The most frequently asked questions around hallesche4u

We composed many answers to your questions around the new app. Take a look for the respective category and experience more about the handling with hallesche4u:

General

Contact

Submission of receipts

Data and privacy

Registration, authentication, identification

My health



General
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What are the advantages of the hallesche4u app?

With hallesche4u you have everything important concerning your health in your hand - and in view! 

  • No need to visit the post office: Medical bills, prescriptions, medical prescriptions and medical referrals can be sent to us quickly and easily with hallesche4u.
  • Everything in a safe place: View your contractual documents and tariff details and change your address and bank details if necessary.
  • Your direct contact to Hallesche: In the app, help and advice is always just a click away.

Further functions are already being planned - with hallesche4u you won't miss any novelties.

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Who can use the hallesche4u app?
hallesche4u is available to all insured persons of the Hallesche health Insurance for free. Excluded are contracts of short-term health insurance for trips abroad. All you need is an internet capable smartphone or tablet.
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Is it planned to offer the app for Windows-Phone in the future?
Currently the app is only available for Android and iOS. A deployment for Windows is not planned at the moment.
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What requirements does my smartphone/iPhone have to meet to download the hallesche4u app?
For iOS devices, it must be at least an iPhone 6s with iOS 11 or higher installed. For Android devices, you need Android version 7 or higher.
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Where can I find the information about which version of hallesche4u I am currently using?
You will find the current version number under the item "Legal" --> "Software". In addition, the version number is displayed in the Google Play Store or Appstore as well as at the bottom of the screen when you log in.
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Can I as an insured person also receive my own access data?
Unfortunately, access data can currently only be provided for policyholders. However, all business transactions of the persons coinsured in the contract can also be handled via this access. It is also possible to log on to different devices with the same access data.
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How can I use the app in English?
As soon as you change the language in the system settings of your device to a language other than German, the app will be displayed in English.

Contact
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On which issues can I get advice by phone?
Our English customer care is at your disposal for questions regarding your insurance coverage.  

+49 (0)711/66 03-27 00 - Monday to Friday, von 8:30 - 17:00 o’clock

In German (Service Telefon): +49 (0)800/30 20 100 (toll-free) - Monday to Friday, 8:00 - 20:00     

For questions about your health, you can contact the health helpline. Here, medical experts advise you on issues such as sensible prophylactic measures, advantages and disadvantages of certain therapies, obtaining a non-binding second opinion, travel vaccinations and travel first-aid kit, support in case of care, and much more.     

Health helpline: +49 (0)711/6603-2000 - 24 hours a day 
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Does Hallesche Krankenversicherung receive information from conversations with the health hotline?
No, the health telephone is an external service for our insured persons. The contents of the conversations are not forwarded to Hallesche.
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Who can I contact in case of questions or (technical) problems?
Please write us a message under the menu item "Contact" or email to kundensupport@hallesche.de. You can also contact our service hotline from Monday to Friday between 8:00 - 20:00. We will be happy to help you.

Submission of invoices
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How does invoice submission work with the app?
Submission via the barcode function with the button "Scan barcode":
Simply scan the two barcodes "eA-Code" and "eP-Code" that you find on your invoice.

Usually the two barcodes are in the footer of the invoice. It might be that there is only one barcode in the footer and the other barcode to the right of the invoice recipient's address. These are generally the two largest barcodes on the invoice. Often there are two additional (smaller) codes included, which are used for postal road control or franking. 

If you have scanned the first barcode, the app automatically recognizes which of the two codes (eA or eP) it is and asks you to also scan the second barcode of the invoice. It is important that you always scan both barcodes of the same invoice and do not mix the "eA-Code" of invoice 1 and the "eP-Code" of invoice 2 by mistake. You can scan up to 50 receipts before sending them to us together. Invoices that are sent together are also answered in one benefit accounting. If we have successfully received the invoice data, you will receive a corresponding feedback within the app.

Submission via the photo function with the button "Photo":
The simple photo function allows you to transfer all invoices (also without barcode) as well as prescriptions, referrals and medical prescriptions securely to the Hallesche.

When photographing, place the documents on as dark as possible background and use the "Photo" button. To ensure that everything is legible, you can adjust the image section by dragging the corners.

If you have multi-page documents, please photograph the front side first and then the back side or the next page of the document. Once you have photographed all pages of a document, select the "Finish" option. If you have further documents, you can now photograph the next document by clicking "New Document". Please take photos of smaller documents one by one and use the possibility to send us several documents with one submission. First take pictures of all the documents and only at the end click on the "paper plane" symbol in the upper right corner to submit the invoices.

When you are finished with all documents, you can transfer them encrypted and securely to the Hallesche with one click. Again, you will receive a corresponding feedback within the app when we have received the documents.
 
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Which receipts can I submit using the photo function?
You can submit all receipts for reimbursement of medical expenses. For example, invoices, prescriptions and cost estimates.
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What receipts can I submit using the QR Code function?

With the barcode function of hallesche4u you can submit all doctor's invoices on which the two barcodes "eA" and "eP" are printed. This is the case, for example, with many invoices of the Private Medical Clearing House (PVS).

With the photo function, you also have the option of submitting all receipts - even without barcodes - directly to the Hallesche via the app.

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What data does the QR codes "eA" and "eP" contain?

The "eA-Code" contains the personal data contained on the invoice in encrypted form: Invoice recipient, address, treated patient with date of birth, if applicable, relationship information such as "your son".

The "eP Code" contains the key with which the personal data contained in the "eA Code" is encrypted as well as non-personal invoice data. It also contains an invoice ID which is used to retrieve the data.

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Can I submit several receipts at the same time?
You can submit up to 50 receipts with up to 50 pages per receipt collectively. Just click on "New receipt" before you send your invoice with the "arrow" symbol in the upper right corner. This allows you to add more receipts. If you want to add documents with more than one page, you will be given an appropriate hint during the photographing process.
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Can I still submit my receipts by mail after a failed transfer?
If there are any problems with the transmission or the subsequent retrieval of the invoice data, the app will inform you accordingly. You can then either resubmit the documents using the barcode or photo function. Or you can send the documents by mail to the Hallesche. In any case, please contact our customer support so that we can correct the error as soon as possible.
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Can I photograph and collect receipts without submitting them or will the receipts be lost?
Don't worry, your collected receipts will not be lost. Receipts that you have not yet submitted are highlighted in light blue in "My invoices" and marked with the date of creation. These can be changed or sent by clicking on "Edit now".
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What happens if I additionally submit receipts by mail?
The invoices are checked and then receive a "double submission note".  In order to keep the administrative effort low, we ask you to personally mark the invoices submitted with the app for you and not to submit them additionally by mail.
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Can I submit receipts from family members?
Yes, you can also submit receipts for persons who are co-insured in your contract about your access to hallesche4u.
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Can I get information about the processing status via the app?
You will receive a notification when your receipts have been successfully submitted. Further information is currently not available. However, we are working on integrating this function into hallesche4u as soon as possible.
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Will I still receive payment notifications?
Your invoice will be processed as usual in our services department and you will receive a payment notification afterwards. However, a function to send the payment notification electronically via hallesche4u is already being considered.
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Can I also use the app to submit correspondence or inquiries?
You can use the "Contact" function to send us inquiries about contracts, benefits and app functions directly in hallesche4u. Furthermore, we are already in the process of implementing a function that allows you to retrieve relevant documents/correspondence via the app.
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I submitted my receipts with the app. Do I still have to send a completed form "Short message for invoices"?
No. When submitting via hallesche4u this procedure is not necessary.
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Can I additionally export submitted receipts to my smartphone/tablet and save them there?
No, an export function is not provided in the current version of hallesche4u.
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Can I synchronize my submissions on different devices?
Yes, if you have installed hallesche4u on several devices, you can log in everywhere with your login data. The app automatically synchronizes on multiple devices.

Note: Drafts are not synchronized on other devices. You will see the drafts only on the device on which you created them.
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Why does it take so long to synchronize my data in "My invoices"?
At the first login to hallesche4u it can happen that the synchronization of the data takes up to 10 minutes. If the loading times are still so long after the first login, please contact kundensupport@hallesche.de
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Where are my receipts from the invoice app?
Since hallesche4u uses a different form of data management than the Hallesche invoice app, unfortunately the receipts can not be transferred.
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I have submitted invoices (want to submit invoices), how can I submit my account data?

Currently we can only offer you the possibility to change your address data via the app. However, we are in the process of integrating additional self-services such as changing or entering account data.

In the meantime, you can simply send us your account data together with the invoice to be reimbursed using the photo function. If you have already sent your invoice, you can also send us the account data via the contact form by selecting the category "Questions about the contract".

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My photographed receipts are not recognizable. What can I do?

Currently there are unfortunately problems with the camera control of various Android devices (especially Huawei). We are currently in the process of fixing the bug and providing you with the solution in one of the next updates.

For a prompt reimbursement, you are welcome to send the documents by mail to the Hallesche or by e-mail to service@hallesche.de


Privacy and data protection
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May I use the app as an authorized representative for an insured person?
Yes, as an authorized representative you can use the app on behalf of the policyholder.
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What happens if I lose my smartphone? Is my data still protected?
Your data is protected in the app by the necessary entry of your login data or by your fingerprint. Nevertheless, we recommend that you change your password for hallesche4u for security reasons. You can still use the app on another device after the loss, because your data will be synchronized.

You should also have your device locked according to the manufacturer's recommended procedure.
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Where is my data stored?

Your contract data will be made available by the systems of Hallesche via a secure online transmission procedure.

To ensure that your data is simultaneously available on different end devices, it is transferred in encrypted form via a cloud. All valid German and European data protection regulations are meticulously observed. Data processing takes place exclusively in a member state of the European Union or in another state that is a party to the Agreement on the European Economic Area.

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What do I have to do if I want to use multiple devices?
You can easily install hallesche4u on several devices and log in with your access data. The app automatically synchronizes on multiple devices.
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Is my data safe during transfer?
Yes! During the development of the app the currently valid security procedures were followed. In addition, the app is regularly checked by Hallesche and, on behalf of Hallesche, by external service providers who are specialized in the checking and certification of security measures. 
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How does the logout at hallesche4u work?
You can log out using the "My Profile" function with the button at the top right.
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Will I be automatically logged out of hallesche4u?
Yes, you will be automatically logged out after 15 minutes if you are not using the app. You can quickly and easily reactivate the app with your fingerprint or FaceID without having to enter your login data.
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Why can't I change my personal data (except the address)?
Currently we can only offer you the possibility to change your address data via the app. However, we are currently in the process of integrating additional self-services such as changing or entering account data.

Registration, authentication, identification
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What information do I need to register?
You need a customer ID and a password. You will find both in the letter in which we invite you to hallesche4u. If you have not received a letter, you can register yourself with your insurance number, first and last name and address. 
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Why do I need an ID?
You need a customer ID to securely log in to hallesche4u. During your first browser login, you will be asked to create an alias for your customer ID and change the password. You can then use either your customer ID or your newly assigned alias to login.
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Why do I have to wait for a letter until I have downloaded the hallesche4u app
For security reasons you will receive the activation data by mail. You also have the possibility to use the online identification of our partner NECT and to receive the activation data immediately in a fully digitalized way via Selfie-Ident procedure. All you have to do is identify yourself with your identity card.
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I have a new mobile device and want to install the hallesche4u app. How can I do this?
Simply download the app from the Google Play Store (Android) or Appstore (iOS) and log in with your customer ID (or alias) and password.
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Why do I have to log in to the hallesche4u app again and again?
For security reasons you will be automatically logged out of hallesche4u after 15 minutes. You can quickly and easily reactivate the app with your fingerprint or FaceID without having to enter your login data.
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The app hangs during registration or I do not receive a confirmation/activation. What is the reason?
This can have various technical causes. Please contact our customer support (kundensupport@hallesche.de).
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What happens if I have a new number and a new device?
You can use hallesche4u on several devices. Simply download the app from the Appstore (iOS) or the Google Play Store (Android) and log in with your login data.
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How does the biometric registration in hallesche4u work?
For security reasons you will be automatically logged out of hallesche4u after 15 minutes. You can then reactivate the app quickly and easily with your fingerprint or FaceID without having to enter your login data.
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Where can I deactivate the biometric registration?
Under the menu item "Settings" you can switch the login with your fingerprint or FaceID on and off at any time.

IMPORTANT: Reactivating the app with your fingerprint or face recognition only works if you have not actively logged out of the app.

My health
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When could it be appropriate to use a symptom checker?
Symptom checkers are approved medical products which are essentially designed to assist you in the initial medical assessment of your personal situation. Following the structured symptom query, you will not only receive an analysis of your personal symptom, but also information about the potential findings and suggestions for further action, e.g. through the integrated doctor search of the Health Foundation. Symptom checkers should never replace medical advice or a professional diagnosis.
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What is the source of the information regarding the symptoms and findings?
Hallesche provides the symptom checker in cooperation with DOCYET GmbH. DOCYET has established its own editorial team of medical professionals, e.g. nurses and doctors, who generate and continuously update the content of the information on symptoms and illnesses. The symptom check is based on the functionality of Infermedica, which is certified in accordance with the highest industrial standards.
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What happens to the personal data I disclose during the symptom check?
No data is transferred to Hallesche. As part of the symptom check, DOCYET works with Infermedica, the Health Foundation and Deutsche Telekom AG. No data is transferred to analytics services, e.g. Google Analytics or social platforms, e.g. Facebook. You can view the full privacy policy of our partner DOCYET here.
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How reliable is the corona suspicion test?
The software is an approved medical device, but cannot replace medical advice or diagnosis. The offer is primarily intended to support you in the initial assessment of your personal situation. 
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What is the Hallesche Health Portal?
Current health topics, valuable tips and information, health lexicon, health tests, comprehensive service offers and much more can be found in the health portal of the Hallesche. Here you will receive professionally founded and quality-assured information on all aspects of health. You can also stay up to date with our regular newsletter.
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What advantages does the video consultation offer?
With the video consultation you receive medical advice around the clock from the comfort of your own home. The doctors of our partner MD Medicus can also provide you with private prescriptions and send them to cooperating or desired pharmacies. The service is free of charge for persons with comprehensive health insurance and insured persons in the MEGA.Clinic, GIGA.Clinic and FEELfree tariffs, as well as by arrangement for selected companies.
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Which technical requirements do I need to use the video consultation?
You need a computer, laptop, smartphone or tablet. Your device must be equipped with a camera, a microphone and a speaker. For use with a computer, laptop and Android mobile device, the browsers Mozilla Firefox, Chrome and Opera are supported. For Mac systems the browser Safari version 11 or higher, for mobile devices from Apple (iPad) the latest operating system version iOS 11 is required.
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How is data protection ensured during the video consultation?
The protection of your data has the highest priority. Hallesche does not receive any personal health data - the doctors of MD Medicus are subject to medical confidentiality. The collection, processing and use of personal data by MD Medicus takes place only for the purpose of making appointments and checking your insurance status. MD Medicus stores the data exclusively on its own servers. The calls are also made using highly encrypted connections. The calls are not stored.