Corona: frequently asked questions

Corona: frequently asked questions

Important: We’ll be regularly updating this page, so keep checking back for our latest updates.

Coronavirus (Covid-19) is spreading at an increasingly fast rate. We’re doing all we can to help and protect our customers and staff in this rapidly changing situation. That includes appointment-only access to our branches and insurance agencies for now and staying available to you by phone and online. Like many of our customers, you may understandably have questions about banking and insurance with us during the pandemic.

That’s why we’ve put together a list of frequently asked questions to keep you as well informed as possible during this exceptional situation.

Got a specific question and can’t find the answer in our list? Just e-mail it to us at corona@kbc.be and we’ll help you to the very best of our ability.

See the Belgian federal public health authorities website for more general information on the coronavirus.

Quick links

Using our services

Do I still have access to my branch/insurance agency and when are they open?

Our branches and insurance agencies are only open by appointment until further notice. Feel free to call your KBC Brussels branch (on their general number) or insurance agent.

Can I contact KBC Brussels Live and when are they open?

Contact our KBC Brussels Live experts using our KBC Brussels Mobile app or call them on 02 303 31 60 (weekdays 8 a.m. to 10 p.m. – Saturdays 9 a.m. to 5 p.m).

Payments

Can I manage my banking and insurance remotely?

You can do all your key banking and insurance business with us online on your phone, tablet or computer using our KBC Brussels Mobile and KBC Brussels Touch apps.

That means it’s easy to manage your everyday banking and insurance with us without leaving your home, especially if you’re self-isolating. See our guides to learn more.

How do I install KBC Brussels Mobile?

Go to Google Play or Apple’s App Store on your phone and install the app (just follow the instructions on your phone).

See our installation guide and demo.

How do I install KBC Brussels Touch?

You can use KBC Brussels Touch on your computer or tablet. See our guide to logging in to KBC Brussels Touch.

How do I transfer money?

KBC Brussels Mobile:

  1. Log in to KBC Brussels Mobile on your phone and tap the blue circle with the two arrows at the bottom right
  2. Choose the type of transfer you want to make: to another account or to one of your own
  3. Tap another account to make a cross-border transfer and select the account to be debited
  4. Enter the beneficiary’s details or – for a foreign account – tap the flag next to the account number
  5. Enter the amount, execution date and reference, then tap ‘Continue’
  6. Check the details of your transfer are correct and tap ‘Confirm’ to sign it using your PIN
  7. The transfer will be scheduled for a later date or be carried out if you are making immediate payment

KBC Brussels Touch:

  1. Log in to KBC Brussels Touch on your PC or tablet
  2. Tap or click ‘Transfer’ in the menu at the top right of the screen
  3. Choose between a ‘SEPA Credit Transfer’ and an ‘International transfer’ (a domestic transfer falls under ‘SEPA Credit Transfer’)
  4. Fill in the various fields
  5. Hit ‘Sign’ at the bottom
  6. Enter your PIN
  7. Your transfer will be made

How do I pay a friend?

See ‘How do I make a transfer?’ and follow the guide there.

How do I pay online?

Most websites let you pay by

  • Maestro or Bancontact
  • Mastercard or Visa
  • KBC Payment Button

See our guide to paying online.

How do I get account statements using KBC Brussels Touch?

KBC Brussels Touch gives you access to your account statements for three months, during which time you can view, download, save and/or print them. Even if you’ve already read them, they still remain available there for three months. You don’t get notified when new statements become available.

Print a guide

  • Getting account statements using KBC Brussels Touch

How do I change my debit card limits using KBC Brussels Touch?

You can set how much you can spend or withdraw with your debit card per day or per week. See how:

  1. Go to ‘Payments’ in KBC Brussels Touch and tap or click ‘... More’ at the top right
  2. Select ‘Debit cards’
  3. Select the debit card whose limits you want to change
  4. Open the ‘Manage’ tab
  5. Tap or click ‘Available amount for cash withdrawals in euro’ and/or ‘You can still transfer’
  6. Set your limits
  7. Hit ‘Save’
  8. Sign using your PIN

What are the limits for my debit card?

Standard limits

  Adults
Minors
Daily limit for cash withdrawals*
650 euros 120 euros
Weekly limit for cash withdrawals
2,500 euros 900 euros
Weekly limit for payments
2,500 euros 900 euros

Maximum limits

  Adults
Minors
Daily limit for cash withdrawals
2,500 euros 500 euros
Weekly limit for cash withdrawals
10,000 euros 5,000 euros
Weekly limit for payments
10,000 euros 2,500 euros
PIN-less payments*

25 euros per purchase

50 euros per parking session

25 euros per purchase

* If you make several purchases one after the other at a payment terminal that hasn’t got a number keypad (vending machines or car park ticket machines) and they add up to 50 euros or more, you then have to pay using your PIN or enter your PIN at an ATM before you can make another PIN-less payment.

Can I still pay by cash?

While the Belgian federal public health authorities say that cash payments do not pose a risk in that cash does not transmit the virus, they do encourage paying electronically to respect social distancing rules.

Loans

What if my employer has decided to close my place of work for three weeks and I’m worried about making my monthly loan repayments?

If you’re having difficulty making your monthly loan repayments because you’re temporarily unemployed, contact your KBC Brussels branch (by phone or e-mail), your regular contact or KBC Brussels Live to see how we can help.

Can I use an arranged overdraft to overdraw my current account?

This isn’t available as standard. You can only go overdrawn on your account if you’ve linked a KBC Brussels Budget Facility to it. If you’re having financial problems difficulties in repaying your loans with us, contact your KBC Brussels branch (by phone or e-mail), your usual contact or KBC Brussels Live to see how we can help.

Am I eligible for a home loan repayment holiday?

If you’re having difficulty making your monthly loan repayments because you’re temporarily unemployed, contact your KBC Brussels branch (by phone or e-mail), your regular contact or KBC Brussels Live to see how we can help.

If you’d like to learn more, see the official announcement by Febelfin (the Belgian federation for the financial sector) in this regard.

Can I take a loan repayment holiday?

The law doesn’t allow us to let you defer payments on instalment loans. For a home loan it is best to contact your KBC Brussels branch (by phone or e-mail), your usual contact or KBC Brussels Live for more details.

Can I temporarily spread my credit card repayments instead of having to repay the whole amount at once?

You can only spread your repayments if you have a credit card linked to a credit facility (KBC Brussels Flex Budget).

Insurance

Can I still travel abroad?

Follow official guidelines available on the Belgian federal public health authorities website.

I have to postpone my trip due to the coronavirus. Does my insurance cover the cancellation costs?

No. The coronavirus outbreak is not a valid reason for cancelling your trip. Epidemics are not covered by our travel cancellation insurance policies.

We recommend that you contact your travel agency, tour operator or transport operator to enquire about a possible cancellation. If you organised your trip yourself, you must contact the various service providers (like the airline and hotel) to check the options available. Accommodation costs are subject to the hotel’s general conditions. Some hotels have very lenient cancellation policies, allowing you to cancel your reservation free of charge up to the last minute, while others will charge you for the first night in the event of a no-show. If you received a generous discount because you booked your trip very early, you generally won’t be able to cancel it for any reason.

Learn more about our cancellation insurance.

Does my assistance insurance cover the coronavirus?

If you become ill or are injured abroad, KBC Brussels will pay the costs of your medical care, hospital accommodation expenses and any transport costs necessary for the purpose of arranging care. These costs will be covered up to the sum insured specified in the policy (once the cover provided by the health insurance fund has been exhausted).

KBC Brussels will take care of your repatriation to Belgium, if your medical condition so requires.
When, how and where you are taken will be judged exclusively in accordance with this medical condition and in consultation with the doctor in attendance.

For all epidemics, including the coronavirus, KBC Brussels will always need to follow the rules and regulations imposed by the local authorities (like access to cities or hospitals) and comply with the sanitary and hygiene standards and regulations issued by the competent bodies (including quarantine).

Learn more about our assistance insurance.

How do I file a hospitalisation claim for myself or a family member with KBC Brussels?

  • Use our KBC Brussels Mobile and KBC Brussels Touch apps
  • Call us on 0800 90 068: Monday to Friday from 8 a.m. to 12 noon and from 1 p.m. to 5 p.m.
KBC Brussels Mobile
KBC Brussels Touch
  1. Log in to KBC Brussels Mobile on your phone
  2. Tap 'More' at the bottom right and then 'Family'
  3. Select your hospitalisation insurance to go to 'Manage' and start filing your claim
  4. See immediately whether your expenses are covered
  1. Log in to KBC Brussels Touch on your laptop or tablet
  2. Go to 'Family'
  3. Select your hospitalisation insurance and start filing your claim
  4. See immediately whether your expenses are covered

Investments

Should I leave my savings where they are or are there alternatives?

There are indeed alternatives. Make an appointment with one of our wealth management experts to see which ones suit you and your risk profile best. Just get in touch with your usual contact or KBC Brussels Live for more help with this.

Is the coronavirus outbreak affecting my investments and should I be changing them accordingly?

Current market conditions are definitely having an impact on your investments. How much depends on your investments and whether they’re capital-protected, as many of our investment products are.

Make an appointment with one of our wealth management experts to find out whether you should change your current investment strategy. Just get in touch with your usual contact or KBC Brussels Live for more help with this.

Can I make an appointment with an adviser who specialises in share investments?

Our KBC Brussels branches don’t have this type of adviser, but you can find lots of information on our online investment platform, Bolero.

Can I stop my regular monthly investment and is that a good idea?

You can stop monthly investments. Whether that’s a good idea depends on your personal situation and for how long you think you’ll need the money you usually invest every month. The current slump in share prices also provides opportunities for the longer term, as you get more units of your investment for your money. Be sure to discuss this with one of our wealth management experts. Just get in touch with your usual contact or KBC Brussels Live for more help with this.

Why is my pension savings fund losing value?

A pension savings fund invests in shares and bonds, both of which have a daily market price that fluctuates according to market conditions.

At KBC Brussels, we have two types of pension savings funds. One has more shares than bonds, while the other has more bonds than shares.

Talk to one of our wealth management experts to find out more about your personal situation. Get in touch with your usual contact or KBC Brussels Live for more help with this.

Is it still advisable to keep paying into my pension savings fund or should I stop doing so?

You can stop paying into your fund if you wish. Whether that’s a good idea depends on your personal situation. The current slump in share prices also provides opportunities for the longer term, as you get more units of your investment for your money. Be sure to discuss this with one of our wealth management experts. Just get in touch with your usual contact or KBC Brussels Live for more help with this.

Will I lose a lot of money if my retirement savings end now?

There are two ways you can save for your pension. You can take out guaranteed-interest life insurance contract which matures when you turn 65. The fixed interest rate you get with this type of product means you won’t lose money on it.

Another way to save for retirement is through a pension savings fund. A pension savings fund consists of shares and bonds, both of which have a daily market price that fluctuates according to market conditions.

Although current market conditions are causing pension savings funds to lose value, they don’t have a maturity date. That means you can let your investment run after you turn 65, even if you’re no longer allowed to make deposits. That way, you can cash it in later under better market conditions.

Talk to one of our wealth management experts to find out more about your personal situation. Get in touch with your usual contact or KBC Brussels Live for more help with this.

Can’t find what you’re looking for?

Send your questions to corona@kbc.be and we’ll help you to the very best of our ability.

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