Unsolicited marketing calls

Unsolicited marketing calls are a nuisance for insured persons and damage the reputation of health insurance companies. We’ll explain how to respond correctly when you receive a suspicious call and what you can do about it.

12.11.2021

Helsana has committed itself to the comprehensive sector agreement for agents. The provisions of the agreement have been in effect since 1 January 2021.

Go to the current version of the sector agreement

Among other things, the sector agreement regulates the use of telemarketing calls. This is because unsolicited marketing calls are not just a nuisance for insured persons – they also damage the reputation of health insurance companies. Callers are often suspicious and sometimes aggressive. They often operate from abroad and claim to work with health insurance companies. They also make false promises about premiums and discounts and try to make an appointment for a consultation.

Helsana distances itself from these methods and meets the relevant legal requirements. Protecting your data is a top priority for Helsana.

  • Helsana will notify you of any changes to your policy or premium by post or via the myHelsana client portal. Helsana always communicates using secure channels such as Secure Mail.
  • Helsana does not pass on any data to uninvolved third parties.
  • Helsana demands that its partners provide the highest quality services and comply with the legal stipulations. It responds to breaches in a consistent way.

What to do if you receive an unsolicited marketing call

  • Do not disclose any personal information or information about your insurance. Do not correct any false statements made by the caller.
  • Note down the date and time of the call, and the telephone number. The name of the company, the callers first name and surname, and the FINMA registration number are also important, as is the caller’s Cicero number. If they do not provide you with any information, this is a breach of quality regulations.
  • Report any suspicious phone calls and agents directly, either to the nearest Helsana general agency or to your customer care team. The telephone number can be found in your insurance policy. Or contact the supervisory commission for the sector agreement for agents or the State Secretary for Economic Affairs (SECO).
Supervisory commission for the sector agreement for agents State Secretary for Economic Affairs (SECO)

More tips:

  • If you do not want to receive marketing calls, you can request an * entry for your telephone number from your telephone provider. It will then no longer be possible for you to be contacted by telephone for marketing purposes.
  • You can block unwanted phone numbers by contacting your telephone provider. These “call filters” automatically prevent unsolicited marketing calls and calls from withheld numbers. You can also use a blacklist to record individual numbers from which you no longer want to receive calls. This usually works for both landlines and mobile phones. You are best off contacting your telephone provider to find out more about this.

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