Update on the coronavirus situation

 

This page contains information about the effects of the corona virus (COVID-19) on Kela’s benefits, the processing of applications and the services. The page will be updated as the situation evolves.

Effects on benefits

Economic security

Financial aid for students

International situations

Interpreting services for the disabled

Rehabilitation

Sickness allowance on account of an infectious disease

How applications are processed

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.

Recovery of overpayments

The recovery of overpaid benefits or guaranteed student loan debt can be suspended for six months if a customer experiences economic hardship because of the coronavirus outbreak. This requires a consultation between Kela and the affected customer. The option to suspend the recovery efforts does not apply to child support payments.

Contacting Kela

Due to the corona virus, we recommend that customers contact us online or by phone. If there are many issues to examine, you can also book an appointment for service by phone.

Applications and supporting documents

We recommend that you send applications and supporting documentation online. Online you can also see if any supporting documents are missing or if the application needs to be supplemented in some other way.

If it is not possible to use our e-services, applications and supporting documents can be sent by mail to the address: Kela, PO Box 10, 00056 Kela. The application forms can be printed from Kela’s website.

Telephone service and appointments for service by phone

Most Kela-related matters can be handled by phone, and it is also possible to book an appointment for service by phone.

Please do not call the customer service numbers unless the matter is urgent or can be dealt with by the customer service personnel. The customer service personnel cannot, for instance, speed up the processing of applications or tell you when you will receive the decision. Kela will contact the customer, if the customer is expected to do something or provide further information

Visiting a customer service point

If you must visit one of our customer service points, you should remembers to practice hand hygiene and strive to avoid close contact.

Please do not visit the customer service point if you have flu symptoms, if you are in quarantine, if you have travelled abroad or if you have possibly been exposed to the corona virus. The customer service points apply effectivised cleaning and hygiene.

Due to the corona virus situation, some of our customer service points are closed. Before visiting a customer service point, please check if the service point in question is open at: www.kela.fi/customer-service-locator

How applications are processed

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.

Kela’s customer feedback service will be closed until 31 May 2020

Kela’s customer feedback service will be closed until 31 May 2020 due to the exceptional situation caused by the corona virus. Kela focuses on its core functions and wants to secure sufficient personnel resources for these services.

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