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What should I do in the event of a claim?

Report a claim

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Report a claim

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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)

Report the claim immediately

Safety first!

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.

Water damage, glass breakage

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.

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.

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.

Motor vehicle damage, collision

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.

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.

Damage caused to third parties

Travel

If you’re unable to make your trip due to health reasons (medical certificate required), cancel the booking(s) and submit the information to your insurance company using the online claim notification process. This also applies to incidents while travelling that mean you are unable to continue your trip or are forced to return early due to an accident, illness, a strike confirmed by an official body, or bad weather. In the event of an emergency, you can also contact your insurance company by telephone.

Travel

Water damage, glass breakage

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.

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.

Motor vehicle damage, collision

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.

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

Travel

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:

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.
Claim date and place

where and when did the loss occur?
Description of loss

Exactly what happened?
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?

Go to the website or open the customer portal (myHelvetia/myBaloise).
Select the type of claim (e.g. motor vehicle, private third-party liability).
Depending on the claim, you’ll be guided to an online form or to our chatbot, Clara, where you can report your claim quickly and easily.

When you submit your claim directly, our claims department can check and process it faster and get back to you sooner. If more information is needed, someone from the Helvetia claims department will contact you.

Why should I report a claim online?

Our online claim notification process 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. That means you’re not limited to office hours. You can also report a claim on the go in the myHelvetia app or via the myBaloise customer portal.

If you require immediate assistance, such as in the event of a breakdown or an emergency, you can of course reach us by phone. For all other cases, our online claim notification process should be your first port of call.

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.

Find out more

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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 working days with the claim number.

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

Ask a question

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 working days with the claim number (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.

Ask a question

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 working days with the claim number.

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

Ask a question