What to do in the event of a claim

Insurance card

Your insurance card is personal and non-transferable. You will receive a new card automatically when the old one expires. Should you lose your insurance card , please call us to request a new one.

  1. General information about your insurance card
  2. Digital insurance card
  3. Social insurance number
  4. Cash free purchase of medicines in Switzerland
  5. Blocking of the electronic information service provided by your insurance card
  6. European Insurance Cardon the reverse
  7. International emergency telephone number
  8. Details on the chip
  9. Living will
  10. Loss, damage and disposal
  11. Different insurers
  12. Questions

General information about your insurance card

As a customer with compulsory healthcare insurance or supplementary insurance with the Helsana Group, you will receive an insurance card. This card contains your 13-digit social insurance number and a microchip as required by legal provisions. Please show your insurance card any time you need to see a doctor, go to hospital or visit a pharmacy, whether at home or abroad. This will simplify the billing process with Helsana and help to save costs.

New PUK code:

You will also receive a PUK code with the card. It is made up of eight digits. Please take good care of it. You can use this code to unlock your insurance card if you enter the wrong PIN five times in succession.

Insurance card with compulsory healthcare insurance with the Helsana Group

Insurance card

Supplementary insurance card without compulsory healthcare insurance with the Helsana Group:

You will receive a supplementary insurance card if, without having concluded any basic insurance with the Helsana Group, you have concluded one of these types of supplementary insurance (TOP, SANA, COMPLETA, OMNIA, WORLD) or a supplementary hospital insurance (HOSPITAL ECO, HOSPITAL PLUS, HOSPITAL PLUS BONUS, HOSPITAL PLUS CLASSICA, HOSPITAL COMFORT, HOSPITAL COMFORT BONUS, HOSPITAL COMFORT CLASSICA, HOSPITAL Private, HOSPITAL Semi-Private, HOSPITAL FLEX, HOSPITAL ALBERGO).

Supplementary insurance card


Digital insurance card

As a user of the new myHelsana App (from 2 September 2019), you always have your digital insurance card with you. When you visit a doctor, pharmacy or hospital, you simply present the digital insurance card (picture and barcode) on your smartphone at the checkout or reception desk and have it recorded by the staff. In this way, the service provider receives the information on your card digitally and can identify you directly.

Karte You will find the digital insurance card behind this icon on the homepage of the myHelsana App.

There is no obligation for service providers to accept the digital insurance card.


Social insurance number

Your social insurance number consists of 13 digits. This social insurance number can be used by all social insurers, such as those providing health and accident insurance and military insurance.

Under Article 42a of the Health Insurance Act (KVG), all health insurers are obliged to print the social insurance number on the card. This number is issued to us by the Central Compensation Office.


Cash free purchase of medicines in Switzerland

You don't need cash when you go to a pharmacy to obtain those medicines that are reimbursed by compulsory or supplementary healthcare insurance. Once you've shown your card, the pharmacy will send the invoice directly to your Helsana Group health insurer, which will invoice you only for your deductible.


Blocking of the electronic information service provided by your insurance card

You have the option of blocking this electronic information service for your supplementary insurance. Please note that if you do this, you will no longer be able to obtain any medicines that are reimbursed by supplementary insurance from pharmacies without using cash.

Electronic information service blocking form (PDF, 170KB)


European Insurance Cardon the reverse

If you have concluded basic insurance with the Helsana Group, the reverse of your insurance card is also your European insurance card. This looks the same in all European countries, so all doctors and hospitals recognise the card immediately. If you become ill or have an accident in an EU or EFTA country, the card ensures that you receive all the necessary treatment and medical care. In such cases, the medical care you receive will be subject to the fees and legal provisions of the country in question.

The reverse of your supplementary insurance card will not correspond to the European standard if you have not concluded basic insurance with the Helsana Group.


International emergency telephone number

In the event of a medical emergency at home or abroad, please dial the emergency telephone number shown on the reverse of your insurance card. We are available for you on this number around the clock, seven days a week.


Details on the chip

Why does my insurance card a microchip?

First, as a health insurer, we have to make certain administrative data available to doctors, pharmacies and hospitals. This data is stored on the microchip. Second, it's the law: if you have health insurance in Switzerland, you have to be in possession of an EU-compliant insurance card with a microchip*.

* Insurance Card Ordinance and Art. 42a of the Federal Health Insurance Act (applies to basic insurance only)

What does the microchip do?

The microchip enables doctors, pharmacies and hospitals to call up your administrative data. This simplifies the billing process. The microchip serves as an access key to the online procedure (see column on the right). You can store your emergency medical data on the microchip and protect it by means of a PIN.

What data can be called up?

In the "online procedure", doctors, pharmacies and hospitals can ask us to verify whether the administrative data on your card is up to date. They can also call up information on your insurance cover.

What data is stored on the microchip?

The administrative data stored on the microchip is listed on the front of your insurance card:

• Last name, first name, gender and date of birth

• Card number, social insurance number, date of expiry of the insurance card

• Helsana Group FOPH number

You can also have additional emergency medical data stored on your card. Data of this kind may be stored and read only at your request and only by doctors, pharmacies and hospitals. Helsana cannot access it. You can use a PIN to block access to your emergency data. Please note: If you have opted to protect your emergency medical data with a PIN, this data will not be available to the emergency services if you are unresponsive in an emergency situation.

Emergency medical data are:

• Blood group and transfusion details

• Immunisation data (i.e. details of vaccinations)

• Transplant data

• Allergies

• Illnesses and consequences of accidents

• Additional entry in medically justified cases

• Medication

• One or more contact addresses for use in an emergency

• Note on current advance health care directives


Living will

Who decides whether I am incapable of decision-making?

The new adult protection law came into force on 1 January 2013 and stipulates the provisions for patient decisions. An advance health care directive can identify persons who are to represent the sick person, if he/she is incapable of making his/her own decisions, for questions relating to medical treatment and care.

How is the information about the advance health care directive added to the insurance card?

Doctors providing treatment must now, using the insurance card, establish whether an advance health care directive is in place for a person incapable of making his/her own decisions. Persons capable of making their own decisions can provide their service providers with an advance health care directive in writing. The service provider can save details of where the advance health care directive is kept to the chip on the insurance card.

How do I obtain an advance health care directive?

There are several organisations, institutions and authorities in Switzerland that provide templates for advance health care directives, in most cases free of charge. To find out more, your best course of action is to contact your doctor.


Loss, damage and disposal

Please take good care of your insurance card, the information sheet, and the carrier sheet. Try to avoid damaging the card, the magnetic strip and the microchip. Please let us know immediately if you lose your insurance card so that we can block it and send you a replacement. In this case, your emergency medical data will be lost and you will need to have it re-entered when you next see your doctor or visit your hospital. If your insurance card is damaged, or you terminate your insurance cover with us, please destroy the card.


Different insurers

If you have taken out basic and supplementary insurance cover with different insurers, please make sure that you always show all your health insurance cards when you see a doctor, go to hospital or visit a pharmacy.



If you have any questions, please call us on:

Switzerland: 0844 80 81 82

International: +41 844 80 81 82