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Old 31.08.2018, 22:51
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Helsana Customer Service

I've my medical insurance with Helsana for more than 5 years and I was very happy with them, although they are relatively expensive but I got a very good service.


However, 6 month ago I wanted to include Dental care for my kids, I sent them 3 emails with all paper required and called them more than 2 times (Baden office) and they were not responsive at all, not a single reply to my emails, and for all my calls they were replying as "the responsible salesman will call you later".
After about 4 month, I called the hotline and I was very frustrated, and I told them I need to make a complaint, the only way is to send a complaint through the website but there's no one I can talk to.


I submitted my complaint, and in 2 days I got an email from Helsana office with the new offer. I replied back that I'll wait till I got a reply first on my complaint and then I'll proceed with the offer sent to me.

After 5 weeks of submitting my complaints, there was nothing at all from Helsana, and when I called them they apologized very politely and promised that someone will call me in the same day, and guess what no one did.


I just want to ask if anyone has such case with Helsana?


Honestly this is the first time they deal like this in the 5 years, but this behavior made me really frustrated. I was literally chasing the company to upgrade my insurance and they were totally neglecting me, as if they don't care about their customer and they don't need me.
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Old 01.09.2018, 08:01
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Re: Helsana Customer Service

Did you do all this in German or French or was it exclusively in English ?


I wonder what would happen if i complained in the UK to my UK insurance company exclusively in German or French, wonder what sort of an answer i'd get.....
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Old 01.09.2018, 08:23
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Re: Helsana Customer Service

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Did you do all this in German or French or was it exclusively in English ?


I wonder what would happen if i complained in the UK to my UK insurance company exclusively in German or French, wonder what sort of an answer i'd get.....
In fairness.. Helsana does provide everything in English, website, bills, contracts, everything. When a company provides a means to contact them in English, like choosing that option on the phone or clicking "EN" on the website, I use it..

I'm also 5 years plus with them and never had an issue. I've had very little reason to contact them because it just works.

To the OP.. I also contacted them (contact form on the website) about dental care for the kids, they told me somebody would contact me .. Indeed they did, within a couple of days but it was not Helsana, it was the agent I normally deal with. Do you have any similar setup?
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Old 01.09.2018, 17:15
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Re: Helsana Customer Service

Have only good things to say about Helsana - all documentation, web-site etc. available in English. Had lots of health bills to be paid over the past year - all went fantastic - I just need to tick the boxes to pay the "Selbstbehalt" on my on-line banking. Everything else accessible on my on-line Helsana, and I'm informed by email each time a new document is available - for both myself and daughter.

If I have a question, I pop-down the road to the Zürich office.
Had previously disastrous dealings with Concordia - more expensive and extremely backward in technology and customer service.
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Old 01.09.2018, 20:48
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Quote:
Did you do all this in German or French or was it exclusively in English ?


I wonder what would happen if i complained in the UK to my UK insurance company exclusively in German or French, wonder what sort of an answer i'd get.....
All my conversation and emails are done in English, and it's been always going fantastic.

This is the first time I'd such case, perhaps this is only because of Baden office.

But I do still have a big question mark on Helsana customer service, when I do an official complaint on the website and no response seen by the company, then they do have a huge internal problem.

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In fairness.. Helsana does provide everything in English, website, bills, contracts, everything. When a company provides a means to contact them in English, like choosing that option on the phone or clicking "EN" on the website, I use it..

I'm also 5 years plus with them and never had an issue. I've had very little reason to contact them because it just works.

To the OP.. I also contacted them (contact form on the website) about dental care for the kids, they told me somebody would contact me .. Indeed they did, within a couple of days but it was not Helsana, it was the agent I normally deal with. Do you have any similar setup?
So perhaps it's the problem with Baden office, especially when I tried to follow-up the complaint they informed me someone from Baden will call me.

But still they saw the complaint with no actions, so why didn't they react for this?

Unless it's a splitted entity, then I do recommend everyone in this area shall not go with Helsana

Last edited by 3Wishes; 01.09.2018 at 21:22. Reason: merging consecutive replies
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Old 01.09.2018, 21:31
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Re: Helsana Customer Service

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...I submitted my complaint, and in 2 days I got an email from Helsana office with the new offer. I replied back that I'll wait till I got a reply first on my complaint and then I'll proceed with the offer sent to me...
Sorry, this bit confuses me. You complained a second time and they sent an offer in response within two days. Somehow that's not sufficient, so you are still fussing over the original complaint?

As best I can tell from what you wrote, the company has responded so they think the ball is in your court and probably don't have a clue what you're on about (like me).

Now that you have an offer in hand, what specifically would you like them to do to resolve your original complaint?
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Old 03.09.2018, 08:29
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Re: Helsana Customer Service

Simply I was not doing a complaint to receive an offer from them, I was not begging them to do their work.


I replied back to them clearly, I'd like to see a response for my claim first, it doesn't make sense that I send them several emails, call them few times and they are ignoring me. At least, I was expecting to reply back with an apologize that they were busy, out of office ... whatever.


But simply ignoring all my complaints and assuming that the issue is solved by sending an offer, then this company has a huge problem with customer service and satisfaction.
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Old 03.09.2018, 15:22
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Re: Helsana Customer Service

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But simply ignoring all my complaints and assuming that the issue is solved by sending an offer, then this company has a huge problem with customer service and satisfaction.
From their side likely they heard a complaint “I want to add dental, need a quote, haven’t got one”.

They addressed the complaint by sending the quote. That the salesperson didn’t call when originally said is in their eyes “bedauerlich” (regrettable is the closest English I’ve got), but as they don’t know why s/he didn’t call, they will not make an explanation as it would be non-factual.

Likely they will internally pass on the issue that sales calls are not being followed up.

In Swiss eyes therefore, they HAVE dealt with the complaint.

Yes an apology for the lost time and effort would be nice, but that’s not how this culture does things.

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Huge problem with customer service and satisfaction
More a different culture and differing expectations I’d say
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Old 05.09.2018, 15:55
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Re: Helsana Customer Service

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From their side likely they heard a complaint “I want to add dental, need a quote, haven’t got one”.

They addressed the complaint by sending the quote. That the salesperson didn’t call when originally said is in their eyes “bedauerlich” (regrettable is the closest English I’ve got), but as they don’t know why s/he didn’t call, they will not make an explanation as it would be non-factual.

Likely they will internally pass on the issue that sales calls are not being followed up.

In Swiss eyes therefore, they HAVE dealt with the complaint.

Yes an apology for the lost time and effort would be nice, but that’s not how this culture does things.


More a different culture and differing expectations I’d say
That's strange, I've seen several Swiss Companies with Swiss culture (e.g. Swisscom and others) who really replies back and apologizes for the customer. I'm now surprised when you say it's not expected
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Old 05.09.2018, 21:52
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Re: Helsana Customer Service

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That's strange, I've seen several Swiss Companies with Swiss culture (e.g. Swisscom and others) who really replies back and apologizes for the customer. I'm now surprised when you say it's not expected
I honestly don't see how you can connect dental care insurance (for which you may not be qualified as it was applied for while the applicants were older, and you would certainly have to undergo a dental check for each applicant - which you haven't mentioned) with Swisscom

Why on earth don't you just call them, or visit one of their offices to get it sorted ?????
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Old 06.09.2018, 09:02
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Re: Helsana Customer Service

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I honestly don't see how you can connect dental care insurance (for which you may not be qualified as it was applied for while the applicants were older, and you would certainly have to undergo a dental check for each applicant - which you haven't mentioned) with Swisscom

Why on earth don't you just call them, or visit one of their offices to get it sorted ?????
Why did you assume that I didn't contact Baden office initially.

I already contacted Baden office before to include my kids in the Dental Care, they sent me the requirements and reports needed to be prepared by Dentist.
After preparing all the documents I started the journey calling them and sending them emails with the reports I got, with no answer at all. I'd have been even satisfied if they replied back that more papers/test/reports are required, but no answer at all after several trials, that's strange.
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Old 06.09.2018, 13:24
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Re: Helsana Customer Service

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Why did you assume that I didn't contact Baden office initially.

I already contacted Baden office before to include my kids in the Dental Care, they sent me the requirements and reports needed to be prepared by Dentist.
After preparing all the documents I started the journey calling them and sending them emails with the reports I got, with no answer at all. I'd have been even satisfied if they replied back that more papers/test/reports are required, but no answer at all after several trials, that's strange.
I agree it's strange, but at this point you need to decide what matters most. Do you want dental coverage for your children or not? If you never send back the paperwork because you want to punish the company for bad behavior, they don't care and your children don't have dental cover.

You can send a registered letter of protest to someone important and ask for an official apology, but I am not sure you'll get a reply. But it might make you feel better.

If you're fed up with Helsana, ask another company to provide a quote. Vote with your wallet, so to speak.
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Old 06.09.2018, 14:14
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Re: Helsana Customer Service

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But simply ignoring all my complaints and assuming that the issue is solved by sending an offer, then this company has a huge problem with customer service and satisfaction.
Nope. The issue IS resolved - they took appropriate action when you complained and you got the offer within two days, Fantastic! Ten out of ten for them.

Continuing to bitch about the original problem, which has been resolved is absolutely futile and pointless. Yes, they screwed up, but then as soon as you complained they dealt with it. I honestly can't see what you expect to gain now.
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Old 06.09.2018, 15:39
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Re: Helsana Customer Service

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After about 4 month, I called the hotline and I was very frustrated, and I told them I need to make a complaint, the only way is to send a complaint through the website but there's no one I can talk to.
Would just like to know why it took you 4 months to follow-up on your application. You must have received some response, and submitted your childrens medical records.

The only reason I reply now is to issue warning, that childrens dental healthcare can be very expensive in Switzerland. A brace costs easily from CHF 5'000 - upwards, upwards, upwards.

I wouldn't care personally about making a stand, but sorting out the admin and finding out why your application has been dealt with in this way. EF can't provide these answers.

I'd focus on securing that the insurance - they will only be applicable to a minimal premium up to a certain age i.e. is secured very early.
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Old 06.09.2018, 15:50
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Re: Helsana Customer Service

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Why did you assume that I didn't contact Baden office initially.

I already contacted Baden office before to include my kids in the Dental Care, they sent me the requirements and reports needed to be prepared by Dentist.
After preparing all the documents I started the journey calling them and sending them emails with the reports I got, with no answer at all. I'd have been even satisfied if they replied back that more papers/test/reports are required, but no answer at all after several trials, that's strange.
Pop into the Baden office and ask them what's-up.
Take whatever documentation you have (most of your applications will already be in their system as a guess). Could be a 30 minute visit that saves you thousands .

I know that we spontaneously popped by for various questions e.g. change in status by relocation change etc. and the service was prompt and informative
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