Refunds

When is the best time to make a travel insurance claim?

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.

How can I apply for a refund ?

You have subscribed a travel assistance insurance and/or a travel cancellation insurance as a private individual directly with Europ Assistance 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 Europ Assistance Business contract or a contract linked to a Europ Assistance Belgium partner, please send your request to claims@europ-assistance.be

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.

When applying for reimbursement of medical expenses, do I first have to contact my health insurance(mutuelle)?

Did you have medical expenses while travelling abroad ?

Europ Assistance will pay for your medical expenses abroad after your mutual insurance company (compulsory and supplementary health insurance) or any other health insurance company has intervened.

To this end, please first send these organisations proof of your expenses. Make photocopies beforehand.

After reimbursement (total or partial), you can send Europ Assistance the original statement and copies of the notes.

If you are refused assistance, send us the certificate of refusal and the original receipts for your expenses by post to the address :

Europ Assistance Belgium

Claims Department

Cantersteen 47

1000 Brussels

In the event of hospitalisation abroad, you must contact our assistance service as soon as possible.

In this case, we will pay the hospitalisation costs directly.

Please always provide us with your bank account number and e-mail address when requesting reimbursement.

What are the benefits of entering a claim through the Customer zone?

A claim submitted via the Customer Centre on our website is entirely electronic.

This enables us to manage the request more quickly and to give a reply or make a refund more quickly if your file is complete.

You can also submit a refund request via our application.

You show the symptoms of the Covid-19 disease or you are a carrier of the virus and you are abroad. Are you covered?

Covid-19 is covered in the same way as any other disease.

After testing positive, the person who has contracted Covid-19 is placed in quarantine with medical monitoring.

The patient must immediately contact Europ Assistance Belgium to open its medical file, via the traditional communication channels for assistance.

The medical assistance and the financial intervention of Europ Assistance Belgium will be carried out on the basis of the conditions of the contract, and in compliance with current health regulations.

The compensation is calculated after the intervention of the mutual insurance company and up to the maximum amount covered by the travel assistance contract.

What is the repayment period ?

The refund period from the moment you submit your claim through the Customer Zone (Espace Client), and provided the documents are correct and complete, is 1 to a maximum of 4 weeks.

Travel cancellation

Until how long before my departure I can cancel my trip ?

Cancellation may occur up to the time of your scheduled departure.

If the cause of the cancellation is an event covered in the contract, you will be reimbursed in accordance with the guarantees provided by your cancellation insurance.

Please note: the cancellation contract cannot be activated once the trip has begun.

Is there a deductible (franchise) in the cancellation insurance ?

No, there is no franchise.

We will reimburse you the price of the cancelled trip up to the maximum amount provided in the subscribed cancellation insurance.

Will Europ Assistance intervene if I want to cancel my trip because I and/or my travel companion have contracted Covid-19?

Yes.

Covid-19 is a disease. Based on a medical certificate (positive PCR test), the insured can invoke the covered event providing for the cancellation of the trip due to illness.

Your package holiday is cancelled by the tour operator

If the travel destination is in an area affected by the coronavirus epidemic and the journey takes place while the epidemic is in progress, the tour operator may cancel the journey.

He can suggest an equivalent alternative (e.g. a leisure voucher, a different destination or a different departure date). If you refuse the offered alternative, the tour operator must reimburse the customer.

Will Europ Assistance intervene if I want to cancel my trip after risk of Covid-19 infection or if my co-traveller is infected with Covid-19 and one of us has to stay in quarantine on the day of departure?

No, the insured person is not covered if the quarantine is motivated by the mere fact of having been in contact with a positive case (as long as his PCR test is negative).

However, if, following this contact, the insured person has a medical certificate mentioning a positive PCR test, he will be able to invoke the covered event that allows him to cancel his trip due to illness.

What steps should I take in case of trip cancellation ?

If you are in the situation where you need to cancel your trip or stay, please inform the travel agency or tour operator first, as they usually provide a cancellation procedure.

You must therefore first cancel your trip with the tour operator(s) (Tour Operator, airline company, hotel, etc.).

If you have booked online, most booking websites also provide an online cancellation option.

If you have not booked via a tour operator, you must take the necessary steps to cancel the booking and request a refund from the party concerned (e.g. holiday home owner).

You can then submit a file to our company with the necessary documents (cancellation request, cancellation invoice, initial booking invoice, document confirming the reason for cancellation, etc.).

General questions

When is the best time to make a travel insurance claim?

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.

Can I cover damage to a rental car?

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.

Is there an out of pocket (franchise) for the reimbursement of medical expenses?

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:

From which expenses can a refund be claimed ?

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.

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...).

Are business trips also covered in case of trip cancellation or baggage problems ?

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.

What should I do if I no longer have the purchase receipts for my personal property?

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.

Partners

Where do I submit a refund request for a booked trip with TUI?

TUI contracts are not managed by Europ Assistance Belgium but by Europ Assistance Irish Branch.

This is the link where you can submit your claim: https://claims.tui.be

Centerparcs (and Sunparks) contracts