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Report a claim
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Report a claim online easily

What should I do in the event of a claim?

Key points at a glance
Life doesn’t always go to plan. A loss can occur quickly: a rear-end collision in commuter traffic, a stolen bike or a burst water pipe. Then it’s important to know what to do – and how to submit a claim to your insurance company as easily as possible.
Claim: This is now important
Document the event (preferably with photos)
1
Report the claim immediately
2
Safety first!
3
Water damage, glass breakage

If a water pipe breaks, gather up everything that's important to you but don't take any risks. Photograph the damage and store damaged items (e.g. short circuit). Report the incident to your insurer immediately. It may be possible to take steps to prevent further damage. It may be possible to take steps to prevent further damage to your household contents. Even if a piece of glass furniture such as a tabletop or a wall mirror breaks, report it to your household contents insurer.
Burglary, theft

In the event of burglary or theft, inform the police immediately and file a report. The insurance company needs the police report or your report to the police to settle the claim. When reporting a claim online, upload the document together with photos.  

Good to know : In the event of a burglary, also inform your neighbours of the incident. They may also have been affected or may have seen or heard something.
Motor vehicle damage, collision

After hail damage, take photos of your car and report the claim to your insurer online. In the event of a rear-end collision, secure the accident site and complete the European accident report. Also, take clear photos and include the contact details of those involved as well as any witnesses. You can submit the claim using the online form. 
Breakdown assistance

If possible, pull over to the right. For your own safety, put on the high-visibility vest. Contact the insurance company by phone. 
Damage caused to third parties

If you have broken something that belongs to someone else, this is a case for your private liability insurance. This applies, for example, to devices in your rental apartment or if a mishap occurs while you are a guest in someone’s home. Report the loss to your insurance company online with all the necessary information.
Travel

If you are unable to make your trip due to health reasons, cancel the booking(s) and submit the information to your insurance company using the online claims form. You can also simply report travel-related incidents to your insurance company online – if you were unable to continue your trip due to an accident, illness, strike or severe weather, or if you had to return earlier. In the event of an emergency, you can also contact your insurance company by telephone.  
Good to know

Always report a claim to your insurance company as quickly as possible. They will then inform you of the next steps. This will then inform you about the next steps. It’s worth keeping invoices and receipts for personal belongings, devices and furniture. Photos also help determine the amount of damage in the event of damage.

What information do I need to report a claim?

To ensure that your claim can be dealt with quickly, you should have the following information at hand:

  1. Policy number and Your contact details

    So that we can immediately classify your claim and so that we can contact you quickly if we have any questions.

  2. Claim date and place

    where and when did the loss occur?

  3. Description of loss

    Exactly what happened?

  4. Receipts, photos, contacts

    If possible, add pictures of the damage and provide proof of the value of the damage by including purchase receipts or invoice copies. Have contact details of involved persons at hand.

How do I report a claim to Helvetia?

  1. Go to the Helvetia website or the myHelvetia app and select "Report a claim".
  2. Select the type of damage (e.g. motor vehicle, household contents/buildings/valuables, Assistance, private liability).
  3. Depending on the claim, you will be guided to an online form or to our chatbot Clara. Clara creates the claim report together with you by going through all the necessary information step by step.  

The notification of your claim will be checked by our team. Thanks to the direct transmission, you save time and receive feedback faster. If you have any questions, the Helvetia claims department team will contact you directly.

Why should I report a claim online?

Reporting a claim online is the fastest and easiest way to report your claim. Compared to using the telephone, you save time because you can submit your claim at any time of the day or night. Meaning that you don't need to stick to any particular hours. You can also complete the claim in the app while on the go.  

If your car breaks down or if you have an emergency, you can of course call us. You can find the telephone number and your policy number on our website or on your Helvetia Service Card, which you can download to your smartphone. This way, you always have the most important data at hand. For all other cases, the online claim report is the first choice.  

What are the advantages of reporting a claim online?
Quickly and easily in just a few clicks
Transparent status tracking
At any time of day
Do you have any further questions about reporting a claim?

You can find all the answers about reporting a claim on our FAQ page.

What others wanted to know

Our customer advisors can provide answers to selected FAQs. Just tell us what you want to know. We will be happy to help you.

Karolin T. (41), Basel

How long will it take for my claim to be processed?

We will process your claim as soon as possible and get back to you. You will usually receive an e-mail within the next two working days with the claim number and the contact details of the claims officer responsible.

In exceptional cases (e.g. in the case of severe weather-related incidents), this may take longer.

original

Sandro Heer

Teamleader

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Hans-Peter G. (52), Zug

How will I be notified about the progress of my claim and the final decision?

Once the claim has been successfully reported, you will receive an e-mail within the next two working days with the claim number and the contact details of the claims officer responsible (this may take longer in exceptional cases). In this e-mail, we will inform you about the next steps of the process.

When processing a claim, we endeavour to provide you with regular updates on the status of your claim.

original

Céline Bürgin

Customer Advisor

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We are there for you when it matters.

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In the event of a breakdown or emergency
+41 58 280 30 00

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