2019
At a glance
All healthy things come
in threes
Whether walking, meditating or trying out a new recipe: anybody who exercises regularly, takes time to relax and eats a healthy diet can enhance their sense of well-being. This year, to supplement the Helsana+ app, we therefore developed a further health app: Helsana Coach. This app helps our customers achieve their health goals. We have also further developed the Helsana Trails app: this practical activity planner can now be linked to the Helsana+ app.
3,753,020
Helsana+
Plus points donated
The Helsana+ bonus programme rewards health-conscious customers. More precisely, they earn Plus points, which they can then convert into cash, attractive discounts or, thanks to a new development, a donation. Donation recipients have included the Theodora Foundation, for example, whose Giggle Doctors provide light-hearted moments to children in hospital. We are proud that around 1,755 Helsana+ users donated points worth CHF 37,530 to good causes in 2019.
0 Waste
One issue that was very near and dear to our employees this year was the protection of the environment and nature: their activities included collecting waste in Bern city centre and removing rubbish from Lake Zurich. They also showed their social commitment – for instance, when spending an afternoon barbecuing at the Limmat Nursing Home or on a market stroll with residents of the Züriwerk Foundation. They volunteered a total of 1,540 hours of their time this year.
24/7 access to insurance documents
Want to quickly check on the move whether Helsana has already paid your doctor’s bill? No problem. With the new MyHelsana app, customers can access their personal data and documents from wherever they happen to be. This also applies to their insurance card, which is integrated in the app. The client portal has new functions as well, allowing customers to complete administrative tasks even more conveniently.
119,000,000 medication purchases
Ever more emergencies in hospitals and a growing number of X-rays, visits to the doctor and care services. But just how many more? Our Helsana Volume Report shows which medical benefits have experienced particularly strong increases during the past five years. Medication costs have also risen – as has the use of reserve antibiotics. This is the conclusion drawn by our latest Helsana Drug Report. Our reports are a significant contribution to more transparency in the healthcare system.
120,000
additional
customers
Friendly, fast and competent: customers expect the same thing from a restaurant as they do from their health insurance. This year, we improved the quality of our services. The result: not only our existing customers are more satisfied, we are also constantly gaining new ones. We were able to increase our Comparis Rating to 5.2 points. An incentive to continue giving our best.
241
repatriations
from abroad
Whether Thailand, the US or Japan: the people of Switzerland travel a lot and enjoy doing so. Helsana customers with corresponding supplementary insurance can travel carefree in the knowledge that they can count on our Emergency Call Centre in an emergency. Our specialists initiate all necessary steps and organise repatriation to Switzerland if medically necessary.
Ana Garcia coordinates all processes relating to emergencies abroad. We asked her how the Emergency Call Centre works.
What do you do when you receive notification of an emergency from abroad?
I first check the insurance coverage of the affected individual. I then issue cost approval. Where necessary, I clarify how the patient can be transferred or repatriated. I order medical clarifications and obtain quotes for the transport so that our Emergency Call Centre can organise the repatriation process.
What is the most important thing in an emergency?
We have to act very quickly, find pragmatic solutions and show empathy.
Which emergencies were especially common in 2019?
The number of heart attacks suffered by people in their 30s and 40s has increased recently. There were also a lot of strokes and cases of gastrointestinal inflammation – and accidents, especially during the summer holidays. These include falls as well as bathing and traffic accidents.
Given your job, are you still able to travel without worrying?
Yes, I am able to completely switch off on holiday. Something can always happen. But I know that, in an emergency, I’m well protected thanks to my insurance coverage. If anything does happen to me, I can rely on the Emergency Call Centre at all times.
