Contacting Insurees

Learn how to initiate secure chats with insurees using their insurance provider and KVNR. This guide walks you through each step and explains when the feature will be available.

2 min read

Contacting Insurees via Messenger

Chats with Insurees allow healthcare professionals to securely initiate direct conversations with insured persons using their health insurance information.

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This feature is available within the TI-Messenger environment. You will need the patient’s insurance provider and their Krankenversichertennummer (KVNR) to start a chat.
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While this functionality is already available in the Famedly Messenger, insurees will only be able to receive and respond to messages once their insurance provider has enabled access to the TI-Messenger.

As of now, no insurees can be contacted, as no health insurance has enabled this feature yet. Availability is expected to begin on July 15, 2025.

Start a chat with an insuree

Desktop
  1. Open the Chats with Insurees tab in the sidebar.
  1. Click the "+" button to create a new chat.
  1. Select the insurance provider from the dropdown menu.
  1. Enter the KVNR (10-digit insured person's ID).
  1. Click Continue.
  1. If the system successfully retrieves the insuree’s information, you will see:
    • The insuree’s Matrix ID (MXID)
    • Their first and last name (read-only)
  1. Enter a topic and initial message.
  1. Click Send to create the chat and send the message.
Mobile
  1. Tap the Chats with Insurees tab in the bottom navigation bar.
  1. Tap the "+" button to create a new chat.
  1. Select the insurance provider from the dropdown menu.
  1. Enter the KVNR (10-digit insured person's ID).
  1. Tap Continue.
  1. If the system successfully retrieves the insuree’s information, you will see:
    • The insuree’s Matrix ID (MXID)
    • Their first and last name (read-only)
  1. Enter a topic and initial message.
  1. Tap Send to initiate the conversation.

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If the insuree cannot currently receive messages, you will see an error message.

This means they don’t yet have access to the messenger through their health insurance.

Chat behavior and further guidance

Chats with insurees behave just like regular direct chats in the messenger. Once started, you can send messages, share files, and continue the conversation as usual.

For a full overview of chat functionalities, including how to send messages, attachments, and manage chat settings, refer to the Chats article.

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