We are committed to providing our customers with the best possible service. We understand that making a claim is sometimes a complicated or stressful experience for our clients. In general, it is best to submit a claim for compensation as soon as possible after the incident. You will thus be assured that your request will be analysed and processed quickly. You can submit a request for reimbursement by accessing the Customer Area of ​​the site https://europ-assistance.be or via our application.

However, if you are unsure whether you need to submit a claim, you can always contact our customer service team for advice. Contact us here.

When you return your hire car, the hire company may discover material damage to the car you have hired. In this case, the hire company's insurance will cover the damage, with the exception of the franchise (which remains to be paid by the hirer).

Our annual VIP assistance includes a Car Damage Waiver (CDW). It reimburses the franchise that you owe or would have to pay in the event of damage to the rented vehicle (for example, following an accident).

Our insurance includes reimbursement up to a maximum of €2,000.

In travel assistance, an "out of pocket" (franchise) is indeed applied to the reimbursement of medical expenses incurred abroad.

The amount depends on the chosen assistance formula.

Below you find an overview of our current annual products:

For a new declaration :

Depending on the type of subscribed contract and its applicable options :
- the medical expenses, after the Health insurance fund intervention (Mutuelle),

- the towing costs,

- the locksmith fees,

- the damage costs to the rented vehicle (CDW warranty),

- the luggage costs (luggage insurance),

- the trip cancellation before departure (cancellation insurance),

- the trip change before departure (cancellation insurance),

- the trip interruption after departure.

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As part of your assistance file :

All guaranteed costs related to your assistance file (medical costs, transport costs, towing costs, hotel costs, telephone costs with our company, etc...).

It all depends on the type of insurance you have subscribed.

Here's an overview: 

Annual NoGo cancellation insurance: business trips covered as an option

Temporary NoGo cancellation insurance: business trips covered

Temporary travel assistance contracts: business trips covered

VIP contracts: business trips covered

Smart, Sport or Light contracts (with or without options): business trips not covered

We also offer specific business insurance policies to cover business travel. Please do not hesitate to contact us during office hours on 02 541 91 91 if you have any questions.

We understand that not everyone keeps all purchase receipts and invoices.  A proof of purchase can be an invoice, as well as a receipt, an account statement or a credit card statement.

Many shops work with a loyalty card. In that case, you can request a printout of the purchase from a shop, even if the purchase was made several years ago.

You must prove by any means at your disposal and with all documents at your disposal the existence and value of the goods at the time of the damage, as well as the importance and extent of the damage in case of total or partial destruction.

Certain luggage-related services are covered.

For example, we can send you, at our own expense, a replacement suitcase (made up by a person staying in Belgium) if your luggage is lost or stolen on the spot.

However, luggage is not automatically covered against theft or loss.

This type of insurance can be taken out as an option in all our annual contracts.

The option covers: theft, loss or delay of baggage.

This cover is not available in our temporary contracts.

No.

You will not be covered if the quarantine is prompted by the mere fact that you have been in contact with a positive case (as long as the PCR test is negative).

Yes.

On the other hand, if you have contracted Covid-19 (positive PCR test), the quarantine period will be covered. You will then have to be able to provide us with a medical certificate.

You must provide us with purchase invoices for stolen, lost or damaged luggage and items.

Theft

In case of theft, you must immediately lodge a complaint with the local authorities at the place of theft (police, transport company, purser, etc.), have an official report drawn up and the traces of burglary established. These supporting documents must be handed over to us.

Loss by a carrier

Send us the documents issued by the carrier (sea, air, rail or road transport) when your luggage or objects were lost while under its legal control. Require a statement and certificate of definite loss and keep all transport documents. Forward us the necessary supporting documents.

Damaged luggage

For partial damage to your luggage and personal belongings, send us the invoice of the repair or a certificate of non-repair.

We insure your luggage, personal items and belongings you take with you on your trip against:

- theft

- total or partial damage caused by third parties and/or accident

- loss during transport by a transport company

The Luggage Insurance option in the annual Sport and VIP contracts covers also:
- luggage, sports equipment and personal effects in the event of theft, loss or damage during transport,
- reimbursement of hire costs following breakage of skis or snowboards.

Yes.

Travel insurance covers visits to a person hospitalised abroad for more than 5 days (or shorter in certain contracts or if the person is a child under 18).

No.

A visit to a non-hospitalised person in quarantine is not covered (and is not recommended for health reasons).

A contribution to the cost of extending the stay at the hotel only applies if this extension is imposed on the sick person by doctor's order (positive PCR test). The intervention amounts to a maximum of EUR 500 per sick person and applies if the sick person cannot return to Belgium on the originally scheduled date.

Yes.

Travel assistance contracts cover the cost of PCR tests to the extent that they are an integral part of a medical assistance benefit (early return for medical reasons or medical repatriation).

No.

PCR tests are not reimbursed in travel cancellation policies because they are considered pre-departure medical consultations.