TytoHome FAQ

If you can't find the answers to your questions here, please contact our technical helpline on +41 52 244 28 30 or by email to tytohome@swica.ch: Monday to Thursday from 8:00 to 12:00 and from 13:30 to 17:00, and on Friday from 8:00 to 12:00 and from 13:30 to 16:00.

Purchase & costs

The offer is only available to SWICA customers. The person in question must be over 18 years of age and resident in Switzerland. Only one device can be ordered per person. The terms of use have to be accepted when the order is placed.
Only one device can be bought per policyholder.
No, you don't need any particular insurance model to use TytoHome. To benefit from free advice from santé24, you must have either basic or supplementary insurance with SWICA. The price of the device depends on your insurance model (see «How much does it cost to use TytoHome?»).
The device, which is worth around 320 francs, costs between 99 and 249 francs to SWICA customers. The price depends on the type of cover held by the insured person. The device can be used for the whole family. Advice from santé24 is free of charge to you and your family as SWICA customers. The prices include shipping costs and value added tax.
Payment is processed by a third-party provider (SIX) and is made by you when you place your order. SIX offers all the usual direct payment options (e.g. TWINT, PostFinance and credit card). Once you have paid and agreed to the terms of use, your order will be confirmed and the invoice will be emailed to you automatically. This invoice also represents your guarantee confirmation. You can also download the invoice and the warranty certificate directly from the order page.
SWICA Management Ltd. is a subsidiary of SWICA Healthcare Insurance Ltd., the provider of the TytoHome device and operator of santé24.
If you have any questions about your order or the payment process, please send us an email to tytohome@swica.ch or call the technical helpline on +41 52 244 28 30. Our staff will then discuss the appropriate course of action with you.
You and your family can use the device and the santé24 telemedicine service free of charge and will pay neither an excess nor a deductible. So, if using TytoHome means that you don't have to consult a doctor, then you won't of course have to pay the deductible on the doctor's fees.
No, using TytoHome does not affect the insurance policies that you have taken out with SWICA. If, for example, you have FAVORIT-CASA insurance (family doctor model), your first point of contact will still be your family doctor. TytoHome and the santé24 telemedicine service represent a no-cost option that can be used, where appropriate, for a quick initial assessment.


Getting started

The package contains the device itself and three attachments (applicators) which allow a range of examinations to be carried out. The package also includes consumables such as earplugs and throat spatulas. In order to enable examinations for both children and adults, the consumables are provided in two sizes.
The TytoHome device package includes a welcome letter from us with the required information and instructions.

To start using the TytoHome telemedicine device, first download the TytoCare app and the BENECURA app from your app store. Once you have successfully logged in to the BENECURA app using your SWICA account, you can access the TytoHome telemedicine service without having to log in again. It is not possible to log in to the TytoCare app directly, nor is it necessary if you use BENECURA. If you do not yet have a SWICA account, you can sign up for one on the BENECURA app homepage.

Downloads

BENECURA app from SWICA


TytoCare app
If you have any problems or questions about setting up your SWICA account, please email us at tytohome@swica.ch or call our technical helpline on +41 52 244 28 30.
No. The TytoHome package video includes tutorials and instructions which make it easy and safe to use the device. You can watch the video tutorials at any time in the TytoCare app.


Using the device

TytoHome can be used for children and adults of all ages. Anyone who has ever downloaded and used an app will also be able to use this app. However, the requirements for the purchase of the devices must be observed (see «What requirements do I have to meet if I want to order a device?»)
You can use the TytoHome device after you log in to the BENECURA app. In the BENECURA app, you will find a link to TytoHome under «More services» and from there you can access the TytoCare app without having to log in again. The TytoCare app will be activated as soon as you accept TytoCare's terms of use. You then connect the device with the TytoCare app via your private wifi or a mobile hotspot.

Downloads

BENECURA app from SWICA


TytoCare app

It is not possible to log in to the TytoCare app directly. The TytoCare app can only be accessed through BENECURA. Once you are in the BENECURA app, you can then jump directly into the TytoCare app.

Downloads

BENECURA app from SWICA


TytoCare app

BENECURA is the central entry point for accessing the services provided through SWICA's digital applications. However, all you have to do is to log in to BENECURA and you automatically have direct access to the TytoCare app.

Downloads

BENECURA app from SWICA


TytoCare app
You can click on the «password forgotten» button on the BENECURA app home screen. You will be sent an email with instructions. If you have problems logging in, please call the technical helpline (+41 52 244 28 30) or write to us at tytohome@swica.ch.
TytoHome can be used to make sound recordings of the heart, lungs and abdomen and take high-quality digital images and videos of the ears, throat and skin: these can then be shared with santé24. It is also possible to measure heart rate and body temperature. Users can also enter information (e.g. weight) manually. You can then send the results of the examinations to the medical professional by text message or in the form of a short video recorded using a smartphone. Direct app-based face-to-face contact with a doctor is also possible where medically indicated.
A short questionnaire will be sent out after each examination to enable us to evaluate and improve the service on an ongoing basis. Answering the questionnaire is voluntary and takes less than a minute.
You carry out the examinations on yourself or your family members. In doing so, you benefit from the integrated tutorials and instructions in the TytoCare app which ensure that you are able to use the device safely and easily.
TytoHome can be used by you and your family members. You decide which family members you set up as patients in the app. If you have any questions, please contact santé24. In order to enable examinations for both children and adults, the individual attachments are provided in two sizes. Hygiene is ensured by means of consumables such as earplugs and throat spatulas, which can be cleaned with ordinary wet wipes/alcohol wipes (70% isopropyl alcohol).
TytoHome can be used on infants of all ages, but we recommend use from around the age of 12 months.
TytoHome is a compact, easily transportable device. Examinations can therefore be carried out regardless of where you are. All you need is a wifi or hotspot connection.
In principle, you can also use the TytoHome device offline, i.e. without connecting to the TytoCare app. Please note that in this case your examinations cannot be forwarded to the medical staff at santé24. We always recommend that you use the TytoCare app and the TytoHome device together.
In urgent cases, please contact the santé24 medical service immediately on +41 44 404 86 86. santé24 is available 24 hours a day, 365 days a year.
To re-order consumables (e.g. earplugs and throat spatulas), please contact our technical helpline by calling +41 52 244 28 30 or by email to tytohome@swica.ch. We will then provide you with new consumables and/or discuss the appropriate course of action.
iOS 13 (2019 version) or a more recent release is required to use BENECURA.


Participants in 2020 pilot phase

Pilot participants can continue to use their device from the pilot phase without restriction. The processes are unchanged. At present, pilot participants still only have access via the TytoCare app; access via BENECURA has not yet been implemented. This will change in the future and we will inform pilot participants accordingly.
In principle, you log in to the TytoCare app directly. You log in to the app for the first time using the user name and password we send you. Once you have logged in for the first time, you will have to change your initial password.
A valid password must meet certain requirements. In addition, the password must be entered twice, and the entries must be identical. In addition, the password must not contain any of your personal data. The TytoCare app will advise you of the exact requirements.
You can click on the «I forgot the password» button on the TytoCare app screen. You will be sent an email with the user name and password. Please open the email and update the password. The new password must now be entered in the TytoCare app.


Technical service

TytoHome has had FDA approval in the USA since 2016 and CE marking for use in Europe since 2018.
It takes two or three hours to charge the battery. We recommend recharging the device each time you use it. The charging port can be found on the bottom of the device and it is labelled 2.0 A. A USB cable is included. You can then charge the device from a USB port on your computer or an external power source.
Automatic connection to the TytoCare app can take up to a minute. Alternatively, you can try using your mobile phone's hotspot instead of wifi. If you are unable to connect, please call the technical helpline (+41 52 244 28 30) or write to us at tytohome@swica.ch.
Whenever an updated version of the software becomes available, you will receive a message when you use the device. You will then be prompted to install the updates. Once the updates are complete, you will be able to perform further examinations. The TytoCare app will also be updated regularly. Since this usually occurs automatically, you won't notice it (providing that you've set up this accordingly).
Our technical helpline is happy to help with questions about the app and the TytoHome device. You can reach us from Monday to Thursday from 8:00 to 12:00 and from 13:30 to 17:00 and on Friday from 8:00 to 12:00 and from 13:30 to 16:00 by calling +41 52 244 28 30 or by email to tytohome@swica.ch.
In the first instance, please contact our technical helpline by calling +41 52 244 28 30 or by email to tytohome@swica.ch. The technical helpline will then discuss the appropriate course of action with you. Usually you will send the device to us. We will then check it and if we can't repair it, we will send you a replacement. Important: We can issue a new device only after you send us your current one.
The better your connection to the wifi router / internet, the better your picture and sound quality should be.
Please contact the technical helpline by calling +41 52 244 28 30 or by email to tytohome@swica.ch. We will then discuss the appropriate course of action with you.
You can clean the device, adapter and related items with standard wet wipes or alcohol wipes (70% isopropyl alcohol) that are available commercially, for example from specialist suppliers such as pharmacies.


Data protection

Your data will be sent to santé24 via an encrypted connection. The data will be backed up to an Amazon cloud server in Ireland.
TytoHome sends the information it obtains from the examination to santé24 in encrypted form. This means that only you, as the patient, and the santé24 medical staff can view any of the examination data. The examination data will only be processed if the user contacts santé24 by phone. SWICA Healthcare Insurance has no access to the examination data. In addition, TytoCare can access the information in connection with its technical support. All medical information provided to santé24 is subject to medical confidentiality.
TytoCare provides the TytoHome device to SWICA and other international companies. For this reason, data is stored using Amazon's global cloud solution.

The Swiss Data Protection Act is complied with at all times:
1) Only the patient and the medical specialists at santé24 can access the examination data.
2) Neither SWICA nor TytoCare can view or access your medical data.


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