Gesy service centre introduces mandatory otp verification for personal data

Starting Wednesday, October 7, 2026, the Health Insurance Organisation (HIO) has implemented a new identity verification procedure for telephone communications with the Gesy Service Centre. This security measure is designed to enhance the protection of beneficiaries' personal data by requiring a one-time password (OTP) for any requests that involve the disclosure of sensitive personal information.

When a caller contacts the centre, they must state their identity and the nature of their inquiry. If the request is of a general nature that does not require access to personal records, the call will be handled without additional verification. However, for requests involving personal data, the caller must have immediate access to the mobile phone number registered in the Gesy system. The OTP, which is sent via text message, remains valid for five minutes and must be entered into the telephone system. Following successful digital verification, operators will conduct a manual identity check by requesting additional details, such as the caller’s ID card number and date of birth.

The HIO has urged all beneficiaries to ensure their contact details, particularly mobile phone numbers, are current within the system. This procedural change ensures that confidential information is only disclosed to the registered beneficiary or an authorized representative.