Helsana: Customer service experiences
Reviewers report that Helsana’s customer service and digital tools present a mixed experience, with a clear imbalance between negative and positive feedback. Out of 418 mentions, 266 are negative and 140 are positive, indicating a generally unfavorable perception. The sentiment has fluctuated over time, with especially low ratings in July 2025 (1.33★) and July 2026 (1.67★), suggesting recurring issues. However, there were brief improvements in January and March 2026, reaching 4.29★ and 3.67★ respectively, possibly due to temporary fixes or updates. Overall, the trend shows persistent problems with app functionality and support responsiveness, despite some praise for the app’s design and ease of use. The recurring complaints center on login failures, technical errors, and poor support responses, which continue to undermine user trust.
What customers praise
Customers praise the myHelsana app for being intuitive, practical, and well-designed. Many highlight its ease of use for daily tasks like submitting claims and managing insurance information. Some users specifically commend the app’s clear interface and the team’s ongoing efforts to improve it through regular updates. The app is described as the best among similar insurance apps by several reviewers, with one calling it 'simple, effective, and very practical.'
What customers said:
- „You can also feel that the team is constantly striving to improve and perfect the…“
„You can also feel that the team is constantly striving to improve and perfect the application with updates and new features.“
Original„On sent aussi que l’équipe cherche sans cesse à améliorer et perfectionner l’application avec des mises à jour et de nouvelles fonctionnalités.“
- „Thank you to the entire myHelsana team“
„Thank you to the entire myHelsana team“
Original„Vielen Dank dem gesamten myHelsana-Team“
- „It's easy to contact the insurance company.“
„It's easy to contact the insurance company.“
Original„On peut aisément contacter l’assurance.“
Common complaints
Common complaints focus on technical failures, especially with login and app stability. Users report repeated login issues, app crashes, and inability to access accounts due to SMS TAN delivery problems after switching messaging apps. Some mention that the app becomes unresponsive or fails to load entirely, particularly on Windows 11. A few users also note that support teams were unhelpful when reporting these issues, leaving them without solutions.
What customers said:
- „I switched to a competitor's service“
„I switched to a competitor's service“
Original„je suis partie chez un concurrent à vous“
- „Please fix the issues..“
„Please fix the issues..“
Original„Bitte Probleme beheben..“
- „I accepted the agreement and afterwards it shows a completely blank new window titled…“
„I accepted the agreement and afterwards it shows a completely blank new window titled 'medi24'“
Original„Ich akzeptiere die Vereinbarung, und danach zeigt es ein komplett leeres neues Fenster mit Titel "medi24"“
How it has changed over time
The customer service experience has shown inconsistent performance over time. Ratings dropped sharply in July 2025 and July 2026, with multiple users citing unresponsive support and unresolved technical issues. However, there were brief improvements in January and March 2026, possibly due to temporary fixes or increased support capacity. Despite these spikes, the overall pattern suggests that technical problems and poor support responses remain persistent, with no sustained improvement across the period.
What customers said:
- „It's time to switch health insurers.“
„It's time to switch health insurers.“
Original„Es wird Zeit, die Krankenkasse zu wechseln.“
- „My sister uses VISANA and there's ONE app for everything and it works perfectly.“
„My sister uses VISANA and there's ONE app for everything and it works perfectly.“
Original„Meine Schwester ist bei VISANA & da gibt es EINE! App für alles & das funktioniert bestens“
- „But otherwise, it's really not that bad.“
„But otherwise, it's really not that bad.“
Original„aber sonst ist sie wirklich nicht schlecht.“
Practical takeaways
For users considering Helsana, the app’s design and functionality are strong points, but reliability is a major concern. If you rely on digital access, be prepared for potential login issues and technical glitches. Support may not always resolve problems quickly, so having a backup plan, like calling customer service, is advisable. Users who value a smooth digital experience should monitor recent updates and be ready to switch providers if issues persist.
What customers said:
- „medi24 is not working..“
„medi24 is not working..“
Original„medi24 funktioniert nicht..“
- „Helsana is the best!“
„Helsana is the best!“
Original„Helsana est la meilleure !“
- „Not reachable on weekends if the app has technical issues.“
„Not reachable on weekends if the app has technical issues.“
Original„Am wochenende nicht erreichbar wenn technische Probleme mit der App auftreten.“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2025-07 | 1.33 | 3 |
| 2025-08 | 3.67 | 3 |
| 2025-10 | 2.24 | 17 |
| 2025-11 | 2.60 | 5 |
| 2025-12 | 2.86 | 7 |
| 2026-01 | 4.29 | 7 |
| 2026-02 | 2.75 | 4 |
| 2026-03 | 3.67 | 3 |
| 2026-04 | 3.00 | 4 |
| 2026-05 | 2.90 | 10 |
| 2026-06 | 3.00 | 3 |
| 2026-07 | 1.67 | 6 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2025-07 | 0% | 0% | 100% | 3 |
| 2025-08 | 67% | 0% | 33% | 3 |
| 2025-10 | 18% | 6% | 76% | 17 |
| 2025-11 | 40% | 0% | 60% | 5 |
| 2025-12 | 29% | 29% | 43% | 7 |
| 2026-01 | 71% | 0% | 29% | 7 |
| 2026-02 | 25% | 0% | 75% | 4 |
| 2026-03 | 67% | 0% | 33% | 3 |
| 2026-04 | 25% | 25% | 50% | 4 |
| 2026-05 | 40% | 0% | 60% | 10 |
| 2026-06 | 0% | 0% | 100% | 3 |
| 2026-07 | 0% | 0% | 100% | 6 |
Sub-topics
- Reachability & response times - 44 mentions
- Claims & reimbursement handling - 29 mentions
Customer voices
Short excerpts - full reviews are available at the original source.
„Thanks for the info and the update“
„Best app and best customer support 👍“
„Thank you for your support.“
„Tried contacting Helsana, but no success.“
„It's an insurance company where nobody competent works.“
„The best, most customer-friendly & competent health insurance in Switzerland!“
„I am always satisfied with Helsana“
„And support seems just as lost as I am apparently.“