At a glance Helsana_GB2016_Kompakt_EN_014.indd :40

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1 At a glance

2 Our driving force

3 Committed to life this is our promise. As such, we are committed to the life of every single individual. The healthy and the sick. The youngest just as much as the elderly. We move, inform, make complex medical knowledge understandable and accessible. And we gift a smile to those who have little to smile about. Find out about our commitment in Thomas D. Szucs Chairman of the Board of Directors Daniel H. Schmutz CEO

4 6small helpers

5 Avatar Not missing out on anything while being sick. A long stay in hospital is difficult, especially for children. Our avatar robots help our youngest patients in particular to remain in touch with outside life. With the robot Nao they can attend school lessons and meet their friends while staying in hospital to regain their health. So far there are six small helpers bringing some normalcy to the lives of seriously ill children. helsana.ch/en/avatar

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9 Theodora Foundation 110,000 visits to children per year "The Theodora Foundation puts a smile on children s faces," the mother of a sick child hits the nail on the head. With conjuring tricks, games, stories and music, Theodora s professional artists bring some light and hope to the dreary days that disabled children spend in a hospital or institution. With our support, 110,000 such visits can be made every year. helsana.ch/theodora-foundation

10 Key figures 99.1 % combined Ratio The combined ratio is the key figure in the insurance industry. The combined ratio for 2016 was 99.1%. Premium volume was raised enough to compensate for the expected cost increases.

11 6.1 billion CHF benefits 6.4 billion CHF premium income Benefit costs continued to climb in Costs increased in all categories. Medical costs, the costs for physiotherapy and home care, and medication costs rose most strongly. Premiums follow costs. Premium income in 2016 was CHF 6.4 billion and exceeded the six billion mark for the first time.

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13 Helsana brings motion 20,000 people on the move From a health perspective, two thirds of Swiss people still do not move enough. At events at more than 200 urban venues, we surprised passers by and playfully encouraged them to do more sport. Using interesting poster locations as ping pong tables, swings, integrated pull up bars and much more, we motivated more than 20,000 people to move a little more.

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15 Health literacy 42 min. of videos presenting interesting facts Do I need a vaccination? What medical checkups make sense? To stay healthy, you need to take difficult decisions very often. We help you do this. We present up to date and scientifi cally founded information in short videos and presentations that are made accessible to a wide public. helsana.ch/health-literacy

16 Helsana s health forum 13 heart experts Helsana s health forums have been set up to disseminate knowledge. Here, interested persons can obtain first hand information by attending interesting lectures, panel discussions, exhibitions and tests relating to the most diverse topics. The first forum on the cardiovascular system held in Bern was attended by more than 350 visitors and was a resounding success. helsana.ch/health-forum

17 Health bus 1534 km through Switzerland Our health bus is a special mobile commitment. Touring through Switzerland, the bus offers free medical check ups at many different locations. In the past year, Helsana s experts travelled around to check up on people s mental and cardiovascular health. helsana.ch/health-bus

18 Key figures 98 million CHF earnings 2.1 billion CHF equity capital Helsana can look back on a solid 2016 financial year. Earnings were positive at CHF 98 million. Equity is solid, highlighting Helsana s continued strong market position and confirming that it is well prepared for the future.

19 4.3 billion CHF provisions Large provisions to cover future claims to benefits reflect the financial strength and stability of an insurer. This, in turn, benefits our customers.

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22 Commitment in the background The lion s share of the commitment shown by Helsana every day is totally invisible. Three questions to Gabriel Zuberbühler, Customer Correspondence Expert, about his contribution to a better customer experience. What is the task of a Customer Correspondence Expert at Helsana? I take complex, dry and technical insurance texts and translate them into the Helsana language. This language is easy to understand, concise and friendly and addresses customers at their own level. Because it is very important to us that our customers understand what they read.

23 What are the most challenging letters? An insurance company cannot always pay out benefits in the way that the customers would like. In such cases it is particularly important to us to not simply cite the rules and regulations to the customer, but to react to the customer s situa - tion with understanding and empathy. I suppose you write most of the letters yourself. How do you approach this task? I prepare and revise the standard templates that Helsana sends out, and I also offer personal coaching sessions in letter writing to our employees. Together, we can then develop solutions that ensure comprehensible, respectful and stylistically confident correspondence.

24 More at helsana.ch/en/2016 Publication details Publisher Helsana Ltd, P.O. Box, 8081 Zurich, tel , Project Management and Editorial Stefan Heini Design, Layout and Realisation MADE Identity AG, Zurich Photos Per Kasch (Cover, page 4, 6/7, 8), Olivier Walther (page 12), Thomas Suhner (page 16/17), Gian Marco Castelberg (page 20/21, 23) Illustration Calydo AG (page 16) Editing and Translation Apostroph Group, Zurich Printer Neidhart + Schön AG, Zurich HEL en