Customer service

New system

In order to be well prepared for future requirements, we introduced a new system for our corporate business unit on 1st July 2019. We have compiled all of the important information for you below.

Change in the layout of customer documents
The layout and structure of all documents is changing, but the content will remain the same.
Examples of documents affected by this include offers, policies, invoices and salary declarations, etc.
New bank account details

From 1 July 2019, there will still only be one bank account used for all Helsana invoices, regardless of whether it is an invoice for accident insurance or daily sickness benefits insurance.

Please use the following account details with immediate effect:

Account number: 01-109312-0
Helsana Accidents Ltd
8600 Dübendorf

Direct debit
From July 2019, you can use the direct debit payment option offered by banks (LSV+) and PostFinance (CH-DD). To do this, simply fill in and sign a payment authorisation and send it back to your bank (LSV+) or Helsana (CH-DD). Once we have registered your application, you will no longer receive any payment slips.
​Payment authorisation (PDF, 34KB)
Transferring regular customers to ELM Web
From 1 January 2020, the ELM (Uniform Wage Notification Procedure) will also have an online portal for electronic salary declaration. This means that all customers will be migrated to the new “ELM Web”. Salaries can of course continue to be declared using a paper form, upon request. Helsana brokers can log in via IGB2B access.
Customers with special contact configurations that cannot be reproduced in the online portal will continue to send the payroll declaration using the paper form.
Remuneration: Compensation statements for brokers (documents)
Brokers will now receive two compensation statements – one for group care and one for daily benefits and accidents. The latter will continue to be published in a document.
From December 2019, a new Brokerportal will be provided via the IGB2B Brokergate.
Here, brokers can access their customer and contract data, yields and compensation statements.
Committed to protecting your data.
Update: New launch date is 2 September 2019

Due to technical amendments we are delaying the launch of the Helsana Secure Mail encrypted email service for sending sensitive data from 1 July 2019 to 2 September 2019.

What is Helsana Secure Mail?

Helsana Secure Mail is the name of our solution for sending sensitive data via encrypted e-mail. Helsana Secure Mail is based on a widely used standard solution with the strongest algorithms and key lengths for maximum e-mail security.

How does Helsana Secure Mail work?

Every time we send an e-mail containing sensitive data, we will do so using encryption via Helsana Secure Mail. If your e-mail address has already been registered for this service, you will receive an e-mail with an encrypted attachment. You will be able to open this attachment using your Helsana Secure Mail login details and password. If your e-mail address has not yet been registered for Helsana Secure Mail, you will receive an e-mail asking you to register and a second e-mail containing a password. In the first e-mail, click on “Register now” and follow the registration instructions. Once you have completed the registration process, you will receive the Helsana Secure Mail with the encrypted attachment.