Kela strives to limit the spread of the corona virus among its customers and personnel. Instructions for customers will be available on the page Update on the coronasituation. The page will be updated as the situation evolves.
Kela asks customers to contact Kela online, whenever possible. Visits to Kela’s customer service points should be avoided if it is possible to contact Kela using some other service channel.
Customers who do not use Kela’s e-services can send applications and supporting documentation to Kela by mail. The application forms can be printed from Kela’s website. If it is not possible to use the e-services or send a paper form by mail, the customer can contact Kela’s telephone service or book an appointment for service by phone.
Kela has taken steps to prepare for a situation where customer service points may have to be closed to limit the spread of the corona virus. In such a case, the customer service advisors at the customer service points will shift their job tasks to providing service to customers by phone and online.
Possible delays in the processing of benefits
If the spread of the corona virus reaches epidemic proportions, this may affect the benefit processing at Kela. The effects are currently being investigated and information about them will be available on the page Update on the coronasituation. The page will contain links to instructions and notices for different situations.
Kela has taken steps to secure its operations even in the case of a widespread corona virus epidemic. One such step is for instance to recommend telecommuting for Kela’s personnel. All business trips have been discontinued until further notice. All Kela staff who return from abroad will as a precaution be ordered to telecommute from home for 14 days. The capacity of the telecommuting connections has been increased so that as many Kela staff as possible can work from home.
In case of an epidemic, there may be delays in the processing of applications. In such a case, Kela may decide that the available resources will immediately be concentrated on the benefits that are intended to secure people’s income.
Kela has taken steps to prepare for an increase in the number of applications for sickness allowance and sickness allowance on account of an infectious disease by assigning personnel to handle these cases, when necessary.
Update on the coronasituation www.kela.fi/web/en/corona (to be published soon)
Kela’s customer service hwww.kela.fi/web/en/customer-service
How to book an appointment for service by phone www.kela.fi/appointments
Kela’s forms www.kela.fi/forms
Last updated: 17.3.2020