What to do if you lose your key

Lost your key: what now?

If you realise that your flat key has disappeared, try to stay calm first: have you really looked everywhere? Perhaps you are simply wearing a new jacket and put the key in an inside pocket you are not used to yet. It happens to everyone.

If the key really cannot be found, think about when you last saw it and carefully retrace the rest of your day from that point. Where did you put it afterwards? Where did you go next and where might it have gone missing? If, after lunch, you left your wallet, phone and keyring on your desk at work, there is a good chance it is still there.

Once you have narrowed down the possibilities, call the relevant places and ask whether your key has been found or handed in. For example, if you think you left it in a restaurant. Often, the matter is resolved quite quickly.

If you cannot get hold of your spare key quickly for some reason, you have a few options:

• Stay with friends or family for the night: perhaps the key will turn up the next day. If it does not, you will at least avoid paying a locksmith’s night-time surcharge.
   
• Contact the caretaker or property manager: property managers often have a master key or spare key, or work with a reliable locksmith.
   
• Call your insurer: many Swiss household contents insurance policies include HomeAssistance, a 24-hour emergency assistance service. If the insurer arranges the locksmith, it will often cover the full cost of opening the door, or up to the limit set out in your policy.
   
• Call a locksmith yourself: check the costs in advance and ask for a fixed price. Emergency call-outs can be significantly more expensive in the evening, at weekends or on public holidays. Check online reviews too, so that you do not fall victim to an unreliable provider.

Report the lost key as soon as possible

If you cannot find your key, inform the property manager straight away. They can assess whether additional security measures are needed.

Also report the loss to a lost-property office, for example via easyfind.ch or the SBB Lost Property Service if you were using public transport. If the key was stolen or disappeared together with your wallet, ID card or other personal documents, you should report it to the police. This is also important for your insurer.

Many registered Kaba keys also have a lost-key service: if a found key is sent to dormakaba, its registration can be used to identify the relevant property manager or owner and return it to them.

Does the entire locking system need to be replaced?

No. Losing a key does not automatically mean that the entire locking system has to be replaced. The key question is whether there is a specific risk that unauthorised people could gain access to the flat or the building.

If the key was lost without any information linking it to your address or flat, a replacement key will often be enough. The situation may be different if the key was stolen together with an ID card or wallet, was labelled with an address, or opens several doors in the building.

Even if security measures are needed, the property manager may only require measures that are necessary to eliminate the specific risk. Replacing every lock and key in a building is not justified in every case.

How much can losing a key cost?

The cost depends on what needs to be replaced or adapted. A replacement key is usually much cheaper than replacing a lock cylinder. If security reasons make it necessary to replace an entire locking system, the bill can run into several thousand Swiss francs. As a rough guide only:

• Replacement key: around CHF 50 to CHF 150, depending on the locking system
   
• Door opening by a locksmith: often several hundred Swiss francs, and usually more outside normal working hours
   
• Replacement of a lock cylinder, including fitting: around CHF 200 to CHF 800
   
• Replacement of an entire locking system: several thousand Swiss francs, depending on the size of the property, the number of cylinders and keys, and the security standard

If replacement is necessary, the remaining value of the locking system must also be taken into account.

The remaining value also matters

If a lock cylinder or part of the locking system has to be replaced, you do not automatically owe the full new-for-old cost. According to the paritary lifespan table used in Swiss tenancy matters, keys and lock cylinders in a locking system generally have a useful life of 20 years.

If the system is older, its remaining value must be considered when the costs are apportioned. For larger claims, ask for a detailed invoice or quotation. This will help you check which work is genuinely necessary and which costs may be charged to you.

Who pays for a lost key?

Tenants must take proper care of the keys entrusted to them and return every key when they move out, including any copies made later. If you lose a key through your own fault, you may have to pay for a replacement key, door opening or necessary security measures.

Whether your private liability insurance pays depends on your policy and the specific circumstances. Damage to a rented flat is often covered, although an excess normally applies. If the key was stolen, household insurance with the relevant cover may also apply.

Report the claim to your insurer as soon as possible and agree any major measures with them. Keep the police report, correspondence with the property manager, quotations and invoices.