Gesy implements new identity verification for service centre calls

Starting Wednesday, October 7, 2026, the Health Insurance Organisation (HIO) will introduce a mandatory identity verification process for all telephone inquiries to the Gesy service centre that involve access to personal data. This measure is designed to enhance the security and protection of beneficiaries' sensitive information.

When calling, individuals must specify their status and the nature of their request. For general questions not requiring personal data, calls will be routed directly to an officer. However, if personal information is requested, the caller will be required to input a one-time password (OTP) sent to the mobile phone number registered within the Gesy system. This code will be valid for five minutes. Following successful OTP verification, the officer will perform an additional security check by requesting details such as the caller’s identity card number and date of birth before disclosing any personal information.

The HIO advises all beneficiaries to ensure that their contact information, particularly their mobile phone number, is currently updated in the Gesy records to avoid issues during this new authentication process.