Question 1

How is Helsana's claims and reimbursement handling experience for customers?

Accepted Answer

Helsana's claims and reimbursement handling is mixed, with some customers reporting long delays, poor communication, and declining service quality, while others praise the user-friendly app for managing claims efficiently.

Delays & Poor Service: Reviewers report significant delays in claim processing, with one customer waiting nearly two months for a response on a medical procedure for their child and being told to expect an additional month. Others describe the service as increasingly slow and unresponsive, with coverage increasingly denied despite rising premiums.

App Efficiency: Several customers highlight the strong performance of the myHelsana app, which they find intuitive and efficient for daily use. The app allows easy access to claims, contact with Helsana, and regular updates that improve functionality over time.

Bottom Line: Despite complaints about slow claims handling, some users appreciate the app’s ability to simplify reimbursement processes and provide quick access to support. The overall experience depends heavily on whether customers use the digital tools or rely on traditional service channels.

Question 2

How is Helsana Krankenkasse's customer service and claims handling experience?

Accepted Answer

Helsana Krankenkasse receives mixed feedback regarding customer service and claims handling, with some users praising its helpfulness and user-friendliness while others report technical issues and dissatisfaction with coverage.

Positive Experience: Reviewers report that Helsana offers excellent customer service and is considered one of the most user-friendly and competent health insurers in Switzerland. Many highlight the supportive and efficient handling of claims and overall satisfaction with services.

Technical Issues: Some users describe problems with the Helsana app, including a faulty user account setup and technical errors that hinder access to services. These issues suggest potential gaps in digital support and reliability.

Coverage Disputes: A few customers express frustration with the insurer's coverage decisions, particularly around mental health services, and feel compelled to switch to another provider due to perceived lack of support.

Question 3

What is Helsana Trail, and how does it work?

Accepted Answer

Helsana offers a 'Trail' program that rewards users with points for completing outdoor walking or hiking trails, which is seen as a motivating feature by some customers.

Points for Activity: Reviewers report that Helsana Trail is a program that gives users points for completing outdoor trails, which contributes to their overall bonus program. This feature is praised for encouraging physical activity and providing motivation to stay active.

Inclusive Motivation: Some customers appreciate how the trail program adds variety to their fitness routine, especially those who are not able to use a gym or prefer outdoor exercise. It is seen as inclusive for people of different fitness levels.

Accessibility Issues: One reviewer expressed dissatisfaction with the lack of nearby trails, stating that without accessible trails, the program feels ineffective and not worth a higher rating. This highlights a geographic limitation for some users.

Question 4

What are the customer experiences with Helsana Benefit Plus app functionality and customer support?

Accepted Answer

The Helsana Benefit Plus service has faced significant issues with app functionality, including login failures, synchronization problems, and unresponsive customer support, leading to frustration among users. However, some users still find the app helpful for insurance communication and claim tracking, despite usability flaws.

App Failures: Reviewers report frequent technical failures with the Helsana Benefit Plus app, including inability to log in, failed SMS code delivery, and broken synchronization features. Multiple users confirm that the app stopped working reliably within a few months of use, especially when abroad.

Poor Support: Customer support responses are often delayed or dismissive, with users stating that problems are acknowledged only after long delays and no proactive communication is given. Some users report being charged high fees for international calls to support, worsening the experience.

Positive Aspects: Despite the technical issues, a few users still value the app for its overall communication features and claim tracking. One reviewer suggests minor interface improvements, like repositioning the 'plus' button, to enhance usability.

Question 5

How reliable is Helsana's email service for claims and reimbursement handling?

Accepted Answer

Helsana's email communication for claims and reimbursement handling is inconsistent, with users reporting issues receiving activation codes and unanswered support emails, though some appreciate the ability to access and share documents via email.

Email delivery issues: Reviewers report frequent problems with email delivery, especially activation codes needed to access accounts. One user stated they could not log in because the code never arrived, despite previous smooth access.

Unanswered support emails: Several users noted that support emails went unanswered, with one writing two messages that received no response. This lack of follow-up undermines trust in email as a reliable channel for claims and reimbursement inquiries.

Document access via email: Despite the problems, some users value the ability to receive documents like invoices and benefit statements via email, and to download and share them as PDFs. This feature is seen as helpful for managing claims independently.

Question 6

How is the Helsana myHelsana app rated for claims and reimbursement handling?

Accepted Answer

The Helsana myHelsana app is praised for being clear, practical, and effective for managing insurance communications and submitting claims, though some users report technical issues with uploading documents.

Positive Experience: Reviewers report that the myHelsana app is highly useful for staying in touch with Helsana and managing claims, with one calling it the best health insurance app they’ve used. The interface is described as simple, clear, and practical, making communication with the insurer easy.

Technical Issues: Some users encounter technical problems when submitting claims, particularly with the app showing a 'technical error' after uploading a PDF, even after reinstalling or updating. The standard response from Helsana is that no known issue exists, suggesting users try uploading via desktop instead.

Design Feedback: Despite the app’s overall usefulness, one reviewer notes the design could be improved, specifically, the red plus button for adding claims is poorly placed, covering text and making the process less intuitive. This suggests room for minor interface refinements.

Question 7

Is Helsana a good health insurance provider?

Accepted Answer

Helsana receives mixed reviews regarding its customer service and claims handling, with some customers praising its helpfulness and user-friendliness, while others report serious technical issues with the app and dissatisfaction with service quality.

Positive experiences: Reviewers report that Helsana offers excellent customer service and is considered one of the most user-friendly and competent health insurers in Switzerland. Some customers express strong satisfaction with how claims are handled and the overall support they receive.

Technical issues: Other customers describe significant problems with the Helsana app, including technical errors, missing documents, and accounts being incorrectly set up. These issues have led to frustration and a loss of trust in the company’s digital services.

Bottom line: Despite the app problems, many users still find Helsana reliable for claims processing and customer support. The overall experience seems to depend heavily on individual interactions and the stability of digital access.

Question 8

Why is Helsana Plus not working properly for me?

Accepted Answer

The Helsana Plus app and service have faced significant issues with login functionality, synchronization, and customer support responsiveness, particularly for users abroad. Reviewers report frequent technical failures, lack of communication about known problems, and long delays in claim processing, despite high premiums.

App Malfunctions: Reviewers report persistent login and connectivity issues with the Helsana Plus app, especially when abroad. Multiple users state that the app no longer works, with login failures and missing SMS codes for authentication, despite the company claiming no known problems.

Poor Communication: Several users highlight that Helsana Plus failed to notify customers about known technical issues, such as tracker synchronization problems. The lack of proactive communication has led to frustration, with users feeling left in the dark while the service remains broken.

Slow Claims Handling: Beyond app issues, claim processing is slow and unreliable. One reviewer waited nearly two months for a medical claim response, with no clear resolution in sight. This delay, combined with rising premiums, has led to strong dissatisfaction with the overall service quality.

Helsana: Claims & reimbursement handling (Customer service)

What customers praise

Common complaints

How it has changed over time

Practical takeaways

Customer voices