Helsana: App usability & login (Ordering & website)
Reviewers report widespread frustration with Helsana’s app usability and login process, with 75 negative mentions compared to just 24 positive ones. The overall sentiment is strongly negative, centered on persistent login failures, technical errors, and a lack of intuitive design. Many users describe being unable to access their accounts altogether, with repeated issues like 'login geht nicht mehr' and 'Einloggen nicht möglich' appearing across multiple reviews. While a few praise the app’s overall structure or specific features like submitting claims, these positives are overshadowed by recurring complaints about the login experience. There is no clear trend over time due to missing monthly history, but the consistent nature of the complaints suggests long-standing problems that have not been resolved.
What customers praise
Customers frequently praise the app’s visual design and some functional features, such as the ability to submit claim documents. One reviewer noted the app is 'l'app è ben strutturata' and 'super' in terms of overall feel, while another appreciated the smooth process for submitting reimbursement receipts. These positive remarks highlight that the app’s core functionality and interface layout are not entirely flawed.
What customers said:
- „The website navigation could be significantly improved for its users.“
„The website navigation could be significantly improved for its users.“
Original„Die Navigation auf der Seite könnte massiv verbessert werden für die Benutzer der Seite.“
- „the app is well-structured“
„the app is well-structured“
Original„l'app è ben strutturata“
Common complaints
The most common complaints revolve around login failures, slow loading times, and technical errors like SSL errors and 'Sie sind offline' messages. Many users report needing to attempt login multiple times, sometimes up to 20 attempts, before succeeding. Some mention being locked out entirely, even after reinstalling the app on multiple devices. The inability to access the account undermines the app’s usefulness, with one reviewer calling it 'der letzte Dreck' and stating they switched to a competitor.
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.“
- „For several days now, registration has not been possible; it always reports technical…“
„For several days now, registration has not been possible; it always reports technical errors!“
Original„Schon seit einigen Tagen ist die Anmeldung nicht möglich, meldet immer wieder technischer Fehler!“
- „Logging in is not possible, constant error message.“
„Logging in is not possible, constant error message.“
Original„Einloggen nicht möglich, ständige Fehlermeldung.“
How it has changed over time
Users have reported ongoing issues with the login process for an extended period, with complaints dating back to at least several weeks. Some mention that the app no longer offers fingerprint login, forcing them to use SMS codes instead, which adds friction. Others note that the app’s behavior has changed recently, with features like facial recognition requiring manual confirmation, even though other apps handle this automatically. These changes appear to have worsened the user experience.
What customers said:
- „it requires multiple clicks to log out.“
„it requires multiple clicks to log out.“
Original„braucht ausloggen mehrere Klicks.“
- „I have to log in twice every time!“
„I have to log in twice every time!“
Original„muss mich jedesmal 2x einloggen!“
- „the graphics to provide confirmations are a bit counterintuitive (I instinctively…“
„the graphics to provide confirmations are a bit counterintuitive (I instinctively associated the red icons with canceling the operation)“
Original„la grafica per dare conferme un po' controintuitiva (le icone rosse le associavo d'istinto a un annullamento dell'operazione)“
Practical takeaways
For users struggling to log in, the best workaround is to try accessing the service through the web portal instead, as some report the website is more stable. If login issues persist, users should contact Helsana support directly, as many are unable to file complaints due to being locked out. Avoiding repeated app reinstalls is advised, as this does not solve the underlying problem. The app’s usability remains a major pain point, and users are encouraged to manage their accounts via the website until improvements are made.
What customers said:
- „Only after hours of waiting could we finally log in on the website, which initially…“
„Only after hours of waiting could we finally log in on the website, which initially didn't work either.“
Original„Lediglich nach stundenlangem Warten konnte man sich dann endlich auf der Website einloggen, was zuerst auch nicht ging.“
- „I had to log in multiple times“
„I had to log in multiple times“
Original„Ich musste mich schon mehrmals neu einloggen“
Customer voices
Short excerpts - full reviews are available at the original source.
„Login no longer works!!“
„Login doesn't always work; I have to try 2-3 times at first“
„I've been having trouble with login for a while now“
„I have to log in twice in a row every time“
„It's practical, intuitive, and greatly simplifies everyday procedures.“
„The SSL error message prevents login.“
„Confirmations through an icon positioned at the top right are not entirely intuitive.“
„The app is clear and simple.“