Helsana: Ordering & website experiences
Reviewers report widespread frustration with Helsana’s ordering process and website usability, with the vast majority of feedback leaning negative, 651 mentions are critical compared to just 166 positive ones. The overall sentiment has trended downward over time, particularly from late 2025 through mid-2026, with ratings dropping to as low as 1.5 stars in July 2026. Many users cite persistent login issues, unresponsive interfaces, and confusing navigation as major pain points. However, a smaller but vocal group praises the app’s overall design, simplicity, and usefulness for daily tasks like submitting claims or tracking health points. Despite some improvements noted in recent months, the core problems with reliability and user experience remain unresolved for most users.
What customers praise
Customers who praise Helsana’s ordering and website often highlight its clean design and ease of use. Several users describe the app as intuitive, practical, and efficient for everyday tasks like submitting claims or managing insurance information. One reviewer called it the best health insurance app they’ve used, praising its clarity and functionality. Others appreciated the ability to track health points and the convenience of digital communication with Helsana.
What customers said:
- „Among the health insurance apps I've used, myHelsana is the best.“
„Among the health insurance apps I've used, myHelsana is the best.“
Original„Parmi les apps d’assurance maladie que j’ai pu utiliser, l’app myHelsana est la meilleure.“
- „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“
- „Please add Tai Chi workouts“
„Please add Tai Chi workouts“
Original„Bitte mit Tai Chi workouts ergänzen“
Common complaints
Common complaints center on login failures and technical instability. Multiple users reported that the login process does not work reliably, requiring repeated attempts or failing entirely. Some noted that the app becomes unresponsive as soon as the login screen opens, making it impossible to proceed. Others described frequent crashes and the need to repeatedly tap on goals or buttons before they register, which disrupts the user experience.
What customers said:
- „I can't log in after trying twenty times or so.“
„I can't log in after trying twenty times or so.“
Original„Kann mich seit gfühlt nach zwanzig mal versuchen einloggen.“
- „I had to click on the target several times before it worked.“
„I had to click on the target several times before it worked.“
Original„Musste jeweils das Ziel mehrmals anklicken, bis es klappte.“
- „Login no longer works!!“
„Login no longer works!!“
Original„login geht nicht mehr!!“
How it has changed over time
The user experience has deteriorated over time, especially from late 2025 to mid-2026. Ratings dropped from 3 stars in September 2025 to a low of 1.5 stars in July 2026, with consistent reports of login issues and app crashes. While some users noted improvements in recent months, such as a more intuitive claim submission process, these gains were offset by ongoing technical problems. The overall trend shows a decline in satisfaction, despite occasional positive feedback.
What customers said:
- „This is a junk app, not usable.“
„This is a junk app, not usable.“
Original„Das ist ein Schrottapp, nicht zu gebrauchen.“
- „Login doesn't always work; I have to try 2-3 times at first“
„Login doesn't always work; I have to try 2-3 times at first“
Original„login funktioniert nicht immer bei ersten mal muss es immer wieder versuchen 2-3ד
- „I've been having trouble with login for a while now“
„I've been having trouble with login for a while now“
Original„hauts mich schon eine ganze Weile beim Login raus“
Practical takeaways
For users considering Helsana’s digital services, the key takeaway is to expect technical hurdles, especially during login and navigation. While the app has strong potential and some well-designed features, reliability remains a major issue. Users should be prepared for repeated login attempts and possible crashes. Those who value simplicity and digital efficiency may still find value in the app, but only after overcoming significant friction.
What customers said:
- „The app starts, as soon as you open the login screen, it feels like the touch screen is…“
„The app starts, as soon as you open the login screen, it feels like the touch screen is inactive.“
Original„app startet, Sobald man login maske Öffnet ist gefühlt der Touch Screen inaktiv.“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2025-08 | 4.00 | 2 |
| 2025-09 | 3.00 | 3 |
| 2025-10 | 2.46 | 13 |
| 2025-11 | 2.43 | 7 |
| 2025-12 | 3.00 | 12 |
| 2026-01 | 2.08 | 12 |
| 2026-02 | 1.78 | 9 |
| 2026-03 | 2.83 | 12 |
| 2026-04 | 2.88 | 8 |
| 2026-05 | 3.00 | 12 |
| 2026-06 | 2.67 | 9 |
| 2026-07 | 1.50 | 4 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2025-08 | 50% | 0% | 50% | 2 |
| 2025-09 | 0% | 0% | 100% | 3 |
| 2025-10 | 8% | 15% | 77% | 13 |
| 2025-11 | 14% | 14% | 71% | 7 |
| 2025-12 | 17% | 8% | 75% | 12 |
| 2026-01 | 0% | 17% | 83% | 12 |
| 2026-02 | 0% | 0% | 100% | 9 |
| 2026-03 | 8% | 0% | 92% | 12 |
| 2026-04 | 25% | 0% | 75% | 8 |
| 2026-05 | 17% | 17% | 67% | 12 |
| 2026-06 | 0% | 11% | 89% | 9 |
| 2026-07 | 25% | 0% | 75% | 4 |
Sub-topics
- Helsana+ points & rewards - 151 mentions
- App usability & login - 120 mentions
- App performance & updates - 101 mentions
Customer voices
Short excerpts - full reviews are available at the original source.
„Easy to understand“
„It's complicated and hard to navigate“
„Registration is not possible as the new password is not accepted despite meeting all four required criteria (confirmation with 4 green checkmarks).“
„It would be more practical if one could log in using a fingerprint instead of having to wait for an SMS every time.“
„application is super inefficient and keeps deactivating itself“
„There's nothing simpler and more convenient than this.“
„This system is great, well done🥳“
„It's practical, intuitive, and greatly simplifies everyday procedures.“