Europ Assistance FAQ - Questions générales: autre assistance

How to take out travel insurance?

Taking out a travel insurance policy is very easy. Just visit our website, fill out an online form or contact our customer service. You can also take out travel insurance through your insurance broker. There are different types of travel insurance, such as annual travel insurance covering all your trips for the year or temporary travel insurance for a single trip. If you are travelling for business, it is also important to take out adequate insurance.

Is there an app I can use for car insurance?

Europ Assistance offers an application that allows its customers to request assistance and manage their contract(s). The app includes features such as vehicle location tracking, roadside assistance and claims management. The Europ Assistance app is available for iOS and Android devices, you can download it here for free. Watch our explanatory videos to discover how it works: https://www.youtube.com/watch?v=A5RjJzd5qeY https://www.youtube.com/watch?v=k_dwLHY8p3c

Can I subscribe to roadside assistance online?

You can take out and manage all your Europ Assistance insurance contracts by creating an account on our website and logging into your customer area.

I've bought a new car. Do I have to change my policy?

If you keep the same license plate, you don't have to take any action at all. Only if the license plate changes, it will have to be changed in your policy.

You can do this directly through your customer area, or you can call us on 02 541 91 91 during the working hours.

I can only see one policy in the cutomer area

You can log in to the customer area with your contract number. There is currently no automatic link between your different contracts (if you have reveral). Therefore, if you want to consult another contract (travel assistance, cancellation insurance, ...) or make changes, you will have to log in a second time with the other contract number.

If it only concerns a change of address, one change in one contracts will do.

We are also happy to help you at 02 541 91 91 during office hours.

Is my breakdown assistance starting at my doorstep ?

Breakdown assistance is available from your home.

However, there is a specific product (the "Annual with vehicle" contract) which only intervenes from a distance of 10km from your home (in the event of an accident, there is no limitation).

Please contact us on 02 541 91 91 if you would like us to adapt your contract.

I can't log in to the Customer area

There are three options to log into the Customer area:

- Login with your contract number: For quick access to your contract without needing to create an account.
- Login with your email address: You can create a Europ Assistance account using your email address.
- Login via a third party: You can also log in using external services like Google, Facebook, or Microsoft.

For more details on these login options, we recommend checking the tutorial.

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.

Do our customers receive a client assistance card ?

The physical customer card, in the format of a bank card, is no longer sent to our customers who subscribe to an annual contract.

However, there is a digital alternative that offers many advantages.

The digital card in your Wallet

You can download a digital version of your Europ Assistance customer card into your Wallet. This will enable you to have it at hand in your smartphone at all times.

You'll be able to :

- Find information about your contract (contract number, validity dates, the name of your product and that of the beneficiaries covered by your contract, as well as

the license plate if applicable.

- Find easily the information allowing you to contact us directly if you need immediate assistance or if you have an administrative question.

- Access your Customer Area, to view/modify your contract details or request a refund.

How do I install my digital customer card?

Downloading the customer card is quick, easy and free. Just go to your Customer Area on our website and click on the "Add to Wallet" button available for each contract.

Your digital customer card will then be available on your smartphone in the Google Wallet or Apple Wallet application. If you have several Europ Assistance contracts,

you must download a digital card for each contract.

How do I choose my cover if I travel to several countries ?

If you are travelling to several countries and want to benefit from a temporary assistance, you must indicate the furthest destination when you subscribe the contract.

Your cover is defined by zone (Europe or World).

- If your chosen destination is in Europe, you will be covered throughout Europe.

Pease note : For journeys to France in combination with another country (excluding Belgium), you must select the other destination, not France. (The premium for a trip to France is lower than for the other European countries.)

- If your chosen destination is outside Europe, you will be covered thoughout the World zone.

For annual contracts, the geographical cover is defined by the contract you have subscribed (European cover of World cover).

Tip: Depending on your destination, the number of travellers and the length of your trip, it may be more economical for you to opt for annual travel assistance. We will be happy to give you personal advice on 02 541 91 91.

I have a contract with a Europ Assistance partner

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 Europ Assistance Belgium. For these bookings, please consult our FAQ section: FAQ, where you will find the necessary links to submit a reimbursement request.

Is it possible to cover a vehicle with a commercial number plate?

Europ Assistance does not cover new commercial number plates ("Z-plates").

Only some older contracts containing this clause cover commercial number plates. (We are happy to help you with all your questions on 02 541 91 91)

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

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

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

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.

Is it possible to acquire a travel certificate for one single traveller ?

When you download a certificate via your Customer Centre, you will automatically receive a certificate for each beneficiary named in the policy.

Please note that the document you download consists of several pages if the policy covers several beneficiaries.

For more information, contact our Customer Service on 02 541 91 91 or send an e-mail to admin@europ-assistance.be.

Don't forget to have the addresses of all the beneficiaries.

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

Can I pay my annual insurance fee through direct debit?

Yes, this is possible.
Simply contact our Customer Service Department on 02 541 91 91

We will then provide you with the document enabling us to arrange the renewal directly through your banking institution.

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.

Centerparcs (and Sunparks) contracts

This contract is not managed by Europ Assistance Belgium but by Europ Assistance Irish Branch.
Below, we give you the useful links to submit your requests:

Application for reimbursement:

https://centerparcs.eclaims.europ-assistance.com/home

E-mail:

claimscenterparcs@roleurop.com

If you need assistance or if you have a question regarding a claim:

Do you have a complaint?

Fast assistance

Autre Assistance

This contract is not managed by Europ Assistance Belgium but by Europ Assistance Irish Branch. Below, we give you the useful links to submit your requests:

Application for reimbursement:

E-mail:

If you need assistance or if you have a question regarding a claim:

To manage your travel Assistance / Cancellation insurance

Telephone for your flight management

A refund request (as a result of a covered event in your insurance)

Follow-up on a claims file

Application for Refund

Do you have a complaint?

Refund request:

You need assistance in ...

Do you have a complaint?

Application for Refund

Need assistance?

Do you have a complaint?

Application for Refund

Do you have a complaint?

Application for Refund

Do you need assistance?

Do you need assistance?

Application for Refund

Do you need assistance?

Do you have a complaint?

Application for Refund

Do you need assistance?

Do you have a complaint?

Application for Refund

Do you need assistance?

Do you have a complaint?

Application for Refund

Need assistance?

Do you have a complaint?

Application for Refund

Do you need assistance?

Do you have a complaint?

Application for Refund

Do you need assistance?

Do you have a complaint?

Temporary travel insurance

Annual travel Insurance

House and family assistance

Roadside Assistance

Cancellation insurance

Business

This contract is not managed by Europ Assistance Belgium but by Europ Assistance Irish Branch.
Below, we give you the useful links to submit your requests: