The Health Insurance Organisation (HIO) is introducing a new identity verification process for beneficiaries calling the Gesy Service Centre by phone, aimed at strengthening the protection of personal data. According to an HIO announcement, the process is expected to take effect within September 2026 and will apply to calls in which the caller requests information involving personal data.
Under the new system, callers will first state their capacity and the nature of their request. General enquiries that do not require access to personal data will continue to be handled as before, with the call passed directly to a Service Centre officer.
Where access to personal information is required, a one-time password (OTP) will be sent to the mobile number registered in the beneficiary's contact details on the Gesy IT system. The code will be valid for five minutes and must be entered into the phone system to complete verification. Once the code has been entered successfully, a Service Centre officer will carry out an additional identity check, asking for details such as the caller's ID number and date of birth. Only once every stage of the process has been completed successfully will information involving personal data be provided; otherwise, only general information will be given.
The HIO is urging beneficiaries to check that their contact details, and in particular the mobile number registered on the Gesy system, are correct and up to date, so that they can be served without difficulty once the new process takes effect. The organisation said the change forms part of its ongoing effort to upgrade Gesy services and strengthen the technical and organisational security measures protecting beneficiaries' personal data.
