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?
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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.