Will my annual contract be renewed automatically?
A month and a half before the expiry date of your contract, we will send you an invitation to renew your policy. It will be up to you to decide whether or not to accept it.
What does "5 licences" mean? Is it about 5 people or 5 devices?
In a Safe & Connected assistance, you can register up to 5 devices for security and IT assistance.
By devices, we mean any device with a digital connection, data exchange or communication with an external network. (PC, laptop, tablet, scanner, printer, smartphone, webcam, television, and so on)
Can I protect more than 5 devices with Safe & Connected?
"Within a Safe & Connected assistance, there is indeed a limitation to 5 devices.
Of course, it is possible to subscribe to different contracts so that more than 5 devices can also be protected."
Do I get a confirmation of my contract renewal ?
After the renewal of your annual policy, we will not automatically send you a confirmation.
You can see at any time via your Customer area on our website, if your policy is still in renewal status or whether we have received the payment.
How can I cancel my contract?
To terminate your contract on its expiry date, the quickest way is to call us on 02 541 91 91. (During office hours)
You can also contact us at any time to check with you whether your assistance formula still corresponds to your needs and travel habits. You can call us on 02 541 91 91.
Do your services help only in case my device is hacked?
No, in all cases where you need help and/or support, you can contact our helpdesk.
Will I be automatically notified if there is a security risk with my computer, my tablet or my phone?
Yes, indeed.
Through our platform or through the app on your mobile device, you will receive a notification that there is a potential security risk with the device.
You can then contact our services so that we can guide you in any necessary action."
Within what timeframe will a specialist arrive on site?
We foresee a visit from our specialist within 48 hours of you contacting us at the latest.
We will of course do our best to be there as soon as possible.
Does the helpdesk also make use of the ability to remotely control my computer?
This is very much a possibility if it would be helpful in resolving the problem.
Of course, this is only done with your explicit consent at that time.
Is there a limit to the number of times I can call on the helpdesk?
No, you can contact us if needed.
As for our interventions at your home, a maximum of three one-hour physical visits are provided per year.
Can I use Safe & Connected even if my internet connection is disconnected?
Our helpdesk will not be able to restore that connection, nor will sending a technician on site solve this problem.
At that time, however, we can offer you an alternative workplace in your area where you can continue your activities.
How many sessions with the psychologist are reimbursed after a case of cyberbullying, for example?
In any case, our help in treatment will depend on the concrete situation.
In any case, we provide reimbursement for the first 5 one-hour sessions with the psychologist.
In case I wish to use a co-working space, can I choose the location myself?
Indeed. We make sure we can also offer a suitable place for co-working in your area. The choice of exactly where you will work is entirely up to you.
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.
Can I also use Safe & Connected when I am abroad?
All services whereby our helpdesk helps you remotely can indeed also be used when you are abroad.
The services in which we come on site to help you further, offer you an alternative workplace or temporarily provide you with a device are only available in Belgium.
Can I also use the helpdesk for my professional activities on my computer?
Yes, you certainly can.
While the Safe & Connected can only be subscribed by a physical person, you can of course also use our services for your professional activities on the protected device.
Can I also add the Safe & Connected as an option to my existing travel insurance?
The Safe & Connected is a specific assistance focused on computer security. As this is a specific application with other application modalities, we have chosen to always consider it as a separate assistance.
Can the Safe & Connected also be subscribed in my company's name?
The Safe & Connected can only be subscribed in the name of a physical person, but can of course be used for your professional activities.
