Frequently asked questions

Get the answers to frequently asked questions about Meine SBK (online self-service) here.

Frequently asked general questions about Meine SBK:

 

Frequently asked general questions about the Meine SBK app:

Frequently asked general questions about Meine SBK:

Registration

With Meine SBK (online self-service), you can make use of a number of exclusive online services free of charge from the comfort of your home or while out and about – services like:

  • Managing your personal data at any time
  • Receiving your post online quickly, easily and securely
  • Taking part in the Bonus Scheme and printing out your bonus booklet online
  • Subscribing to personal newsletters from your personal consultant or to our customer magazine
  • Requesting forms and member certificates digitally
  • Printing out overseas health insurance certificates for you and your family members

Learn more about Meine SBK

Any SBK customer aged 15 or older can register for Meine SBK.

You just need your health insurance number, postal code, date of birth and email address to register. You can then set your own password.

Your new password must contain at least

  • 8 to 20 characters,
  • 1 capital letter,
  • 1 lowercase letter,
  • 1 number and
  • 1 special character.

Within a few minutes of setting your password, you should receive an email with an activation link. Once you click the link, your account will be activated. You can start using essential services right away. In exceptional cases the email may end up in your spam folder. If you do not receive an email, please check your spam folder and mark the message as trustworthy/not spam.

For security reasons, you will also be sent a device registration code by post within three to four working days after you register. With this code you can link your Meine SBK account to a device of your choice (via smartphone app or computer program) using two-factor authentication. This allows you to have full access to your personal data as well as all the features and services of Meine SBK. 

If you are a new SBK customer and are not yet registered for Meine SBK, you will receive your device registration code automatically by post a few days after your insurance coverage begins for security reasons.

The code is sent to the address we have saved for you in our system. If you have moved house recently, it is best to clarify in advance whether SBK has already stored your new address in our system. In this case, please contact your personal consultant or our support team on 0800 072 572 597 50.

Please check your entries. The health insurance number, which begins with a capital letter, must not have any blank spaces. You can find your health insurance number on your electronic healthcare card. It is a series of ten characters starting with a capital letter (e.g. M123456789).

Have you moved house? If SBK has not yet saved your new address on our system, please let us know your new address before you register. Only then will you be able to register using your new postal code. Please contact your personal consultant or our support team on 0800 072 572 597 50 to update your address.

 

Yes. You can delete your Meine SBK account at any time by logging in one last time and selecting ‘Delete account’ under ‘My data’.

Login

Enter your health insurance number and your chosen password to log in.

For security reasons, the device registration code will be sent to you by post within three to four working days of you first registering. Enter your health insurance number and your chosen password to log in. After logging in, you will be prompted to register your device. In addition, you will also have the possibility of registering your device when you select a protected function. 

For your own security, please do not forget to log out at the end of each visit to Meine SBK. You can do this by clicking on ‘Log out’ in the menu.

 

Firstly, please check if you are already registered for Meine SBK. This may have taken place some time ago. If you are already registered, please select the login option. If you have forgotten your password, you will receive an email with a link to set a new password.

Check the data you have entered: the health insurance number, which begins with a capital letter, must not have any blank spaces. You can find your health insurance number on your electronic healthcare card. It is a series of ten characters starting with a capital letter (e.g. M123456789).

Have you moved house? If we have not yet saved your new address on our system, please let us know your new address before you register. Only then will you be able to register using your new postal code. Please contact your personal consultant or our support team on 0800 072 572 597 50 to update your address.

 

For security reasons, your account is locked for at least one hour after three unsuccessful attempts to log in. You can then try again after this period. We recommend that you use the forgotten password service. You will then receive an email with a link in order to reset your password. For security reasons, you will then need to reregister your device in order to use all the features of Meine SBK.

Device registration in line with two-factor authentication

At a time when data leaks and hacker attacks are becoming increasingly common, we have invested in protecting your data. By registering your device, your healthcare data and personal information will be even better protected from access by unauthorised persons. You only need to register your smartphone or computer once. Your chosen device is then linked to your Meine SBK account and represents a second security factor alongside your password. This step is required in order for you to be able to use Meine SBK fully. This also means we are following a new legal guideline for the communication between the health insurer and the customer (GKV-SV guideline regarding contact with customers in accordance with section 217f, paragraph 4, point b, of the German Social Security Code, Book V (SGB V)).

The device registration code is a series of ten characters composed of figures and numbers which, for security reasons, we will send to you by post after registration or if you request it. With this code you can link your Meine SBK account to a device of your choice (via smartphone app or computer program) using two-factor authentication. The device you have registered represents a second security factor alongside the password.

For security reasons, the device registration code will always be sent by post.

  • If you reregister, you will automatically receive your device registration code within a few working days.
  • If you are a new SBK customer, you will automatically receive your device registration code a few days after your insurance coverage begins.
  • Users who are already registered can request a new device registration code in Meine SBK at any time, if, for example, they no longer have their code to hand. In this case, all previous device registration codes are invalidated.

 

The device registration code is valid for 48 months from the date it is generated, as long as you have entered it for the first time within 60 days of it being generated. If you do not enter the code for the first time within 60 days of it being generated, the code will be invalidated. In this case, you can request a new device registration code from Meine SBK.

If you enter the device registration code incorrectly five times in a row, the code will be blocked for ten minutes.

No. If you create a new password, all previous device registrations will be reset for security reasons and you must reregister your device by entering the existing device registration code. If you no longer have this to hand or it is no longer valid, please request a new device registration code in Meine SBK.

You can register a maximum of one smartphone (via smartphone app) and one computer (via computer program) at the same time

By registering via smartphone app you are killing two birds with one stone: once you have entered your device registration code in the Meine SBK app once, you have access to all areas with particularly sensitive data. Furthermore, you will remain flexible and can use the app as a second security factor if you wish to use Meine SBK in your browser. In this case, we will send you an access request on your registered smartphone when you enter areas with particularly sensitive data

You need a smartphone with an operating system of iOS 12 or later or Android 6.0 or later. Tablets are not supported

Yes. You must grant permission to access the ‘Phone’ function in order to connect the device with your Meine SBK account. Permission will be requested when you first log into the new app version and whenever you log in until you select ‘Do not ask me again’. It is not possible to log in without confirming this permission. The permissions can be altered in the smartphone’s settings.

Yes, you can log into Meine SBK without registering your device. However, in this case you cannot access areas with particularly sensitive data (indicated by the padlock symbol).

To install the computer program you will need a Windows PC (Windows 8 or later) or a Mac.

Windows 7 has not received any security updates from Microsoft since 14 January 2020. For this reason, following a transition period of 12 months, SBK does not permit the use of the computer program with Windows 7 as of 14 January 2021.

Windows Vista, Windows XP and Windows 2000 are not supported. The Linux operating system is also not supported.

 

Forgotten password

If you have forgotten your password, you can request an email with a link for resetting your password using the ‘Forgotten password’ function.

Your personal password that you choose for yourself must contain at least

  • 8 to 20 characters,
  • 1 capital letter,
  • 1 lowercase letter,
  • 1 number and
  • 1 special character.

Use this password and your health insurance number to log into your personal online self-service branch and start using some of the exclusive services there. To be able to use Meine SBK fully, you will need to register your device using your personal device registration code.

 

General information

Your data is secure in the data centre. The website is effectively protected by appropriate firewalls. The pages of Meine SBK are secured via SSL encryption. SSL stands for ‘Secure Socket Layer’ and refers to an internet protocol for secure data transmission. This encryption was certified by GMO GlobalSign Ltd. Your data is protected from unauthorised third-party access by the password. SBK regularly commissions independent IT security experts to ensure that your data stays protected.

 

The newest version of the following browsers are optimally supported. 

Mobile: 

  • Chrome (Android)
  • Safari (iOS)

Desktop:

  • Firefox
  • Firefox ESR
  • Chrome
  • Edge (Windows only)
  • Safari (Mac only)
  • Internet Explorer 11 (some things may not be displayed properly)

Using up-to-date browser versions helps keep your data secure, as in addition to new functions they often include security optimisations as well. It is usually possible to use older browser versions, but this may reduce functionality. 

Adobe Acrobat Reader is required in order to view PDF receipts. Please enable JavaScript when using the Safari browser, in order to be able to use all functions and services.

If you receive a message about (security) settings when registering or logging in, please set the following:

  • Allow third party cookies
  • Disable the pop-up blocker
  • Set the security level to ‘medium high’
  • Mark sbk.org as a ‘trusted site

Support for questions or problems

Just call us on 0800 072 572 597 50 (free of charge within Germany). We will be happy to help you Monday to Friday from 8 a.m. to 8 p.m.

Or just use our

Meine SBK contact form

Frequently asked general questions about the Meine SBK app

System requirements

Meine SBK is available for iOS 12 and later and for Android 6.0 and later.

 

Using the app

The Meine SBK app is an exclusive service for Siemens-Betriebskrankenkasse customers. We use your health insurance number and date of birth to verify that you are an SBK customer and to assign you your personal consultant.

As a prospective client, you are not currently able to use the app.

 

You can find your ten-character health insurance number on your electronic healthcare card. The first character of your health insurance number is always a capital letter.

 

Yes, but you will need to enter your health insurance number and your date of birth every time you use the app. Your data will only be saved on the app, secure and encrypted.

 

If you uninstall the app, all data you have entered will be permanently deleted. If you install Meine SBK and start using it again, you will need to enter your health insurance number and date of birth again.

Yes, you will need an internet connection to be able to use the Meine SBK app.

 

The most common reason for this is a weak internet signal. Please check your internet connection. Please make sure that your end device is registered in a mobile network, that you can use this and that the mobile data on your phone is activated. Alternatively, please check that you are connected to a Wi-Fi network and have access to the internet.

 

For security reasons, your account is locked for at least one hour after three unsuccessful attempts to log in. You can then try again after this period.

We recommend that you use the forgotten password service. You will then receive an email with a link and will be able to reset your password yourself. Note: For security reasons, your device registration will be deleted and you must enter your device registration code again in order to use Meine SBK services fully.
 

 

The Meine SBK app will be automatically shown in English if the operating system on your end device is set to English. It is not currently possible to manually change the language.

 

There can be various reasons for this:

  • You have moved, but have not yet informed SBK of your new address: please tell us your new address by phone or by post (not via email, for reasons of data protection).
  • A carer is in charge of your enquiry: in this case, the postal code of the carer should be entered.
  • You have a foreign postal code: in this case, please enter only the numbers and not the country code to register (example: for the postal code CH-2345, enter 2345)

There can be various reasons for this:

  • You are not yet 15 years old: registering for Meine SBK is not possible for those under 15 years of age. Family members appear in the account of the main insurant relative. From the age of 15, an individual registration in Meine SBK is required.
  • There is no current insurance period: this is the case if, for example, you are switching employer and the old employer has registered you but the new employer has not yet sent a registration to SBK.

 

Your password must be

  • 8 to 20 characters long,
  • contain 1 capital letter,
  • 1 lowercase letter,
  • 1 number and
  • 1 special character.

 

Please check your email inbox. Possible reasons include:

  • The email has been moved to your spam folder.
  • Your inbox is full and the email cannot be delivered.
  • You have entered an incorrect email address when registering (e.g. with a typo). In this case, please contact our customer service.

The activation link is valid for 24 hours. If the link is more than 24 hours old, please request a new activation link using the forgotten password function.

 

The camera is needed for uploading documents. The access to your contacts is necessary so that you can call your personal consultant from the app.

The sending of notifications is necessary on iOS devices so that you can confirm requests for access (see device registration and two-factor authentication) without logging into the app.

You can change your consent at any time via the settings on your smartphone.

 

iOS:  A fingerprint (Touch ID) or a face (Face ID) must be saved in the system already. You can find instructions on how to set up Touch ID on the system here. You can find instructions on how to set up Face ID on the system here.

Android:  You will need Android version 6.0 or later which supports fingerprint logins. In addition, a fingerprint must already be saved in the system.

 

Fingerprint/Touch ID/Face ID will always be activated for a particular password. After changing the password, a message to say that the password has been changed will appear when you log in using Fingerprint/Touch ID/Face ID. It will then be necessary to enter the password once. As soon as you have successfully logged in with the new password, Fingerprint/Touch ID/Face ID will be automatically linked to the new password and can then be used to log in again.

 

No, on iPhones (from iPhone 5s and later), either Touch ID or Face ID is available, never both. Apple seems to be concentrating on Face ID – all new iPhones are equipped with it.

 

Areas with particularly sensitive data are indicated with a padlock symbol. You can only use these if you have entered the device registration code. You can find out everything you need to know about this under ‘Device registration and two-factor authentication’.

 

Have you already performed two-factor authentication? If not, please use the device registration code to link a smartphone of your choice with your Meine SBK account. You can find out everything you need to know about this under ‘Device registration and two-factor authentication’.

 

Device registration and two-factor authentication

By registering your device, your healthcare data and personal information will be even better protected from access by unauthorised persons. Register either your smartphone or your computer just once and the device of your choice will be linked to your Meine SBK account. The device you have registered represents a second security factor alongside the password. This step is required in order for you to be able to use Meine SBK fully. Using two-factor authentication means that SBK is following a new legal guideline for the communication between the health insurer and the customer (GKV-SV guideline regarding contact with customers in accordance with section 217f, paragraph 4, point b, of the German Social Security Code, Book V (SGB V)).

 

Yes, you can log into Meine SBK without registering your device. However, in this case you cannot access areas with particularly sensitive data (indicated by the padlock symbol).

 

In order to be able to use all online services, you must register your smartphone just once using a device registration code. It is important that you log in using your ten-character health insurance number which is on your electronic healthcare card. Note: The first character is always a capital letter.

 

The device registration code is a series of ten characters composed of figures and numbers which, you will receive by post after registration or if you request it. With this code you can link your Meine SBK account to your smartphone using two-factor authentication. The smartphone represents a second security factor alongside the password.

 

If you reregister, you will automatically receive your personal device registration code by post within a few working days.

If you are a new SBK customer, you will automatically receive your personal device registration code by post a few days after your insurance coverage begins.

Users who are already registered can request a new device registration code in Meine SBK at any time, if, for example, they no longer have their code to hand. In this case, all previous device registration codes are invalidated.

 

The code is sent to the address we have saved for you in our system. If you have moved house recently, it is best to clarify in advance whether SBK has already stored your new address in our system. In this case, please contact your personal consultant or our support team on 0800 072 572 597 50.

 

The device registration code is valid for 48 months from the date it is generated, as long as you have entered it for the first time within 60 days of it being generated. If you do not enter the code for the first time within 60 days of it being generated, the code will be invalidated. In this case, you can request a new device registration code from Meine SBK.

The device registration code will also become invalid as soon as a new device registration code is requested.

 

If you enter the device registration code incorrectly five times in a row, the code will be blocked for ten minutes.

 

You can register a maximum of one smartphone (via smartphone app) and one computer (via computer program) at the same time.

 

If you register more than one smartphone (per smartphone app) and one computer (per computer program) at the same time, this will lead to the previous device which has been registered the longest being automatically signed out while the newly registered devices will remain signed in.

 

By registering via smartphone app you are killing two birds with one stone: once you have entered your device registration code in the Meine SBK app once, you have access to all areas with particularly sensitive data. Furthermore, you will remain flexible and can use the app as a second security factor if you wish to use Meine SBK in your browser. In this case, we will send you an access request on your registered smartphone when you enter areas with particularly sensitive data.

 

Yes. You must grant permission to access the ‘Phone’ function in order to connect the device with your Meine SBK account. Permission will be requested when you first log into the new app version and whenever you log in until you select ‘Do not ask me again’. It is not possible to log in without confirming this permission. The permissions can be altered in the smartphone’s settings.

 

No. If you create a new password, all previous device registrations will be reset for security reasons and you must reregister your device by entering the existing device registration code. If you no longer have this to hand or it is no longer valid, please request a new device registration code in Meine SBK.

 

Taking photos and submitting documents

You can currently send a variety of documents to us via the Meine SBK app. These include: 

  • Certificate of adoption
  • Certificate parental leave/benefits
  • Certificate of expected due date
  • Certificate of premature birth
  • Birth certificate
  • Payslip
  • Certificate of marriage
  • Certificate of incapacity for work
  • Pension approval certificate
  • Certificate of enrolment
  • Tax assessment
  • Study certificate
  • Reintegration plan

Furthermore, you can submit various invoices and use online forms. The acceptance of further documents is planned.

Place the document on a level, plain-coloured surface, which contrasts with the document and ensure that the area is well-lit. Hold your device horizontally over the document and ensure that the entire document can be seen on the screen. The photo will be taken automatically as soon as all the criteria are fulfilled. Please then check if the photo is legible and in focus.

If it is not possible to take the photo automatically, you can also take a photo manually using the relevant button in the app.

 

Yes. As soon as you click on ‘Submit’ and have a stable internet connection, the document will be sent. As soon as your document has been received by SBK, you will receive a message in the app saying ‘Thank you very much for sending us your document’.

 

If you do not have an internet connection when you try and send a document, the submission of the document will be cancelled (Android) or interrupted (iOS). For Android devices, please retry sending the document as soon as a stable internet connection is available again. For iOS, the sending of the document will be automatically restarted as soon as a stable internet connection is available again.

 

Your document will be transmitted to SBK as soon as you submit it. SBK will receive it instantly. Further processing may take several days.

 

The images are compressed before they are sent. The image size is between approximately 600 KB and 1.5 MB. As a general rule of thumb, the better the camera, the larger the image.

 

If the image we receive is illegible, we will contact you and ask you to send us the document again. It is therefore important that you still have the original.

 

The photos received by SBK are archived for ten years in an electronic form in line with the statutory storage deadlines.

 

The sent documents will be saved in the app until the app is uninstalled or reinstalled, but can be deleted manually at any time.

 

Yes. You can delete documents in the ‘My documents’ section or on the relevant detail pages by clicking on the bin symbol and confirming the action in the subsequent dialog box. If the document has already been submitted, you are only deleting the document from the app, while SBK will retain its copy.

 

Yes. By clicking on a document in the ‘My documents’ section, you will be taken to a detail page of a document. There, you can click on the image and enlarge it if needed.

 

About SBK

Yes. You can take care of many enquiries from the comfort of your own home and independent of our opening times in your personal online self-service branch Meine SBK, as well as use exclusive services like Online Post.

 

Support and contact

Do you have a question about the Meine SBK online service? Our personal consultants are available to take your call Monday to Friday from 8 a.m. to 8 p.m. on: 0800 072 572 597 50 (free of charge within Germany).

Or simply use our contact form, where you can describe the problem or send us the error message you are seeing.

 

Interested in becoming an SBK member? The SBK Prospective Client Hotline will be happy to advise you: call us on +49 800 072 572 570 07 (free of charge within Germany).