Launch of the Redion brand

Why is Europ Assistance changing its name to Redion?

The name change from Europ Assistance to Redion reflects a global strategy aligned with customers who live, travel, and move across borders, and expect seamless, consistent and integrated support worldwide.

The new brand, Redion, unifies insurance, assistance, and related services under a single global identity, delivering a more integrated and cohesive customer experience.

Why is the brand name changing now, while Europ Assistance is already well-established and widely recognized?

The name change from Europ Assistance to Redion reflects a global strategy aligned with customers who live, travel, and move across borders, and expect seamless, consistent and integrated care support worldwide.

The new brand, Redion, unifies insurance, assistance, and related services under a single global identity worldwide, delivering a more integrated and cohesive customer experience.

Does the Europ Assistance name change to Redion entail any modifications to existing contracts or services?

This is a brand and legal name change from Europ Assistance to Redion.

Products, services, contracts and operations remain unchanged.

What will happen between the announcement and the effective change of name to Redion?

Between the announcement and the effective name change from Europ Assistance to Redion, there will be a transition period. During this time, both brand names may coexist, and you may see either Europ Assistance or Redion in communications and official documents.

We will communicate regularly throughout this period to keep you informed and ensure a smooth transition.

Importantly, nothing changes for you operationally: your policy number remains the same, and your existing contract stays fully valid and enforceable.

What will change for customers with the new Redion brand?

There will be no operational changes. Customers will continue to receive the same services, now delivered through a more unified and flexible experience under a single global brand, Redion.

Will emergency phone numbers and contact channels change with the new name, Redion?

The same emergency numbers and contact points remain unchanged following the name change from Europ Assistance to Redion, and nothing changes operationally, meaning customers can continue to access services exactly as before, worldwide.

App

I can't download the app

To download our Europ Assistance app, follow these simple steps:

On iOS

Directly via this link or in the App Store:
- Open the App Store on your iOS device.
- Search for "Europ Assistance Belgium" in the search bar.
- Tap on the "Install" button next to our app.
- Follow the on-screen instructions to download and install the app.

On Android

Directly via this link or in the Google Play Store:
- Open the Google Play Store on your Android device.
- Search for "Europ Assistance Belgium" in the search bar.
- Tap on "Install" to begin downloading and installing the app.

Download Issues:
- If you encounter difficulties downloading the app, ensure you have a stable internet connection and sufficient storage space available on your device.
- Also, verify that your device is compatible with our app by checking the requirements on the App Store or Google Play Store download page.
- If issues persist, restart your device or contact our customer service at +32 (0)2 541 91 91 (Monday to Friday, from 8:30 AM to 5:00 PM).

What are the features of the app?

All our services are centralized in the app:

1. Assistance requests

Roadside assistance
Medical assistance
Assistance at home

2. 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) via the app

3. Modification of contracts:

Modify, add, or remove beneficiaries or vehicles
Modify coverages

4. Assistance cases and reimbursements:

Follow ongoing assistance cases
History of the assistance and reimbursement cases
Request reimbursements for a new case or an existing case, with the possibility to attach supporting documents
Track the status of reimbursement cases

5. Personal information:

View or modify personal information (contact details and bank information)

6. Communication preferences:

Send contractual information by email or by post
Consent to receive newsletters

7. Documents and certificates:

Download travel insurance certificates
Download documents related to contracts: duplicate contract, General Conditions, IPID form, Needs Analysis

The different options to login into the app

The login options available in our app are the same as those in the Customer area on our website:

- Login with your email address: You can create a Europ Assistance account using your email address.
- Login with your contract number: For quick access to your contract without needing to create an account.
- 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 on logging into the Customer area.

Customer area

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.

Contract activation and account creation in the Customer area

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.

What are the features of the Europ Assistance Customer Area?

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

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.

Contract

What is travel insurance?

Travel insurance is an insurance contract that covers you in the event of illness or accident that may occur during your trip. Travel insurance comes in several forms. Apart from the basic cover which covers your unexpected medical expenses or covers any medical repatriation, the insurance also covers your luggage in the event of loss or theft or reimburses your trip in the event of cancellation, or cover your vehicle in the event of a breakdown or accident. The imponderables are part of everyday life, if you have to return home earlier than expected following a personal problem such as the death of a loved one or an incident at home, you are covered. There are different travel insurance policy formulas, so it is important to compare them before taking out, in order to be sure to choose the formula that best suits your needs. You can take out travel insurance through an insurance broker or online through the Europ Assistance website. Europ Assistance specialises in travel insurance and allows you to choose more comprehensive and extensive coverage than other insurers. To find out more about our options, click here.

What does travel insurance cover?

The basic coverage of travel insurance includes, among other things: Medical assistance, reimbursement of medical expenses, medical repatriation Early returns in case of problems at home The organisation of the visit to the traveller hospitalised abroad Financial compensation for the days you had to spend abroad in the event of an early return Baggage insurance in the event of loss or damage to baggage (Optional) Trip cancellation insurance (Optional) Assistance for your vehicle in the event of a breakdown or accident (Optional) … You can count on the help of Europ Assistance 24 hours a day, 7 days a week. Find the best plan that suits your travel needs.

Why take out travel insurance?

While travelling, unexpected things can happen. Even if it is not pleasant to consider it, certain risks can hinder your plans or your stay: illness, hospitalisation (while travelling or of a loved one back home), death, medical repatriation, search or rescue costs, loss of your travel documents, early return due to a family event, loss of luggage, etc. Travel insurance gives you peace of mind by providing assistance and financial protection to deal with these events. Before taking out travel insurance, it is important to carefully read the General Conditions of the contract to find out what is covered and what is not. You should also consider the country of destination and the activities you plan to do, in order to choose the most appropriate cover. Europ Assistance offers you several travel insurance formulas, which can be personalised according to your needs.

Why take out travel cancellation insurance?

Cancellation insurance is a protection that allows travellers to be reimbursed in the event of cancellation of their trip. It is often included in organised trips, but can also be taken out separately. The conditions vary according to the insurers, but in general, the cancellation insurance covers cases of force majeure such as illness, accident or death. Most cancellation insurance covers a specific trip and cannot be invoked for cancellations made a few days before departure. It is important to check the General Conditions of the insurance before taking it out in order to know how long before the start of the trip it is applicable and to know the events covered. Europ Assistance has created the NoGo cancellation insurance which, depending on the type of contract chosen, covers all your trips for an entire year or a specific trip.

Is travel insurance the same as international insurance?

Travel insurance and international insurance are not the same thing. Travel insurance is a type of insurance that covers you while you are travelling. It can cover things like lost luggage, travel delays, and medical emergencies. International insurance, on the other hand, is a type of insurance that covers you when you live abroad. It can cover things like medical expenses, property damage, and travel accidents. So if you plan to travel abroad, make sure you have travel insurance, not international insurance. Our insurance packages cover both Europe and the world, so you can be sure that wherever your travels take you, we have you covered.

What is not covered by travel insurance?

When purchasing travel insurance, it is important to know what is covered and what is not. Some contracts only cover unforeseen medical expenses, while others also cover lost luggage or trip cancellation. It is sometimes also possible to cover the vehicle when travelling within Europe. Some costs are never covered by travel insurance. For example, Europ Assistance does not cover costs related to pregnancy, pre-existing medical conditions or elective surgery. The assistance contract also does not cover costs incurred as a result of illegal activity or alcohol abuse. It is important to know the coverage of your contract in order to be sure that you have the best protection. Check our website to find out what coverage our contracts cover.

Europ Assistance

What is good travel insurance?

Good travel insurance has a few characteristics. - First of all, you must make sure that the company is professional, reliable and that it has an international network which allows it to intervene 24 hours a day. There's no point in buying insurance from a company that won't be there when you need it. - Second, the insurance company must be able to offer you a policy that covers your specific needs. Travel insurance policies can vary widely in terms of coverage, so it's important to find the one that's right for you. - Finally, you need to make sure the company responds quickly and is trustworthy. When you're faced with an emergency, you don't want to have to wait days or weeks for your claims to be processed. These different elements allow you to find a travel insurance policy that will protect you on your next trip. In any case, Europ Assistance meets all these criteria.

Is it possible to take out insurance with Europ Assistance for non Belgian residents?

No, we only cover people who are Belgian residents and who live in Belgium most of the time.

A foreign person travelling to Europe can be insured with a Schengen travel insurance. The Europ Assistance Group offers this insurance through this site: schengen.europ-assistance.com

Where can I find the Europ Assistance smartphone application?

Europ Assistance's mobile app allows you to obtain fast and efficient assistance, whether it is for your vehicle breakdown, a medical problem or for your home.

But it also allows you, among other things :

- To access your contracts

- To access and manage your personal data

- To submit and follow up a claim

- To retrieve emergency information (emergency numbers and medical providers) from your location anywhere in the world.

To access our app and/or get immediate assistance easily, without having to install it on your smartphone, you can click on the button below:

Of course, you can also download our app via the App Store or Google play via the buttons below. Up to you!

Feel free to check out our blog post for even more info about our app: https://blog.europ-assistance.be/app-mobile-pour-probleme-technique-ou-medical

What is the postal address of Europ Assistance Belgium?

Our postal address is :

Europ Assistance Belgium

Cantersteen 47

1000 Brussels

Does Europ Assistance also operate outside Europe?

Yes, we operate worldwide (except for excluded regions and countries).

Check the geographical cover of your policy in its General Terms and Conditions.

Does Europ Assistance also offer bicycle assistance ?

Yes we do. For bicycles, we can offer you Bike assistance, a fully-fledged assistance formula for you and your (electric) bicycle.

If you choose the Mobility option in our annual travel assistance formulas, all beneficiaries in the contract are automatically insured for bicycle assistance in Belgium (and up to 30 km across the border).

Such assistance is also available for other light vehicles such as an electric bike, a pedelec, a scooter, a moped (less than 125cc), a hoverboard.

For motorised vehicles over 125cc, we offer the Motorbike assistance.

Medical assistance

What does travel sickness insurance cover?

Many people do not realise that their health insurance or health insurance coverage may not cover them (fully) when travelling outside their home country or travelling to distant countries. Travel assistance contracts are designed to cover this type of unforeseen medical expense. This may include emergency medical care, medical transfer, or even repatriation for you and those travelling with you. When choosing a travel assistance contract, it is important to consider the length of your trip, the countries visited and any pre-existing medical conditions. Some types of contracts cover adventure activities such as hiking and skiing, as well as search and rescue costs. More details on the Sport travel insurance here.

Does travel insurance cover me if I catch Covid?

Europ Assistance travel assistance contracts cover travellers for issues related to Covid-19. In the event of a positive Covid-19 diagnosis during your trip, Europ Assistance will cover your medical expenses up to the amount provided for in your contract. If you need to extend your stay to receive treatment, Europ Assistance will cover the cost of your accommodation up to a certain amount.

What is the difference between travel assistance and travel sickness insurance?

Travel assistance contracts usually have two components: assistance benefits during the trip and insurance and assistance in the event of illness or accident. If the travel assistance covers you against certain hassles during the trip (e.g. loss of travel documents, loss of money, sending of a spare suitcase, etc.), the insurance in the event of illness is designed to protect you against costs of any medical treatment you may need during your trip. Often health insurance is required if you are travelling to another country. The best way to get both travel assistance and health insurance is through a company like Europ Assistance. If the country of destination requires proof of insurance, we can issue it to you. We offer a variety of plans that can be customised to meet your needs, whether you are travelling for business or pleasure. When choosing travel insurance, it's important to consider the type of coverage you need and the countries you'll be visiting. See our options here.

What is a travel accident?

Travel accidents are events that can happen anytime you are on the go. For example, they can be caused by a car accident, a fall down the stairs, a mishap during a hike or a bad slip at the edge of a swimming pool... Travel accidents can also occur when practising winter sports, such as skiing or snowboarding. If you are injured while travelling, it is important to know what your medical insurance covers and how it can help you and your travel companions. Some travel insurance does not cover winter sports, so if you do this type of activity, be sure to check the coverage before you go.

I'm pregnant. What does that mean for my travel assistance?

Are you travelling by plane? For any air travel from the 28th week of pregnancy onwards, you must have a written approval from your doctor/gynaecologist confirmed by the airline doctor.

Any pregnancy complication is covered by us. A birth (including premature) is not a complication and therefore not covered.

A baby born during your travel abroad is covered only from his/her arrival in Belgium. You must then take the necessary steps to have the baby included as an additional insured.

Are pre-existing illnesses covered ?

A pre-existing illness or pre-existing medical condition refers to a medical condition known at the time of purchase or at the time the travel insurance or the cancellation insurance comes into effect.

Travel assistance contract

Pre-existing illnesses are only covered if they have been stabilized for "a certain time" at the moment of departure. In other words, the illness is only covered if no relapse or aggravation is foreseeable during the stay or if no new treatment is necessary.

The final acceptance of the file will be left to the discretion of our medical team on the basis of a medical report.

Cancellation insurance

In our cancellation insurance, pre-existing or chronic illness are covered as long as the attending doctor certifies that the person was medically fit to travel at the time of booking of the trip and subscription of the insurance, and that the person is no longer medically fit to travel at the time of departure.

Pre-existing advanced or terminal illnesses of persons who are not insured by the contract at the time of the booking of the trip or at the time that the insurance is subscribed, are excluded.

Support

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.

General questions

Temporary travel insurance

Annual travel Insurance

House and family assistance

Roadside Assistance

Cancellation insurance

Business

Fast assistance

General questions

Launch of the Redion brand

App

Customer area

Contract

Europ Assistance

Medical assistance

Cancellation insurance

Support

Temporary travel insurance

Annual travel Insurance

House and family assistance

Roadside Assistance

Cancellation insurance

Business