Confirm your identity before you call for faster customer service on the phone

We recommend that you confirm your identity in advance in the OmaKela e-service (available in Finnish and Swedish only) before you call Kela’s customer service. If you confirm your identity before you call, your call will be directed to a Kela specialist more quickly. The specialist will also be able to see your information immediately at the start of the call. This means faster service and better data security.

You can still call our customer service without confirming your identity before you call. If you do so, the Kela specialist who takes your call will verify your identity in some other way during the call.

“We recommend that you confirm your identity in OmaKela before you call us to ensure faster and safer service. Our customer service specialists can usually help you with all your affairs in just one phone call,” says Marjo Riihimäki, Coordinator in Kela’s Customer Relations Unit.

If you want to confirm your identity before you call us, this is done by ordering a single-use code in OmaKela. If you call us from your smartphone, you can start the call directly by tapping the number link in OmaKela and you do not need to enter the code separately. Alternatively, you can enter the code into your phone as instructed by our specialist during the call.

Submit a call request in OmaKela

You can also submit a call request for customer service by phone in Finnish, Swedish or English in OmaKela. You can submit a call request for the same day, if it is a weekday, or for the next weekday.

When you call Kela’s customer service, you may also be asked if you want Kela to call you back while you are waiting in queue for customer service. You will be asked this question if there are callback slots available If you choose this option, you do not have to continue queueing and Kela will call you back as soon as possible. Over half of all Kela customer service calls are made after a callback request.

Kela offers services via different channels to meet customer needs

The majority of Kela’s customers use OmaKela to handle their affairs independently. In 2024, approximately 83% of all applications were submitted online. However, you can still use the chat function in OmaKela (in Finnish only) or call Kela if you need to. Kela also offers guidance to customers who want to learn how to manage their affairs online.

Customers who cannot use our e-services can call us or visit one of our service points, which can be found in over 200 municipalities. Some service points are operated only by Kela while others are joint service points that Kela operates together with other government organisations. Many service points also offer access to our remote service.

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Confirm your identity in OmaKela before you call us
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