Helsana Reviews & Ratings September 2026
- Ordering & website(178)
- Customer service(94)
- Billing & payment(18)
- Quality(16)
- Communication(16)
Derived from the analyzed reviews; each chip links to the page with the cited evidence.
Helsana's reviews show mixed feedback. 80 percent of mentions about coverage and benefits are positive. Most reviews come from the Helsana+ app, where user frustration is high. Customers report lost bonus points and tracking issues. After app updates, users experience sluggish performance and crashes. More than 80 percent of mentions about invoices and communication are negative. The average rating has declined recently. This page organizes feedback by topic to clearly show what customers value and what they criticize. Each point links to the original review.
Key findings
- Helsana has an average rating of 2.9 out of 5 stars from 1,606 reviews across 5 portals.
- Customers rate value for money most positively, with 4 out of 11 mentions being positive.
- Billing and payment receive the most criticism, with 18 out of 19 mentions being negative.
What changed in August 2026
In August 2026, 18 new reviews were analyzed; the average rating moved from 2.0 to 3.0 stars.
- New reviews
- 18
- Average rating
- 3.0/5 (2.0 ↑)
- Positive share
- 39% (19% ↑)
Most-discussed themes
- Quality — +5 vs prior month
- Customer service — +1 vs prior month
- Communication — +3 vs prior month
- Billing & payment — unchanged
- Ordering & website — -4 vs prior month
What AI assistants say about Helsana
based on 39 analysed AI answers
Our analysis of AI-assistant output — not the assistants’ raw text.
SWOT summary
Strengths
- Solid overall rating
Weaknesses
- Billing & payment: 98% negative across 19 mentions
- Ordering & website: 79% negative across 224 mentions
- Quality: 76% negative across 25 mentions
Opportunities
- Address billing & payment to lift overall sentiment
- Lean on strength in core themes in marketing
Threats
- Ongoing criticism of billing & payment could deter new customers
Reviews by portal
The overall 2.9 / 5 score is recency-weighted: newer reviews count more (weight 0.9 per month of age), regardless of portal.
| Portal | Avg. rating | Count | Weight | Latest | Source |
|---|---|---|---|---|---|
| Google Play | 3.1 / 5 | 595 | 37% | View profile ↗ | |
| Apple App Store | 3.3 / 5 | 515 | 32.1% | View profile ↗ | |
| Apple App Store | 3.0 / 5 | 251 | 15.6% | View profile ↗ | |
| Apple App Store | 3.6 / 5 | 212 | 13.2% | View profile ↗ | |
| Trustpilot | 1.2 / 5 | 33 | 2.1% | View profile ↗ | |
| Weighted overall | 2.9 / 5 | 1,606 | 100% | ||
What this analysis covers
- Google Play : 595 reviews
- Apple App Store : 515 reviews
- Apple App Store : 251 reviews
- Apple App Store : 212 reviews
- Trustpilot : 33 reviews
Period covered: May 2019 – Aug 2026
And what it cannot cover:
- The App Store feed caps at about 500 reviews per country storefront.
- The App Store feed caps at about 500 reviews per country storefront.
- The App Store feed caps at about 500 reviews per country storefront.
- Trustpilot exposes roughly the 200 most recent reviews publicly; older reviews sit behind a login.
Themes in the reviews
Ordering & website224× mentions
30positive178negativeOrdering & website received 224 mentions, with 13% positive feedback and 79% negative feedback. Ordering & website is a common pain point.
Customer service144× mentions
45positive94negativeCustomer service has 33% positive feedback and 63% negative feedback across 144 mentions, making it a common pain point.
Quality25× mentions
8positive16negativeQuality is a common pain point, with 76% of 25 mentions being negative and 17% positive.
Communication19× mentions
3positive16negativeCommunication has 19 mentions, with 26% positive feedback and 74% negative feedback. Communication is a common pain point.
Billing & payment19× mentions
1positive18negativeBilling & payment has 19 mentions, with 2% positive feedback and 98% negative feedback. This makes billing and payment a common pain point.
Value for money11× mentions
4positive7negativeValue for money is a common pain point, with 66% of 11 mentions being negative and 34% positive.
Themes over time
Data as table
| Month | Ordering & website | Customer service | Quality | Communication | Billing & payment | Value for money |
|---|---|---|---|---|---|---|
| 2023-12 | - | - | - | - | - | 2.5 |
| 2024-02 | - | - | - | - | - | 1.0 |
| 2024-04 | - | - | - | - | - | 5.0 |
| 2024-08 | - | - | - | - | - | 2.0 |
| 2024-09 | - | - | - | 1.0 | - | 3.0 |
| 2024-10 | - | - | - | 2.0 | - | - |
| 2024-11 | - | - | 5.0 | - | - | - |
| 2024-12 | - | - | 5.0 | - | 2.0 | - |
| 2025-01 | - | - | 1.0 | 3.0 | - | 5.0 |
| 2025-02 | - | - | 1.0 | - | 1.0 | 2.0 |
| 2025-03 | - | - | - | 3.0 | 5.0 | 5.0 |
| 2025-07 | - | - | 5.0 | - | 1.0 | 1.0 |
| 2025-08 | - | 3.7 | - | 3.0 | - | - |
| 2025-09 | 3.0 | - | - | - | - | - |
| 2025-10 | 2.5 | 2.2 | - | 1.0 | 1.0 | - |
| 2025-11 | 2.4 | 2.6 | 5.0 | 1.0 | - | - |
| 2025-12 | 3.0 | 2.9 | 5.0 | - | 2.4 | 3.0 |
| 2026-01 | 2.1 | 4.3 | 1.0 | 3.0 | 1.0 | - |
| 2026-02 | 1.8 | 2.8 | 5.0 | 1.0 | 1.0 | - |
| 2026-03 | 2.8 | 3.7 | 1.0 | 2.0 | 2.3 | 5.0 |
| 2026-04 | 2.9 | 3.0 | - | - | - | - |
| 2026-05 | 3.0 | 2.9 | - | 1.0 | - | 1.0 |
| 2026-06 | 2.7 | 3.0 | - | - | 2.0 | - |
| 2026-07 | 1.8 | 1.7 | 1.5 | - | 1.0 | - |
| 2026-08 | 4.0 | 3.4 | 2.4 | 3.7 | 1.0 | - |
Rating trend
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2025-09 | 3.83 | 6 |
| 2025-10 | 2.13 | 24 |
| 2025-11 | 3.31 | 13 |
| 2025-12 | 3.42 | 24 |
| 2026-01 | 2.77 | 26 |
| 2026-02 | 2.61 | 18 |
| 2026-03 | 2.86 | 21 |
| 2026-04 | 2.75 | 12 |
| 2026-05 | 3.00 | 18 |
| 2026-06 | 2.93 | 15 |
| 2026-07 | 2.00 | 16 |
| 2026-08 | 3.00 | 18 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2025-09 | 17% | 0% | 83% | 6 |
| 2025-10 | 17% | 0% | 83% | 24 |
| 2025-11 | 46% | 0% | 54% | 13 |
| 2025-12 | 42% | 4% | 54% | 24 |
| 2026-01 | 35% | 0% | 65% | 26 |
| 2026-02 | 28% | 0% | 72% | 18 |
| 2026-03 | 24% | 5% | 71% | 21 |
| 2026-04 | 25% | 0% | 75% | 12 |
| 2026-05 | 39% | 6% | 56% | 18 |
| 2026-06 | 27% | 7% | 67% | 15 |
| 2026-07 | 19% | 6% | 75% | 16 |
| 2026-08 | 39% | 11% | 50% | 18 |
Customer voices
Short excerpts - full reviews are available at the original source.
„pages load noticeably longer than before“
„the ever spinning points counters are annoying“
„humans on the other end who are competent and friendly“
„easy, reliable, quick responses“
„Easy to understand“
„Super application“
„This is a junk app, not usable.“
„Login no longer works!!“
What Reddit users say about Helsana
Additional source: 7 Reddit discussions about Helsana reviewed.
Below are extracts from Reddit discussions - each linked to the original thread.
„prevention exams are not covered by the Helsana basic insurance“
„The new perk is access to the ...“
„Happy with Helsana“
„It pays for gym membership and check-ups and the like.“
„I am currently insured with Helsana, which is still providing ...“
Frequently asked questions
How do customers rate Helsana overall?
Helsana has an average rating of 2.9 stars from 1,606 reviews across five review portals.
Cite this page
Citatio (2026). Helsana Reviews September 2026 – 2.9/5 from 1,606 reviews. Retrieved 2 September 2026 from https://citatio.ai/helsana-reviews/
Data verifiable via our public audit log: Methodology · Transparency