Customer area

To protect your Customer area, we verify your identity by sending you a one-time access code. That code is sent by text message to the mobile number recorded on your contract, or failing that by e-mail to the address it holds.

If your record contains neither a mobile number nor an e-mail address, we cannot verify your identity online, so logging in is not possible. This is not a fault: it is a security measure.

How to resolve it

• Contact your broker: they can complete your customer record.

• Or call Redion assistance on +32 (0)2 541 91 91, Monday to Friday from 8.30 am to 5 pm.

As soon as a mobile number is on your record, you can log in and the code will reach you by text message.

Please note: if you log in with the code received by e-mail, we will ask you to register a mobile number as soon as you enter the Customer area. This is normal: that number secures your next logins, which will then use text messages.

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.

Contract activation

Once you have subscribed, your contract is immediately activated in your Customer area. You can log in to your Customer area right after your purchase, to consult and manage your contract without delay. Any changes you may request will take effect the day after your request.

Creating a customer account

However, subscribing to a contract does not automatically create a customer account. The e-mail address provided at the time of subscription does not give direct access to the Customer area. To benefit from this connection option, you must first create a customer account with the e-mail address and password of your choice in the Customer Centre, then link your contract to this account.

Access to the Customer area

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.

The Customer area offers a variety of features designed to simplify the management of contracts. Here are the main features:

1. Contract management:
- Viewing contracts
- Contract status: valid, expired, in renewal, or open invoice
- Summary of coverages and an overview of beneficiaries/vehicles under the contract
- Ability to pay open invoices (due to renewal/modification of the contract) directly from the Customer area

2. Modification of contracts:
- Modify, add, or remove beneficiaries or vehicles

3. Assistance cases and reimbursements:
- History of the assistance and reimbursement cases
- Request reimbursements for a new cases or an existing case, with the possibility to attach supporting documents
- Track the status of reimbursement cases

4. Personal information:
- View or modify personal information (contact details and bank information)

5. Communication preferences:
- Send contractual information by email or by post
- Consent to receive newsletters

6. Documents and certificates:
- Download travel insurance certificates
- Download documents related to contracts: duplicate contract, General Conditions, IPID form, Needs Analysis

7. Other services:
- Access our app on the Apple Store, Google Play, or direct link for immediate assistance
- Add the digital client card to Apple Wallet and Google Wallet
- Access the FAQ
- Access the contact page

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.