Below is a summary of frequently asked questions relating to claims handling. This information under no circumstances replaces the policy conditions. Naturally, this summary cannot cover every possible scenario. If you have more specific questions, please contact your insurance agent.
How can I report an accident or claim?
Ask Kate for help with filing your claim
Kate, your digital assistant in KBC Brussels Mobile, can help you file your claim.
1. Digitally in one of our free apps
2. Through your insurance agent
Your trusted insurance agent will be happy to help you open a claim file and guide you through the steps for having it settled.
3. Call us any time on 016 24 24 24
If you cannot reach your insurance agent or if you need immediate and urgent assistance with a claim, you can contact our call centre at any time.
If your vehicle can no longer be driven after an accident, you should contact our call centre immediately. They have your vehicle towed away as quickly as possible and offer any additional assistance for which you are eligible.
Why do I need to fill in a European Accident Statement if I am involved in an accident with another party?
Even when the police visit the scene of the accident, it is advisable to fill in a European Accident Statement together with the other party. An accurately filled in European Accident Statement expedites the claim settlement process. The statement includes instructions on how to fill it in.
Upload a photo of the signed accident statement in our app or hand it in to your insurance agent.
What if I get into an accident abroad involving my vehicle? How does the claims handling process work?
If you are involved in an accident abroad, we also advise you to fill in the European Accident Statement. This statement is identical in all languages. The same applies in the event of an accident in Belgium involving a vehicle that is insured abroad.
The legislation of the country where the accident occurred applies for establishing the party that is at fault. Our specialised employees are experienced in these matters.
If you have taken out assistance insurance, contact our assistance helpline on 016 24 24 24. One of our employees will be happy to help you with matters such as the repatriation of the vehicle and/or passenger(s) and urgent provisional repairs.
How do I find out if I can have the damage repaired or whether I will receive compensation?
Based on the information in your claim report, we quickly determine whether your claim is eligible for compensation. You are notified of our decision in our app, through your insurance agent, by e-mail or by letter.
Having your damage assessed. How does the assessment work?
If we decide to provide compensation, you can select a repairer for the damage assessment. We also appoint a loss assessor who will approve the amount of the repair.
The process is even quicker when you select a repairer from our network of repairers. You can go straight to the repairer to have the damage to your vehicle assessed. The repairer settles everything else with the loss assessor.
Filming the damage and selecting a repairer in KBC Brussels Mobile
You can film the damage and select a repairer in our KBC Brussels Mobile app. We then forward your video to the repairer you selected. We also add the video to your file.
If you select a repairer from our network of repairers and they can assess the damage based on your video, it saves you a trip to the repairer.
Why select a repairer from our network of repairers?
Enjoy the benefits of a KBC Brussels-approved repairer
- Free replacement vehicle during repair
- We pay the invoice directly to the repairer. You only pay the deductible to the repairer on completion of the repair work
- High-quality repair work with a three-year warranty
- Using the latest techniques, your vehicle will be repaired in no time
KBC Brussels only works with professional repairers who meet strict criteria and high-quality standards and who respect and care for the environment and society.
What if the loss assessor declares my vehicle a total loss? What documents do I need to submit?
In the event of a total loss, the loss assessor will need the purchase invoice, your vehicle documents and a VAT statement. They also need the keys, radio and alarm codes.
What do ‘technical total loss’ and ‘economic total loss’ mean?
Sometimes a vehicle is so severely damaged that repair is technically not possible. This is referred to as a ‘technical total loss’. In other cases, the vehicle may be technically repairable, but the cost of repair exceeds the vehicle’s value, making the repair economically unjustifiable. This is called an ‘economic total loss’.
When will I receive my compensation? What deductible applies?
We pay your compensation
- Once we have received all the necessary information
- In case of a positive assessment of your file
- On conclusion of the assessment
In most cases, compensation is paid immediately and automatically if we have your account number on file. If you selected a repairer from our network, we pay the compensation directly to the repairer.
The deductible is the amount to be paid by you. This amount can be found in the policy conditions and depends on the cover (for example, deductible in the case of comprehensive insurance) or on the contract conditions (for example, deductible for young drivers).
Why do I need to fill in a VAT statement? Do I need to submit a repair invoice?
VAT
If you are VAT registered and your vehicle has been repaired, in some situations you can recover some or all of the VAT on the repair costs. In order to determine whether you are eligible, we ask you to fill in a VAT statement.
Specific rules apply for comprehensive insurance
- If the vehicle is repaired, we only pay the non-recoverable VAT after the repair invoice has been submitted
- In the event of a total loss, the VAT recovery system at the time the vehicle was purchased applies
Invoice
As you are not obliged to have your vehicle repaired, there is also no obligation to submit the repair invoice.
If you have comprehensive insurance, you must be able to submit the repair invoice in order to receive the non-recoverable VAT.
In addition, in some situations you are entitled to compensation for loss of income, for example, when a third party is liable for the damage and no replacement vehicle was made available during the repair of the damaged vehicle by one of our repairers. The repair invoice is also required for this purpose.
Who pays the towing expense for my vehicle? And am I entitled to a replacement vehicle?
Towing expense
If you have taken out comprehensive all-risk insurance or assistance insurance with KBC Brussels, we compensate the towing expense if your vehicle can no longer be driven after an accident.
In some cases, basic towing after an accident is also covered if you have third-party liability insurance. We recommend calling our assistance helpline on 016 24 24 24 to discuss your options.
Replacement vehicle
If your vehicle can no longer be driven, and you have taken out assistance insurance, a replacement vehicle is made available for a period of seven days after the accident.
If you do not have assistance insurance, but you are having your vehicle repaired by one of our repairers, a replacement vehicle is made available free of charge for the duration of the repair work. In that case, you do not receive any compensation for loss of income.