You can now use OmaKela to submit a call request and confirm your identity before you call Kela

You can now confirm your identity in advance through OmaKela e-service (available only in Finnish and Swedish) before you call one of our customer service numbers. This allows us to help you more quickly as the Kela specialist who answers your call can see your information immediately. However, confirming your identity in advance is not mandatory. If you call us without confirming your identity through OmaKela, our specialist will verify your identity in some other way during the call.

If you want to confirm your identity before you call us, this is done by ordering a single-use code in OmaKela. If you are logged in to OmaKela on a smartphone, you can call the customer service number of your choice directly by tapping on its number link in OmaKela. If you do this, you do not need to key in the code separately. The other option is to manually call one of our customer service numbers and key in the code you ordered in OmaKela as instructed during the call.

“The majority of our customers want to handle their Kela-related matters independently in OmaKela. From now on, you can also use OmaKela to confirm your identity before a customer service call or call us directly if you have a question about, for example, a decision issued to you or benefits in general,” says Antti Jussila, Service Director at Kela.

In 2024, Kela’s customer service specialists answered 2.2 million calls. Customers logged in to OmaKela over 43 million times, and 83% of all applications were submitted online in that same year.

Submit a call request in OmaKela

Call requests for customer service by phone in Finnish, Swedish or English can be submitted in OmaKela. You can submit a call request for the same or next weekday. One of our specialists will call you within 30 minutes of the call time you have selected.

In the past, customers could book phone appointments through a separate appointment booking system, but now you can submit a call request through OmaKela instead.

“Different ways to contact our customer service are listed under Apua asiointiin in OmaKela. Customers can also submit a call request to receive service when they want. Our customer service specialists can usually help our customers take care of all their Kela-related matters with just one phone call,” says Jussila.  

Kela’s partner organisations, such as employment services and wellbeing services counties, can still book phone appointments for customers if necessary.

Chat with our customer service specialists

OmaKela is currently piloting a chat service that our customers can use after they have verified their identity. You can use the chat to ask a Kela specialist for help with handling your Kela matters in OmaKela.

Our specialists answer questions in the chat between 12.00 and 15.30 on weekdays (Monday to Friday). The chat service is only available in Finnish during the pilot phase. We are actively collecting feedback from customers to help us improve the service.

You can also ask our chatbot for advice. The bot can be accessed through the Finnish or Swedish version of Kela’s website at all hours of the day. Our chatbot provides quick and easy access to assistance with all stages of the benefit application process in Finnish and Swedish. The chatbot also assists customers looking to apply for the daily allowances for parents or social assistance in OmaKela.

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Call Kela
Submit a call request
Partner organisations can book phone appointments for customers (in Finnish)