Have a question about KBC Brussels Assist? We're happy to help! On this page you can find answers to frequently asked questions about KBC Brussels Assist.
What KBC Brussels Assist is
General: KBC Brussels Assist and who it's for
- What is KBC Brussels Assist?
- What features does KBC Brussels Assist have?
- Who is KBC Brussels Assist for?
- Can I use KBC Brussels Assist on any smartphone?
- How do I activate KBC Brussels Assist?
- Does KBC Brussels Assist come for free?
- Can I also install the KBC Brussels Assist app if I'm not a KBC Brussels client?
- Can I also use KBC Brussels Assist if I'm a client but haven't taken out any insurance at KBC Brussels?
- Can the members of my family also use KBC Brussels Assist for insurance policies taken out in my name?
- Will the app also show me all the details of my policies?
- How can I get KBC Brussels Assist?
Activating the app, choosing a PIN and logging in
- What do I need, as a client, to be able to use KBC Brussels Assist?
- How do I go about requesting my one-off login code?
- How do I enter my one-off login code now that I've received it?
- I am being asked to choose a PIN for KBC Brussels Assist. May I use the one I have for KBC Brussels Mobile?
- Can I use KBC Brussels Assist immediately after activating it?
- Can I use KBC Brussels Assist on more than one device?
- I’ve forgotten my PIN. What should I do?
- Can I change my PIN without having to go through the activation procedure again?
- Can I change the language preference after activation?
- Do I have to register so I can ask for fast assistance?
Features in connection with your vehicle
- My vehicle's been damaged in an accident. How can the app help me?
- How do I use this app to complete a European accident statement if I've had an accident?
- What is Crashform?
- My vehicle won't start following a breakdown or accident. How can I use the app to call for roadside assistance?
- I have broken glass and am insured for this. How can the app help me?
- I have broken glass and am insured for this. How can the app help me?
- My vehicle has been stolen. How can the app help me?
- What is the advantage of contacting the assistance helpline using the app?
- If I call, will I get through to VAB or KBC Brussels Assistance?
- Will I get someone on the line if I call using the KBC Brussels Assistance number?
- I need legal assistance. How can the app help me?
- I have a limited form of legal assistance insurance, e.g., no cover within Belgium. Can I still use KBC Brussels Assist?
- I'm insured for breakdowns whilst I'm abroad. Can I also request breakdown assistance if I'm in Belgium?
- I'm not insured for breakdowns. Can I still use the app to request breakdown assistance?
- The app says that I can add photos if I want. But when's it advisable to do so?
Features in connection with your home
- I've suffered damage to my home. How can the app help me?
- What's the 'Album of photos of valuables'?
- How do I add photos from my 'Album of photos of valuables' to my insurance claim?
- The app says that I can add photos if I want. But when's it advisable to do so?
- What are severe weather alerts?
- For which locations will I get the weather alerts?
- Can I change these locations?
- Can I switch these alerts on and off?
Features in connection with your family and leisure activities
- There's been an insured incident involving me or a member of my family. How can the app help me?
- I urgently need personal assistance.
- I or a member of my family need to go to hospital. Can I notify this using this app?
- I can't see an 'Assistance' or 'Hospitalisation' icon.
- The app says that I can add photos if I want. But when's it advisable to do so?
Submit your claim
- What happens if I submit a claim using the app?
- I've submitted my claim but want to ask something else or add some information. How do I find out who to contact?
- How can I be sure my claim has been submitted?
- How long do I have to wait for an answer once I've submitted a claim?
- When will my claim be handled and how long does the process take?
Manage your claims
Severe weather alert
Data protection
- If I choose to enter my mobile number privately in my smartphone’s settings (i.e. not in the app itself), will telephone-related features still work?
- What personal details are retrieved in the app?
- Are banking details also shown in the app, such as my current account?
- Are my details retrieved securely in the app? Are are they secured on my device?
- Can I, or should I, take measures to protect the general data stored on my smartphone?
- Is my data protected during transmission to the assistance helpline/VAB?
- Is my data protected at the assistance helpline/VAB?
- Will the assistance helpline/VAB pass on my data to any third parties? If so, which data?
- Where can I find more information about data protection?
- Are the photos that I store in my 'Album of photos of valuables' stored securely?
Help
General: KBC Brussels Assist and who it's for
1. What is KBC Brussels Assist?
KBC Brussels Assist is a free app providing KBC Brussels clients
with an easy means of reporting insurance claims regarding their
home, family or vehicle to their agent. For vehicle damage,
there are also features like:
- looking up glass-repair
workshops or
- getting fast assistance in case of a breakdown,
accident or theft of your car, whether in Belgium or abroad. Around
your home, you can make a digital record of your insured items so
that, if they are damaged or stolen, you have a photo of the relevant
items to hand.
You can also use KBC Assist to track the status of ongoing claims. For now, you'll only be able to do this for legal assistance claims.
2. What features does KBC Brussels Assist have?
We give you a secure environment in which you can report claims to
KBC Brussels under your home, family and vehicle policies. When we get
your report, we automatically open a claim file for you.
And
there are a host of other features:
For your vehicle:
- If your car breaks down or you have an accident, call KBC Brussels
Assistance
directly.
We'll know immediately who and where you are and the registration number of your car, so that we can help you even more efficiently. - If you have glass breakage on your car, get straight on to finding an authorised workshop who'll settle the bill directly with KBC Brussels, leaving us to deal with the admin and charges.
- If your car's broken into or stolen, report it immediately.
- If you have a road accident, take a photo of the completed accident statement in KBC Brussels Assist or use the electronic version in the Crashform app and send it straight through for quick processing.
For your family:
- Call our personal assistance line directly.
- File a hospitalisation claim, 24/7.
For your home:
- Keep an album of photos of the valuables you have at home. They're kept in a safe environment, but, if the items are stolen or damaged, you can report them in their original condition.
Track your claim:
- Under 'Track your claim' you can complete, submit and view claims, and see how legal assistance claims are progressing.
- These sometimes take a long time to settle so it's useful to see the steps and action taken, and the claim's current status. If your input is required this will be marked in pink.
5. How do I activate KBC Brussels Assist?
There are two ways for you to do this, both of which – among other things – entail us verifying your identity:
1. Activation using KBC Brussels Mobile
For this, we use
the security features (PIN) in KBC Brussels Mobile. However, the
KBC Brussels Mobile app first has to be installed on your device
and you have to have registered for KBC Brussels Mobile, too.
2. Activation using a login code
By using a one-off activation
code which you can get through KBC Brussels Assist by text or e-mail.
You then use this code in KBC Brussels Assist to activate the app.
6. Does KBC Brussels Assist come for free?
Yes, KBC Brussels Assist is a free app. However, you must be a KBC Brussels client.
Note:
If you use the features over a Wi-Fi connection or your
mobile phone operator's network, additional charges may apply. Note
also that any phone calls you make from abroad will be more expensive
than those made from within Belgium. If you are abroad and use
specific features that require you to connect to the Internet (like
accessing a map or transferring your details), your provider will also
charge you additional data-roaming costs. All telephone costs and
data-traffic charges are paid by the user.
7. Can I also install the KBC Brussels Assist app if I´m not a KBC Brussels client?
Activating the app, choosing a PIN and logging in
1. What do I need, as a client, to be able to use KBC Brussels Assist?
You need to register once to use the KBC Brussels Assist app. This can
be done:
* Either in KBC Brussels Mobile using its
security features. KBC Brussels Mobile needs to be installed and
activated on your device.
* Or by requesting a one-off
login code in the KBC Brussels Assist app, if you haven't installed
KBC Brussels Mobile on your device (only for Android and iOS
devices).
3. How do I enter my one-off login code now that I´ve received it?
Features in connection with your vehicle
1. My vehicle´s been damaged in an accident. How can the app help me?
- If anyone was injured, call the police and emergency services. You can use the app to do this.
- If the accident has immobilised your vehicle, call the assistance helpline to send a rescue truck.
- If any other vehicles were involved, you and the other party have to complete a European accident statement. Take a few relevant photos of the situation.
- If no other vehicle was involved, carefully note the situation and the damage. Take a few relevant photos of the situation.
- Also note the name and contact details of any other parties and witnesses.
- Send your notes and/or the completed European accident statement
to KBC Brussels using the app.
2. How do I use this app to complete a European accident statement if I´ve had an accident?
You can do this in one of two ways:
· With the KBC Brussels Assist app
Take a photo of the
completed paper form by selecting 'Vehicle' > 'Accident and
damage'. The form is then sent along with the claim when it is being
submitted. We'll then open a claim file and take over the admin work
for you.
· With the Crashform app (for iPhone and Android smartphones
only).
If you have installed this app on your device, your
insurance details at KBC Brussels will be filled in automatically in the
form. All other information and drawings can also be registered
electronically using this app.
As soon as you have sent the
claim via Crashform, you will receive a confirmation e-mail, which in
turn will be automatically forwarded to KBC Brussels. We will then open a
claim file and take over the admin work for you.
4. My vehicle won´t start following a breakdown or accident. How can I use the app to call for roadside assistance?
If you've broken down, select 'Breakdown'. We'll request your location and check your details. The app will then get your phone to automatically call the right number. Afterwards, the app sends details to KBC Brussels Assistance over Wi-Fi or over the telephone network. When the roadside assistance service answers, they'll see the details you've sent through.
5. I have broken glass and am insured for this. How can the app help me?
Select 'Vehicle' > 'Glass breakage' to easily find and contact a repair workshop. You can get in direct contact with a Carglass workshop. They'll take care of the admin and costs directly with KBC Brussels. If you choose another repairer and the case is urgent, we recommend that you first inform your agent by sending them a message. They will then do what's necessary to arrange an appointment and settle the costs directly. If you do make the appointment yourself, it may be that KBC Brussels will only pay the costs later.
8. What is the advantage of contacting the assistance helpline using the app?
You don’t need to search for the assistance provider's contact details. Instead, you are connected immediately to the appropriate VAB assistance provider and avoid having to go through the helpline option menus. The VAB assistance provider immediately sees several basic details in their system that will allow them to identify the call, including who you are, where you’re calling from, what the problem is, and what is covered by insurance. They'll quickly do what's needed and make sure someone's quickly with you.
9. If I call, will I get through to VAB or KBC Brussels Assistance?
10. Will I get someone on the line if I call using the KBC Brussels Assistance number?
You'll always get someone on the line. It is not the app's purpose to eliminate personal telephone contact, as it can be helpful to speak to the assistance provider, particularly in the event of an emergency. Instead, it is designed to make things easier for you in the event of an emergency and allow you to get in contact with an assistance provider quickly and efficiently.
11. I need legal assistance. How can the app help me?
14. I´m not insured for breakdowns. Can I still use the app to request breakdown assistance?
Feature in connection with your home
1. I´ve suffered damage to my home. How can the app help me?
2. What´s the `Album of photos of valuables´?
Under 'Home', you can also create an album with photos of your
valuables. It means you always have evidence available of their
original condition in case of damage, theft or loss. You can add the
photos to claims under the policy where you're insured (under 'Home'
> 'Submit claim'). Note that the photos are securely stored on a
central KBC Brussels server (and not on the device itself).
But
note: valuables you photograph and add to the album are not
automatically insured under your policy. If you want to know what is
and isn't insured, we advise you to contact your insurance
intermediary.
3. How do I add photos from my `Album of photos of valuables´ to my insurance claim?
You can only do this if you have a policy under 'Home'. Select 'Home', opt for 'Submit claim', and then answer the questions relating to a claim. When you get to the screen where you can enter a description, you can also add photos. You'll be asked whether you want to take a photo yourself or add one from your phone or from your 'Album of photos of valuables'.
5. What are severe weather alerts?
Features in connection with your family and leisure activities
1. There´s been an insured incident involving me or a member of my family. How can the app help me?
3. I or a member of my family need to go to hospital. Can I notify this using this app?
Yes, if you have KBC Brussels Hospitalisation Insurance, go to ‘Family’ to see your insurance details and policy number, and 'File claim'. If you click this you can file claims 24/7.
Submitting your claim
1. What happens if I submit a claim using the app?
Your agent or contact person receives the claim and, as soon as
possible, will examine what steps need to be taken; they'll then
contact you if necessary. Further follow-up on your claim is done by
your agent. If you have questions in that respect, you can contact
them. Under 'My claims', you'll see which agent you can contact.
You will also receive an e-mail showing the details you've filled in
and any added photos. Here, too, you'll see who you can contact.
4. How long do I have to wait for an answer once I´ve submitted a claim?
5. When will my claim be handled and how long does the process take?
That's very dependent on your claim. Your agent will probably start handling your claim straight away. Depending on your claim, this may be completed within a few days. However, in very complicated cases involving a lot of parties, it can take months. Your contact can tell you more about progress in handling your claim.
You can track legal assistance claims to see how they’re progressing. It shows the steps taken chronologically and the claim's current status.
Managing your claims
Severe weather alert
What exactly are weather alerts?
You receive a warning when bad weather is expected where you live. These warnings are sent as push notifications to your smartphone. Every alert contains a number of tips to prevent weather-related damage and injury. Weather conditions that prompt such alerts include severe storms, thunderstorms, heavy rain or snowfall.
Data protection
1. If I choose to enter my mobile number privately in my smartphone’s settings (i.e. not in the app itself), will telephone-related features still work?
7. Is my data protected at the assistance helpline/VAB?
8. Will the assistance helpline/VAB pass on my data to any third parties? If so, which data?
10. Are the photos that I store in my `Album of photos of valuables´ stored securely?
Help
2. I need urgent assistance, but I can´t log in to look up the number.
Before logging in, select the menu icon and then 'Contact'. In this case, call the assistance helpline.
If you've broken down, select 'Breakdown'. We'll request your location and check your details. The app will then get your phone to automatically call the right number. Afterwards, the app sends details to KBC Brussels Assist over Wi-Fi or over the telephone network (e.g., 3G). When the roadside assistance service answers, they'll see the details you've sent through.
Yes, they're stored on a secure server at KBC Brussels and not separately on the device itself. You should therefore delete any photos from your smartphone's personal album if you don't want them stored on your smartphone.
You can call the KBC Brussels Helpdesk in this case. Before logging in, select the menu icon and opt for 'Contact'.