Question 1

I can't log in to the Customer area

Accepted Answer

There are two ways to log in to the Customer area:

With your contract number and the policyholder's postal code. We then send you a one-time access code, by text message to the mobile number recorded on your contract, or failing that by e-mail to the address it holds.
With a Google, Facebook or Microsoft account. On your first login that account is not linked to any contract: we ask you to add one using its number and postal code, confirming the access code you receive. Your contracts then stay available at every login.

The access code replaces the password: there is no account to create and no password to remember.
Do you have a problem logging in?

No code can be sent to you? Your record probably holds neither a mobile number nor an e-mail address: here is what to do.
If you have a Business contract, it is not possible to use the Customer area, but you can contact our services during office hours on 02 541 91 91.
If you have taken out an assistance or cancellation insurance through one of our partners, please take a look here.
If it's another problem, we will be happy to help you on 02 541 91 91.

Question 2

I have a contract with a Europ Assistance partner

Accepted Answer

Some products do not have access to the Customer area. This includes group contracts taken out by your employer or products from our partners for which we only provide assistance. Due to specific agreements with these partners, access to our platform is not available for these products. For any questions or assistance regarding these products, we invite you to contact the customer service of the respective partner directly.
This also applies to trips booked with our partners (such as Center Parcs, Voyage Privé, Vueling, Lastminute, Landal, etc.) which are not managed by Redion Belgium. For these bookings, please consult our FAQ section: FAQ, where you will find the necessary links to submit a reimbursement request.

Question 3

Can I insure a trip for cancellation if I have already booked it?

Accepted Answer

Yes, it is possible, as long as the date of purchase and the effective date of the cancellation insurance are at least 30 days before your departure date.If you are leaving within 30 days, we can also offer you a travel cancellation insurance, but the insurance must be subscribed on the day you book your trip.If you have any questions, we will be happy to help you at 02 541 91 91

Question 4

What is a travel certificate and how can I get it ?

Accepted Answer

A travel insurance certificate is a document proving that we cover your medical expenses and/or repatriation costs. This document is valid for the duration of your assistance contract.You can download it easily by going to our website and clicking on your customer area.This certificate is often compulsory when you apply for a visa in order to enter a specific country (it is required by countries such as Russia, Cuba, Algeria, Angola, etc.).Sometimes organisations offering travel or study abroad (Erasmus) also require this type of certificate.

Question 5

How can I apply for a refund ?

Accepted Answer

You have subscribed a travel assistance insurance and/or a travel cancellation insurance as a private individual directly with Redion Belgium or through one of our brokers (your contract number has 10 digits), and you wish to apply for a refund of medical costs, breakdown costs or the expenses of a cancelled trip ? Then you can enter your claim in your customer area.

If you are requesting cancellation of your trip for a medical reason, do not forget to ask your doctor to complete this document. 
If you wish to submit a request for reimbursement relating to a Redion Business contract or a contract linked to a Redion Belgium partner, please send your request to claims.be@redion.com
If you have subscribed an insurance policy with one of our partners (like an airline or a travel agency), please refer to specific instructions in the policy
or check this list.
Please always provide us with your bank account number and e-mail address when requesting a refund.

Question 6

How can I request roadside assistance digitally?

Accepted Answer

On the home page of the application, click on 'Request assistance'. This will activate a page that allows you to choose the type of assistance you need. In the case of roadside assistance, the management and follow-up of your request will be entirely digital. Thanks to your location, a nearby tow truck will be designated and sent to you. You can follow the progress of your request at any time in the 'Your files' section on the home page of the application.

Question 7

Whom can I contact if I need help?

Accepted Answer

You can contact Redion in case of emergency using this number +32 2 533 75 75.

How can you contact Redion (formerly Europ Assistance)?

I need assistance

My reimbursements

My contract

Other requests

Frequently asked questions

RESOURCES

COMPANY

ANY QUESTIONS?

Temporary travel insurance

Annual travel insurance

Cancellation insurance

Vehicle assistance

Home and family assistance

Business insurance