Helsana Reviews & Ratings 2026
Helsana's reviews paint a split picture. Where the insurance itself is concerned, voices are mostly positive: 80 percent of mentions about coverage and benefits are favourable. The large majority of reviews come from the apps, however, and frustration dominates there: users of the Helsana+ bonus programme report vanished points and tracking problems, reports of sluggishness and crashes pile up after app updates, and more than 80 percent of mentions about invoices and communication are negative. The average rating has declined recently. This page separates the topics cleanly so it stays visible what customers concretely criticise and what they value. Every statement links to the original review.
Key findings
- Across 1588 reviews on 5 portals, Helsana averages 2.9 out of 5 stars.
- Customers rate Value for money most positively (4 of 13 mentions positive).
- Billing & payment draws the most criticism (17 of 18 mentions negative).
SWOT summary
Strengths
- Solid overall rating
Weaknesses
- Billing & payment: 98% negative across 18 mentions
- Communication: 97% negative across 16 mentions
- Ordering & website: 80% negative across 228 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 weighted by review volume - portals with more reviews count proportionally more.
| Portal | Avg. rating | Count | Weight | Latest | Source |
|---|---|---|---|---|---|
| Google Play | 3.1 / 5 | 592 | 37.3% | View profile ↗ | |
| Apple App Store | 3.3 / 5 | 507 | 31.9% | View profile ↗ | |
| Apple App Store | 3.0 / 5 | 248 | 15.6% | View profile ↗ | |
| Apple App Store | 3.6 / 5 | 209 | 13.2% | View profile ↗ | |
| Trustpilot | 1.3 / 5 | 32 | 2% | View profile ↗ | |
| Weighted overall | 2.9 / 5 | 1,588 | 100% | ||
Themes in the reviews
Ordering & website228× mentions
30positive181negativeAcross 228 mentions, 12% of Ordering & website feedback is positive and 80% negative — Ordering & website is a common pain point.
- Helsana+ points & rewards (151)
- App usability & login (120)
- App performance & updates (101)
Customer service142× mentions
42positive95negativeAcross 142 mentions, 29% of Customer service feedback is positive and 66% negative — Customer service is a common pain point.
Billing & payment18× mentions
1positive17negativeAcross 18 mentions, 2% of Billing & payment feedback is positive and 98% negative — Billing & payment is a common pain point.
Quality16× mentions
7positive9negativeAcross 16 mentions, 25% of Quality feedback is positive and 75% negative — Quality is a common pain point.
Communication16× mentions
1positive15negativeAcross 16 mentions, 3% of Communication feedback is positive and 97% negative — Communication is a common pain point.
Value for money13× mentions
4positive9negativeAcross 13 mentions, 33% of Value for money feedback is positive and 67% negative — Value for money is a common pain point.
Themes over time
Data as table
| Month | Ordering & website | Customer service | Billing & payment | Quality | Communication | Value for money |
|---|---|---|---|---|---|---|
| 2023-12 | - | - | - | - | - | 2.5 |
| 2024-02 | - | - | - | - | - | 1.0 |
| 2024-04 | - | - | - | - | 2.0 | 5.0 |
| 2024-08 | - | - | - | - | - | 2.0 |
| 2024-09 | - | - | - | 4.5 | 1.0 | 3.0 |
| 2024-10 | - | - | 1.0 | - | 2.0 | - |
| 2024-11 | - | - | - | 5.0 | - | - |
| 2024-12 | - | - | 2.0 | 5.0 | - | - |
| 2025-01 | - | - | - | 1.0 | 3.0 | 5.0 |
| 2025-02 | - | - | 1.0 | 1.0 | - | 2.0 |
| 2025-03 | - | - | 5.0 | - | 3.0 | 5.0 |
| 2025-07 | - | 1.3 | 1.0 | 5.0 | - | 1.0 |
| 2025-08 | 4.0 | 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 | 2.4 | 5.0 | - | 3.0 |
| 2026-01 | 2.1 | 4.3 | 1.0 | 1.0 | 3.0 | - |
| 2026-02 | 1.8 | 2.8 | 1.0 | 5.0 | 1.0 | - |
| 2026-03 | 2.8 | 3.7 | 2.3 | 1.0 | 2.0 | 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 | 1.0 | 1.5 | - | - |
Rating trend
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2025-08 | 3.13 | 8 |
| 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 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2025-08 | 50% | 0% | 50% | 8 |
| 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 |
Customer voices
Short excerpts - full reviews are available at the original source.
„I believe the collected points should be adjusted according to age“
„You can also feel that the team is constantly striving to improve and perfect the application with updates and new features.“
„However, for earning points through movement, it seems like you have to run a marathon almost four times a week.“
„I find it great that you can earn something by using the service.“
„I don't know what to do“
„I switched to a competitor's service“
„and not intuitive“
„Sign-up is impossible again!“
What Reddit users say about Helsana
Additional source: 5 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 ...“
„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 reliable is Helsana's contact system through its website or app?
Reviewers report that contacting Helsana through their website or app is often unreliable, with frequent technical issues preventing access to support or account features.
Website Issues
Many reviewers say they cannot access Helsana's contact options due to website errors, such as pages not loading or links leading nowhere. These problems make it difficult to reach customer service or manage accounts.
App & System Failures
Users report that after technical maintenance, basic functions like point tracking stop working, forcing them to repeatedly reconfigure settings. This suggests ongoing instability in the digital contact infrastructure.
Poor Support Access
Despite repeated attempts, customers are often left unable to contact Helsana through official channels. The lack of a working app or stable website undermines trust in the company’s ability to support users.
What customers said:
- „It can't be that I have to re-bind everything every time again.“
„It can't be that I have to re-bind everything every time again.“
Original„Es kann doch nicht sein, dass ich dann jedes Mal wieder alles neu anbinden muss.“
- „Contact support. No matter what you click on.“
„Contact support. No matter what you click on.“
Original„kontaktieren sie den Support. Egal was man klickt.“
What is the experience with Helsana customer service like?
Reviewers report mixed experiences with Helsana's customer service, with some praising its competence and speed, while others face recurring technical issues and unhelpful responses when contacting support.
Positive Support
Several reviewers highlight positive interactions, describing the customer service as competent and fast in resolving issues. One user specifically noted that the support team was speditiv and helpful, and praised the app's simplicity and clarity.
Technical Issues
Many users report persistent technical problems when trying to contact support, especially through the app, where error messages appear even after repeated attempts to fix them. Standard responses often state no known issues, pushing users to switch to desktop, which adds frustration.
Inconsistent Help
The inconsistency in support quality is a recurring concern. While some users get timely help, others feel ignored or directed to workarounds without real resolution, especially when dealing with digital processes like uploading documents.
What customers said:
- „Customer service is competent and prompt.“
„Customer service is competent and prompt.“
Original„Der Kundendienst ist kompetent und speditiv.“
- „Standard response: No disruption is currently known to us; please scan or upload the…“
„Standard response: No disruption is currently known to us; please scan or upload the PDF on a laptop/desktop.“
Original„Standardantwort: Uns ist derzeit keine Störung bekannt, bitte scannen Sie oder laden Sie das PDF auf einem Laptop/ Desktop hoch.“
How reliable is Helsana's phone customer service?
Reviewers report mixed experiences with Helsana's phone support, with many struggling to reach customer service and facing long wait times, while a few mention helpful or prompt assistance.
Long Wait Times
Many reviewers describe significant difficulties reaching Helsana by phone, with some reporting hours-long wait times or no answer at all. One user stated support was 'stundenlang nicht erreichbar' after multiple attempts.
Mixed Support Quality
A few users did receive assistance, with one noting the support team said 'keine ploblem ist in der Büro ist alles ordung' despite ongoing issues. Another mentioned being told to update their iOS system, which required changing their phone.
Service Limitations
The inability to access key features like viewing family members in the app or receiving policy details was cited as a major frustration, often requiring phone contact. However, the phone line itself failed to resolve these deeper technical problems.
What customers said:
- „but I have called them more times at Helsana and they said there is no problem, it's…“
„but I have called them more times at Helsana and they said there is no problem, it's all in the office“
Original„aber ich haben mehr mal telefonirt in der Helsana dise hat gesagt keine ploblem ist in der Büro ist alles ordung“
- „Support is not reachable by phone for hours!“
„Support is not reachable by phone for hours!“
Original„Support ist telefonisch stundenlang nicht erreichbar!“
What are customers saying about Helsana's online ordering and website experience?
Reviewers report mixed experiences with Helsana's online ordering and website functionality, with many citing slow or unreliable processes, especially for uploading documents like invoices. While some appreciate the app's overall design, frequent technical issues and poor navigation hinder the user experience.
Document Upload Issues
Reviewers frequently complain about the website and app's poor performance, particularly when uploading documents such as invoices. Many report that scanning or submitting receipts requires multiple attempts and fails consistently, causing frustration and delays.
Navigation Problems
The ordering process is often described as slow and unintuitive, with users needing to manually confirm actions like facial recognition and repeatedly logging out and back in. These steps are seen as unnecessary and disruptive to the flow.
App Design Positives
Despite these issues, some users still find the app functional and well-designed overall. A few mention that the interface is clean and easy to use, suggesting that the core platform has potential if technical flaws were resolved.
What customers said:
- „The past few months have seen poor document scanning performance.“
„The past few months have seen poor document scanning performance.“
Original„seit ein paar Monaten ist das Einscannen von Rechnungen sehr schlecht geworden“
- „it requires multiple clicks to log out.“
„it requires multiple clicks to log out.“
Original„braucht ausloggen mehrere Klicks.“
What is Helsana Prime 2026, and how has it changed?
Helsana Prime 2026 appears to be a reference to Helsana's bonus or loyalty program, which reviewers report has been significantly reduced in value, particularly with changes made during maintenance on January 6, 2026, including halved social memberships. Despite this, some customers still appreciate the program's ability to subsidize health insurance premiums and value the overall service.
Program Changes
Reviewers report that Helsana Prime 2026 refers to the company's bonus or loyalty program, which was especially weakened during a system maintenance update on January 6, 2026. Key benefits, such as social memberships, were halved, leading to widespread dissatisfaction.
Remaining Value
Despite the cuts, some customers still find value in the program, particularly its ability to help subsidize health insurance premiums. A few reviewers express strong loyalty, citing long-term satisfaction with Helsana’s services and customer support.
Customer Frustration
The overall sentiment around Helsana Prime 2026 is negative, with many customers criticizing the declining benefits and rising premiums. The lack of clear communication and delayed responses to claims further erode trust in the program’s reliability.
What customers said:
- „Due to maintenance work on January 6, 2026, the bonus program was severely limited, for…“
„Due to maintenance work on January 6, 2026, the bonus program was severely limited, for example, social memberships were halved.“
Original„Mit den Wartungsarbeiten am 6.1.2026 wurde das Bonusprogramm kastriert, z.B wurden die sozialen Mitgliedschaften halbiert.“
- „We pay increasingly higher premiums for an increasingly poor or non-existent service,…“
„We pay increasingly higher premiums for an increasingly poor or non-existent service, it's terrible!“
Original„On paye chaque année des primes de plus en plus chères pour un service de plus en plus médiocre voir inexistant c’est déplorable!“
- „with the bonuses, it helps subsidize health insurance premiums“
„with the bonuses, it helps subsidize health insurance premiums“
Original„avec les primes permet de subventionner les cotisations de l’assurance maladie“
Why is Helsana's telephone service problematic?
Reviewers report significant issues with Helsana's telephone-based customer service, including poor communication, unhelpful operators, and technical problems that prevent effective support over the phone.
Poor Communication
Many reviewers describe the telephone support experience as frustrating and ineffective. Operators are frequently criticized for unclear speech, stammering, and a lack of understanding, making it difficult to resolve issues.
Technical Failures
Several users report that the phone lines are not functional or lead to dead ends. One reviewer noted that a technician acknowledged a system-wide issue, but the problem remained unresolved, leaving customers without support.
Unreliable Support
The overall experience with Helsana's phone service is consistently negative, with multiple complaints about untrained staff and lack of reliable assistance. This has led to widespread dissatisfaction among users who rely on phone contact for support.
What customers said:
- „The operators who handle the foreign service are terrible.“
„The operators who handle the foreign service are terrible.“
Original„les opérateurs qui s'occupent du service étranger sont catastrophiques.“
- „A phone from your technical support recognized the problem.“
„A phone from your technical support recognized the problem.“
Original„Un téléphone à votre service technique a reconnu le problème“