myHelsana – fast, simple and straightforward

General questions on myHelsana (FAQ)

  1. What is myHelsana?
  2. Who can register for myHelsana?
  3. Can I also receive documents by post; if so, which?
  4. What do I need to watch out for when registering with myHelsana?
  5. I can’t sign in. Why might that be happening?
  6. What is an mTan?
  7. Who can provide me with help when I need it?
  8. Do you save my data?
  9. Is my data secure with Helsana?
  10. Where can I find the legal information relating to myHelsana?
  11. What are the benefits of the myHelsana app?
  12. What do I need to do in order to use the myHelsana app?
  13. Can I submit invoices on the myHelsana app?
  14. What happens if I delete the myHelsana app on my device?
  15. Can I use the myHelsana app even if I am not a Helsana customer?
  16. Where can I ask further questions or give feedback?
  17. Is there a demo version of the app?
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What is myHelsana?

myHelsana is the Helsana Group’s web portal for clients, giving you better online access to your health insurer. The portal lets you review and manage your personal data yourself. In addition, we upload important documents such as insurance policies and premium statements to myHelsana so that you can access them at any time.

myHelsana is particularly useful for clients who pay their bills by e-billing, direct debit with a bank or Swiss Debit Direct for PostFinance customers. You may, of course, continue to make payments via online banking or eFinance (PostFinance) facilities.

The main benefits of myHelsana can be summarised as follows:

  • It is a protected online communication channel; less risk compared with e-mails.
  • A well structured document archive provides clarity and helps protect the environment (less paper).
  • Less time spent waiting for documents to arrive by post.
  • myHelsana is upgraded all the time to provide you with even more options.

Take a look at how it works in our video at www.helsana.ch/en/myhelsana.

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Who can register for myHelsana?

Anyone who is 18 or over and is a customer of the Helsana Group (Helsana and Progrès). For more details, please see our terms of use.

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Can I also receive documents by post; if so, which?

Yes, you can also receive some documents by post. This applies to the following: policies, benefit statements, premium invoices, tax statements.

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What do I need to watch out for when registering with myHelsana?

You will need your insurance number, a mobile number and an e-mail address to register. After you have completed registration, we will send you your activation code as soon as insurance commences. You need this code to complete the registration process.

Please note that once you have completed your registration (after activating your account), you will receive all mail electronically. This means that your invoices, insurance policies and benefit statements, etc. will all be stored on your myHelsana account.

Note: Register quickly to start from August 2019. The code is valid for three weeks.

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I can’t sign in. Why might that be happening?

In order to sign in, you need your email address, your password and your access code (mTan). The access code will be sent by SMS to the mobile phone number registered with us.

Please note that passwords are case-sensitive. If you have forgotten your password, please use the “Password forgotten?” button beneath the input field.

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What is an mTan?

Tan stands for transaction number. A Tan is a numeric code that is valid for a brief time only, after which it can no longer be used. These codes are sent by SMS to your mobile number. The term used is mTan, i.e. mobile tan.

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Who can provide me with help when I need it?

Should you have any questions on myHelsana or need practical assistance (online help), you can reach us on the following telephone numbers:

Technical service for insured persons in Switzerland:

DE/E: 058 340 93 70

French: 058 340 93 80

Italian: 058 340 93 90

Monday – Friday: 8 a.m – 6 p.m.

For insured persons resident abroad:

+41 58 340 18 80
Monday to Friday, from 8 am to 5 pm.

These telephone numbers are intended for use specifically for issues concerning the myHelsana client portal.

Should you have any general questions on your health insurance, please call us on 0844 80 81 82 as usual or contact your customer care team.

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Do you save my data?

We do not store personal information. Helsana uses GoogleAnalytics to monitor site usage. To do this, we need to identify your IP address. However, Google’s data-protection guidelines explicitly state that Analytics does not establish any links to personal data (e.g. Gmail).

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Is my data secure with Helsana?

Yes, Helsana has taken organisational and technical steps to ensure that your personal data is protected against unauthorised access.

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Where can I find the legal information relating to myHelsana?

Here you will find the terms of use for myHelsana.

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What are the benefits of the myHelsana app?

As a Helsana customer, the myHelsana app means your documents are always with you wherever you go and you always have an overview of your documents and invoices. You can process all insurance matters digitally and access your insurance details 24/7.

Helsana aims to make life as easy as possible for its customers.

You can use the simple myHelsana app to...

  1. Always have your integrated insurance card with you.
  2. Make your insurance matters easier
  3. Access your personal details.
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What do I need to do in order to use the myHelsana app?

  1. Open the App Store/Play Store on your smartphone
  2. Search for the myHelsana app
  3. Install the app
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Can I submit invoices on the myHelsana app?

You can send us your invoices via the Scan app: www.helsana.ch/scanapp.

You can also send us your invoices via portal.

You can use the myHelsana app to send the invoices of other Helsana customers (such as family members) too.

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What happens if I delete the myHelsana app on my device?

If you delete the app, your documents are still available on the portal.

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Can I use the myHelsana app even if I am not a Helsana customer?

The myHelsana can only be used by Helsana customers with active cover.

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Where can I ask further questions or give feedback?

Do you still have questions you didn’t find answered on this page? Helsana will be glad to hear from you. For any further questions or to give feedback, please contact your regional customer care team. For this, select the menu option “Contact / Customer service”.

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Is there a demo version of the app?

On helsana.ch there is a video about the app: www.helsana.ch/myhelsana.