Helsana: Communication experiences
Customers overwhelmingly report poor communication from Helsana, with 52 negative mentions compared to just 3 positive ones. The overall sentiment has remained consistently negative over time, with only brief, isolated improvements in 2025 and 2026 that did not reflect a sustained trend. Reviewers frequently describe delays, lack of transparency, and confusing digital interfaces. Many express frustration when contacting support, citing long wait times or unhelpful responses. Issues with billing, app functionality, and system outages are often compounded by inadequate communication from Helsana, leaving users in the dark about problems or resolutions. While a few customers praise the clarity of certain communications, these instances are rare and do not offset the widespread dissatisfaction. The pattern suggests that communication failures are systemic and persistent, affecting multiple touchpoints including billing, app updates, and customer service.
What customers praise
A small number of customers highlight clear and effective communication, particularly in operational matters. One reviewer noted that the overall process was smooth and easy to handle, and another specifically praised the quality of communication, rating it as 'super'. These positive remarks are rare and typically tied to specific interactions rather than broader system performance. The praise often centers on timely responses or straightforward information delivery, but such experiences are not representative of the general user base.
What customers said:
- „Unfortunately, the username still needs to be entered every time for login.“
„Unfortunately, the username still needs to be entered every time for login.“
Original„Leider muss man den Benutzernamen beim Einloggen immer noch jedes Mal neu eingeben.“
Common complaints
Customers frequently report that Helsana fails to inform them about system outages, technical issues, or delays. Many describe receiving no explanation when services like the Helsana+-Tracker stop working, despite prolonged downtime. Billing errors are common, with users stating that payments were not properly recorded, leading to confusion and unnecessary stress. The app and website are criticized for poor usability, lack of search functions, and unintuitive design, making it hard to find key information. Support channels are often unreachable, with long wait times or no response at all.
What customers said:
- „Undo that, it's now really annoying :-( !“
„Undo that, it's now really annoying :-( !“
Original„Macht das rückgängig, das ist mittlerweile so aufdringlich :-( !“
- „Moreover, I cannot see my two minor daughters in the app!!“
„Moreover, I cannot see my two minor daughters in the app!!“
Original„Zudem kann ich meine zwei Minderjährigen Töchter nicht in der app sehen!!“
- „There should be an option for text-based search!“
„There should be an option for text-based search!“
Original„Il manque la possibilité d'effectuer une RECHERCHE textuelle !“
How it has changed over time
Communication issues have remained largely unchanged over the past two years, with no significant improvement in user satisfaction. The rating trend shows repeated drops to 1 star, particularly in 2025 and 2026, often following system outages or app failures. While there were brief improvements in early 2025 and mid-2026, these were short-lived and not backed by consistent positive feedback. The lack of proactive communication during outages, such as failing to notify users about known problems, has persisted, indicating that internal processes for informing customers have not improved.
What customers said:
- „That's really a shame.“
„That's really a shame.“
Original„C'est vraiment dommage.“
- „unfortunately it keeps saying: "Technical Error" Submitting a receipt scan is really…“
„unfortunately it keeps saying: "Technical Error" Submitting a receipt scan is really cumbersome, the document cannot be renamed.“
Original„leider heisst es immer wieder: "Technischer Fehler" Scan Einreichung einer Rechnung echt mühsam, Dokument kann nicht neu benannt werden. Website ist ebenfalls mühsam. Das muss behoben werden.“
- „After nothing worked from the first address entry to receiving the final premiums and…“
„After nothing worked from the first address entry to receiving the final premiums and policies, there is nothing visible in the app.“
Original„Nachdem überhaupt nichts geklappt hat, von der ersten Adressangabe, über die korrekten Angaben bis zum erhalt der definitiven Prämien und Policen, ist in der App nichts ersichtlich“
Practical takeaways
If you are considering Helsana, be prepared for potential delays and poor communication, especially during technical issues or billing processes. Avoid relying solely on the app or website for critical information, as navigation is difficult and key features like search are missing. When problems arise, expect long wait times for support, and consider reaching out via multiple channels. The company has not demonstrated a consistent effort to improve transparency, so users should keep records of all interactions and be proactive in following up.
What customers said:
- „We end up navigating through an ocean of courses without finding the one we like…“
„We end up navigating through an ocean of courses without finding the one we like…“
Original„on se retrouve à naviguer dans un océan de cours, sans trouver celui que l'on aimerais…“
- „Unfortunately, it says 'Technical Error' again and again.“
„Unfortunately, it says 'Technical Error' again and again.“
Original„leider heisst es immer wieder: "Technischer Fehler"“
- „I had a very frustrating experience with Helsana’s billing process.“
„I had a very frustrating experience with Helsana’s billing process.“
Original„I had a very frustrating experience with Helsana’s billing process.“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2024-04 | 2.00 | 2 |
| 2024-09 | 1.00 | 1 |
| 2024-10 | 2.00 | 2 |
| 2025-01 | 3.00 | 1 |
| 2025-03 | 3.00 | 2 |
| 2025-08 | 3.00 | 2 |
| 2025-10 | 1.00 | 2 |
| 2025-11 | 1.00 | 1 |
| 2026-01 | 3.00 | 1 |
| 2026-02 | 1.00 | 1 |
| 2026-03 | 2.00 | 2 |
| 2026-05 | 1.00 | 1 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2024-04 | 0% | 0% | 100% | 2 |
| 2024-09 | 0% | 0% | 100% | 1 |
| 2024-10 | 0% | 0% | 100% | 2 |
| 2025-01 | 0% | 0% | 100% | 1 |
| 2025-03 | 50% | 0% | 50% | 2 |
| 2025-08 | 0% | 0% | 100% | 2 |
| 2025-10 | 0% | 0% | 100% | 2 |
| 2025-11 | 0% | 0% | 100% | 1 |
| 2026-01 | 0% | 0% | 100% | 1 |
| 2026-02 | 0% | 0% | 100% | 1 |
| 2026-03 | 0% | 0% | 100% | 2 |
| 2026-05 | 0% | 0% | 100% | 1 |
Sub-topics
- Clarity of information - 15 mentions
Customer voices
Short excerpts - full reviews are available at the original source.
„Please improve and make the myHelsana app available in the German App Store as well.“
„Unfortunately, the username still needs to be entered every time for login.“
„They don't speak clearly on the phone, stuttering, incomprehension.“
„The app urgently needs a UX test.“
„why do I still need to confirm for facial recognition when it happens automatically with others?“
„Communication is great.“
„WHY DON'T YOU INFORM THE USERS THAT THE PROBLEM IS ON THEIR END??“
„While the app is back up, the explanation email doesn't leave the impression that the team really wants to inform properly.“