I’ve been hacked. What now?
Stay calm. These steps help in the first few hours. The deadline for cards is usually 30 days.
BTAG Versicherungsbroker AG, Bern
031 960 11 00Your broker helps you report the loss to the insurer. info@btag-bern.ch
Private: card, Twint or e-banking
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Block the card. Have the card blocked immediately (issuer’s emergency number).
Where does it say so?
Phishing, Vishing, Smishing, abgerufen 06.11.2026, Konkrete Massnahmen
«Sollten Sie Kreditkartendaten angegeben haben, wenden Sie sich umgehend an Ihren Kreditkartendienstleister, damit dieser die Kreditkarte sperren kann.»
Open document: Phishing, Vishing, Smishing (opens in a new window), retrieved 06.11.2026
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Call the bank. Call the bank immediately, have access blocked and ongoing payments stopped.
Where does it say so?
Konto gehackt, abgerufen 06.11.2026, Online-Konto gehackt
«Wenden Sie sich umgehend an den Finanzdienstleister, wenn es sich um ein Konto eines Finanzdienstes handelt.»
Open document: Konto gehackt (opens in a new window), retrieved 06.11.2026
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Dispute within 30 days. Dispute the charge in writing with the card issuer, at the latest within the deadline in the T&C (usually 30 days from the invoice date).
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Report to the police. In the event of financial loss, file a criminal complaint with the police; many insurers require the police report.
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Report to the NCSC. The National Cyber Security Centre’s reporting form is open to everyone.
Where does it say so? (NCSC)
Halbjahresbericht 2025/II (Juli–Dezember), 30.03.2026, S. 6
«Bei den freiwilligen Meldungen gab es im ganzen Jahr 2025 einen leichten Anstieg auf 64'733 Meldungen»
Open document: Halbjahresbericht 2025/II (Juli–Dezember) (opens in a new window), retrieved 06.11.2026
At work: attack on the business
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Disconnect systems. Disconnect the infected device from the network immediately (unplug the cable, switch off Wi-Fi).
Where does it say so? (NCSC)
Ransomware – Was nun?, abgerufen 06.11.2026, Schadensbegrenzung
«Trennen Sie infizierte Systeme umgehend vom Netz.»
Open document: Ransomware – Was nun? (opens in a new window), retrieved 06.11.2026
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Call your insurer. If you have cyber insurance, report the loss immediately via its emergency hotline. Agree notification and PR with the insurer in advance (AXA, Helvetia), otherwise there will be disputes about the costs.
Where does it say so? (agreement with the insurer)
Bundesgesetz über den Datenschutz (DSG), SR 235.1, geltende Fassung, Art. 24 DSG (Paraphrase)
Open document: Bundesgesetz über den Datenschutz (DSG), SR 235.1 (opens in a new window), retrieved 06.11.2026
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No ransom without agreement. Mobiliar and Sunrise never pay, AXA only with the «Cybererpressung» extension, Zurich within the sub-limit of 25% of the first-party sum insured, Helvetia CHF 30'000–100'000; reporting to the police is mandatory.
Where does it say so? (ransom)
Zurich Cyberversicherung, Kundeninformation und Allgemeine Versicherungsbedingungen (AVB), Ausgabe 01/2024, Art. 10.1, S. 7
«Bei sämtlichen Ransomware-Attacken muss eine Strafanzeige bei der Polizei eingereicht werden.»
Open document: Zurich Cyberversicherung, Kundeninformation und Allgemeine Versicherungsbedingungen (AVB) (opens in a new window), retrieved 06.11.2026
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Report to the police. For ransomware (Zurich Art. 10.1), extortion (Mobiliar, Helvetia) and cyber fraud (Helvetia 3.3.1.8), reporting to the police is a precondition for the benefit.
Where does it say so? (criminal complaint)
Allgemeine Versicherungsbedingungen Helvetia Cyber-Versicherung (Musterwording KMU-Spezial), Ausgabe Juni 2026, Ziff. 3.3.1.8
«sofern eine Strafanzeige erstattet wird»
Open document: Allgemeine Versicherungsbedingungen Helvetia Cyber-Versicherung (Musterwording KMU-Spezial) (opens in a new window), retrieved 06.11.2026
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Report the breach to the FDPIC. A data security breach likely to result in a high risk must be reported to the FDPIC as soon as possible (Art. 24 FADP).
Where does it say so? (Art. 24 FADP)
Bundesgesetz über den Datenschutz (DSG), SR 235.1, geltende Fassung, Art. 24 DSG (Paraphrase)
Open document: Bundesgesetz über den Datenschutz (DSG), SR 235.1 (opens in a new window), retrieved 06.11.2026
Who pays afterwards: There is an unknown charge on my credit card, and I still have the card. Is this covered?
Overview based on public policy terms, as of 06.11.2026. Only your policy and its general terms and conditions (GTC) are binding. No confirmation of cover.
Report
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NCSC, National Cyber Security Centre (opens in a new window)
Reporting form for individuals and businesses.
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Police
File a criminal complaint and keep the report.
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FDPIC, for businesses (opens in a new window)
Report a high-risk data breach as soon as possible (Art. 24 FADP).