The Health Insurance Organization is proceeding with the implementation of a new identity verification procedure for telephone communications with the GHS Service Center, in cases where beneficiaries request information that includes personal data.
The new procedure, which is expected to be implemented within September 2026, will be done through a one-time code, which will be sent to the mobile phone number registered in the GHS System. The code will be valid for five minutes and will be used for secure identification purposes.
The HIO calls on beneficiaries to check and update their contact details, especially their mobile phone number, so that they can be served unhindered when the new process is implemented.
The announcement is as follows:
The Health Insurance Organization informs the beneficiaries of the GHS that the implementation of an identity verification procedure is planned when communicating by telephone with the GHS Service Center (KE) through a one-time code – OTP, with the aim of further strengthening the protection of personal data.
The procedure is expected to be in place in September 2026 and will apply in cases where the caller requests information from the JU that includes personal data, ensuring that personal information is only disclosed after secure identification.
During the telephone communication with the CC, the caller should state his status as well as the type of his request. For questions of a general nature, which do not require the disclosure of personal data, the call will be forwarded to an officer of the CC. In cases where access to information containing personal data is required, the caller should ensure that he has immediate access to the mobile phone number registered in his contact details in the GHS System, provided that a one-time code will be sent to this number which will be valid for five minutes and should be registered in the telephone system for verification purposes.
After successful verification through the one-time password, an officer of the Contact Center will carry out an additional identification check of the caller, requesting the necessary information, such as ID number and date of birth, in order to ensure that personal data is disclosed exclusively to the beneficiary or to a person entitled to receive it. Only if the identification process is successfully completed will it be possible to provide information containing personal data. Otherwise, it will not be possible to disclose personal data and only general information will be provided.
The Organization invites beneficiaries to check that their contact details in the GHS Information System and especially their mobile phone number are correct and up-to-date, so that they can be served unhindered when the process is implemented.
The implementation of the procedure is part of the Organization's continuous effort to upgrade the services of the GHS and strengthen the technical and organizational security measures implemented for the protection of personal data.
