e-mail under any circumstances! Do not click on any links and do not open any attachments. Instead, please take a screenshot or a photo and send this information to this e-mail address: informationssicherheit@sbk.org

You can find all relevant information about services and treatment options at www.sbk.org. Here you can obtain detailed information at any time. 

We will also be happy to advise you in person: You can reach us again by telephone via our temporary service numbers or you can drop by an office in person.  

We are not currently aware of any problems with this. However, if your health card does not work, medical treatment is possible with your personal data.

What can you do? Contact the temporary service number for insured persons and have a replacement certificate issued. You can then submit this to the doctor's office. Alternatively, the doctor's office can contact us directly and request the replacement certificate. Important: Please do not accept private bills.

We will be happy to issue you a replacement certificate, which is a fully valid substitute for presentation at the doctor's office. Simply call us on the temporary service number for this and we will send it to you promptly. In urgent cases, we can also issue it to you in person at the nearest office.

In urgent cases, we can also issue them to you in person at the nearest office.

Yes, we can receive your electronic sick note (eAU). For more information, click here.

As usual, you will receive your payment from us if your doctor determines that you are unable to work. You can find more information about this here.

If the requirements for household assistance are met, this can be approved by telephone. To do so, please call our service number or contact your personal customer advisor by e-mail.

You can also drop by an SBK office.

Until our IT systems are fully back up and running, we will not receive or be able to process rehab applications. Please contact us by phone using the temporary service number or stop by an SBK office.

The monthly care allowance for the month of May was transferred on time. The payment of the care allowance for June will also be made as usual.

You can still find all relevant information about insurance and premiums at www.sbk.org. You can obtain information here at any time. For urgent matters, our temporary service number for insured persons is available.   

Since our IT systems are only gradually being brought back up, we are currently not receiving any insurance applications and cannot process them. Therefore, in urgent cases, please call our temporary service number for insured persons or stop by an SBK office. 

You can rest assured: After the end of a membership (e.g., at the end of employment) or the end of a family insurance (e.g., due to too high an income), there is automatically a follow-up insurance, provided you are not insured elsewhere. We will be happy to clarify the details with you as soon as this is possible again.

You can use your SBK health card as usual.  

If you need a membership certificate - e.g. for a new employer or the employment agency "Agentur für Arbeit" - please call our temporary service number for insured persons. We will be happy to send you the certificate.

The debit on May 15, 2023 could not be made in time and will be made up in the last week of May. 

You can rest assured: The late debit will not cause you any disadvantages in the current situation.

Yes, the data is imported on a daily basis.

The applicant receives a confirmation immediately after sending the A1 application. This is sufficient for sending the employee abroad.

Until all IT systems are available again, a timely debit is currently not possible.

You can rest assured: You will not suffer any disadvantages as a result of the delayed direct debit if we have received your Sepa direct debit mandate on time.

Until our IT systems are fully available, we will not be able to access or process electronic data. Please understand that this means that regular processing of requests is unfortunately not possible at the moment.

For urgent matters, such as information on the co-payment status of our customers, which require immediate clarification, you can contact our telephone for service providers:

0800 0725 725 9300(Mon-Fri 8:00-18:00 toll-free within Germany).

We are returning to our usual business operations in a gradual and controlled manner. We will keep you informed on this website about the next steps and when we can be fully available for you again.

Currently, we are primarily handling very urgent concerns. You can help us by refraining from inquiring about payments that still have time. As soon as we are back in regular business, we will be happy to clarify this for you. Thank you for your understanding in this special situation.