What to do in the event of a claim

Accident abroad

  1. What to do if you have an emergency abroad
  2. Forms available for download
  3. You need inpatient treatment
  4. You have had an accident
  5. Avoid gaps in insurance cover

You've had an an accident abroad

If you are employed and work at least eight hours a week, you are subject to compulsory insurance against both occupational and non-occupational accidents – including accident-related tooth damage – through your employer. In this case, contact your employer.

If you are unemployed or work fewer than eight hours per week, you must have the accident cover included in your compulsory healthcare insurance. In this case, proceed as described under "Emergency abroad".

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What to do if you have an emergency abroad

Whether it's a stomach ache, a burn injury or a slipped disc – here are the most important tips on what to do so that an unwelcome incident during your travels doesn't create a financial or administrative burden as well.

Are you abroad and in need of medical help? In order to ensure your insurance pays the cost of your treatment, depending on the type of treatment and the country, proceed as follows:

You need to see a doctor (outpatient treatment)

In an EU/EFTA country (list):

Show your "European Health Insurance Card", which is integrated into, and found on the back of, your insurance card. You will then be entitled to the same medical benefits in accordance with the law of the country you are in as if you were insured there. The costs will be charged directly to us. Your co-payment (excess/annual deductible) matches that of the country you are in and must usually be paid directly. You therefore do not need to pay a cost contribution in Switzerland. If your European Health Insurance Card is not accepted locally, please call our emergency center on +41 43 340 16 11.

Non-EU/EFTA countries:
You must pay for outpatient treatment locally and always request confirmation of payment together with a detailed invoice.

USA: For outpatient emergency treatment, request a "self pay bill".

Report the incident to our emergency call centre on +41 43 340 16 11.

To claim a reimbursement, send us the original invoice, receipt and proof of payment (credit card statement, bank statement, or similar for currency conversion), together with the completed survey form for illnesses or accidents abroad. We recommend using our address labels.

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Forms available for download

Please make sure you choose the correct Helsana Group health insurer when downloading. You can check this on the back of your insurance card.

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You need inpatient treatment

In an EU/EFTA country (list):

Show your "European Health Insurance Card", which is integrated into, and found on the back of, your insurance card. You will then be entitled to the same medical benefits in accordance with the law of the country you are in as if you were insured there. The costs will be charged directly to us. Your co-payment (excess/annual deductible) matches that of the country you are in and must usually be paid directly. You therefore do not need to pay a cost contribution in Switzerland. If your European Health Insurance Card is not accepted locally, please call our emergency centre on +41 43 340 16 11.

Non-EU/EFTA countries:

Contact our emergency call center immediately via the emergency line on +41 43 340 16 11. The number is also on the back of your insurance card. The emergency call center team is available around the clock.

Depending on your insurance cover and the situation, inpatient treatments are settled by the emergency call center directly.

Where necessary and depending on your insurance cover (TOP/COMPLETA/WORLD), the emergency call center organises medically required repatriation (worldwide). Please remember that the costs are only fully covered if you contact the emergency call center and allow them to arrange the repatriation.

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You have had an accident

If you are employed and work at least eight hours per week, you are subject to compulsory insurance against both occupational and non-occupational accidents – including accident-related tooth damage – through your employer. In this case, contact your employer.

If you also have accident insurance with Helsana, Progrès, Sansan or Avanex, proceed as described above.

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Avoid gaps in insurance cover

We recommend that you check your insurance cover before planning a trip abroad. With TOP, COMPLETA and WORLD supplementary health care insurance, not only will you receive benefits in terms of assistance, you are also covered for costs that exceed those covered by basic insurance. Make sure you take your insurance card with you whenever you travel.

If you have any questions, please contact your customer service team.