Coronavirus: the most important facts at a glance

The situation is changing all the time. What do I need to know and who can I turn to? Answers to burning questions.


Gabriela Braun

If you are currently having problems making your payments to Helsana, please contact us. You can contact your personal advisory team. You can find the telephone number on your policy and benefit statement or under our contacts. You can also reach us easily and securely via your myHelsana client portal. We will find an individual solution together.

You can order your medication from one of our partner pharmacies. Medically prescribed medication will be sent to your home and charged directly to Helsana. You can find the homepages with the contact details of our online pharmacies under partner companies.

This differs depending on the situation. 

The federal government pays if:

  • The person shows at least one of the symptoms defined by the FOPH (e.g. symptoms of an acute respiratory disease). 
  • The person received a notification through the SwissCovid app (even if they are not showing any symptoms). 
  • The person had close contact with a COVID-19 case, is showing no symptoms and is in quarantine. In this case, the cantonal authority decides if a test is needed. 
  • The cantonal doctors state that the test is necessary to identify or control an outbreak. 

The employer pays if: 

  • They have ordered the test. 

The tested person pays if:

  • They asked for the test themselves but do not fit the criteria listed above. 

No, don't stop using medication that was prescribed by a doctor on your own initiative. If you're worried, contact your doctor by phone.

You only need to go into mandatory quarantine if you have been in close contact with a person who is sick. That’s because in the days following your contact with this person, you could be infectious without realising it. If you have to go into quarantine, the relevant cantonal authority will contact you and inform you how to proceed.

Please consult the FOPH’s website for detailed information about what to do and answers to other questions. The link is provided below.

The Federal Office of Public Health (FOPH) publishes recommendations for travellers that are updated on an ongoing basis. In addition to behaviour abroad, the recommendations also relate to possible measures after returning to Switzerland. Please note that a number of countries have announced restrictions and entry bans.

The provisions of our supplementary insurance solutions specify certain benefits that can be applied to travel in the context of the coronavirus problem:

  • Cancellations of hotel bookings and travelling costs, e.g. before leaving for a high-risk country are not covered.
  • Medically necessary costs for treatment by your doctor or in hospital are covered under the usual conditions for basic and supplementary insurance solutions TOP/OMNIA/COMPLETA/HOSPITAL/WORLD.
  • For treatment abroad, basic insurance covers a maximum of double the costs for comparable treatment under the Swiss tariff. This is generally insufficient for full cost coverage. To obtain full-cover confirmation of insurance for travelling abroad, you must have one of the following products: TOP, COMPLETA or WORLD.
  • Early returns owing to an epidemic are covered by the TOP/OMNIA and COMPLETA supplementary insurance, up to an amount of CHF 500. The return flight must start in a country which is affected by the coronavirus. WORLD supplementary insurance does not cover any contributions in this regard.
  • Extensions of hotel stays and travel rebooking costs owing to quarantine abroad are not insured.
  • The insurance does not cover preventative coronavirus tests which are required by an airline or which are necessary for entry into another country.
  • The insurance does not cover preventative quarantine in a hotel or hospital.
  • If the public transport booked or used for the trip is cancelled and the continuation of the trip in accordance with the programme is thus not assured, the WORLD supplementary insurance plan will organise and pay for the insured person's extra return journey or delayed onward journey. Costs owing to breakdowns or accidents of private vehicles or due to changes to or the cancellation of the travel programme by the tour operator are not insured.
  • Medically required repatriations to an insured person’s country of residence are insured under the TOP/OMNIA/COMPLETA/HOSPITAL/WORLD supplementary insurance plans*.

*PLEASE NOTE: Should an insured person become infected with coronavirus, a return journey to Switzerland can only be organised after complete recovery. If the medical facilities abroad aren’t sufficient, our customers are transferred to a hospital in the vicinity that has the required infrastructure. The feasibility of repatriation to Switzerland is also assessed in the case of severely ill patients. However, the entry and exit regulations of the country in question apply here. The return trip can only be carried out after a two-week quarantine abroad. At present, REGA is solely responsible for transportation. This results in bottlenecks and long waiting periods.

  • Wash your hands regularly and well.
  • Cough or sneeze into a paper tissue or the crook of your elbow. Immediately dispose of the paper tissue after use.
  • Don’t touch your face.
  • Stay at home if you have a fever or cough.
  • Keep your distance.
  • Don’t shake hands.
  • Only go to the doctor or emergency department after you've made an appointment by phone.
  • Wear a mask if you are in a public area and you are unable to maintain a distance of 1.5 metres from others. You should also wear a mask if you if you use a service or attend an event that has a safety concept that prescribes the wearing of masks. Please observe your local cantonal requirements.

Please consult the FOPH’s website for detailed information about what to do and answers to other questions. The link is provided below.

If you have the SwissCovid app, you can find out if you have been in contact with an infected person. This can help to break the chain of infection and prevent any resurgence of the epidemic. The SwissCovid app will also provide you with information on what to do if you have been in contact with an infected person. In this case you can be tested for free. We strongly recommend downloading the app. Watch this video to find out how simple it is.

This information comes from the Federal Office of Public Health (FOPH) and the Robert Koch Institute.

Exclusion of liability

The information on health topics listed here is general advice and is provided for information purposes only. It is not intended to replace any medical advice. If you have health problems, you should always seek advice from a doctor or health care professional.

My contacts

Medical advice line

For questions relating to medical treatment upon suspicion of the coronavirus, your attending physician is responsible.

The healthcare professionals of Medi24 are also continuing to help our customers around the clock in connection with health-related questions through the provision of specific recommendations – expert, independent and free advice for all Helsana customers..
Tel. 0800 100 008

Insurance cover and assistance in Switzerland and abroad

Should you have any questions relating to the scope of your insurance cover in Switzerland, you can contact our Customer Services.
Tel. 0844 80 81 82

Our International Customer Service will be happy to answer questions on the scope of your insurance cover abroad.
Tel. +41 58 340 18 80

Customers who have already been hospitalised or who will have to be soon as well as customers who need to return prematurely or be repatriated to their country of residence can contact our Emergency Call Centre around the clock.
Tel. +41 58 340 16 11

Emergency psychological support

For psychological support in the event of financial or social emergencies, you can make use of our free emergency psychological assistance.
Tel. +41 58 340 16 11

FOPH coronavirus infoline

The FOPH coronavirus infoline can be reached around the clock.
Tel. +41 58 463 00 00 

Important and current information can also be found on the website of the FOPH.


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