What do you need to do when you are admitted to hospital?

What do you need to do when you are admitted to hospital?

You're probably keeping tabs on the latest developments regarding the coronavirus, just as we are. Hopefully you're still in good health and keeping safe.

Should you or one of your family members be admitted to hospital due to a corona infection or for some other reason, your hospitalisation insurance has you covered. Below are step-by-step instructions on what you need to do.

How can you declare your hospital admission to KBC?

  • In KBC Mobile and KBC Touch
  • Over the phone on 0800 90 068: every business day from 8 a.m. to noon and 1 p.m. to 5 p.m.

In KBC Mobile

  • Log in to KBC Mobile on your smartphone 
  • Tap 'More' and select 'Family'
  • Tap your hospitalisation insurance, select the Manage tab and start filing
  • You'll know immediately whether your expenses are covered

In KBC Touch

  • Log in to KBC Touch on your laptop or tablet
  • Go to 'Family'
  • Select your hospitalisation insurance and start filing your claim
  • You'll know immediately whether your expenses are covered

Ask Kate, your personal digital assistant in KBC Mobile, for your AssurCard number.

What do you need to do before you are admitted to hospital?

What do you need to do yourself?

You can submit your claim up to three months before your date of admission using KBC Mobile and KBC Touch (24/7) or by phoning the Hospitalisation call centre on 0800 90 068 (on business days between 8 a.m. to noon and 1 p.m. to 5 p.m.).

You will need the following information to make a declaration:

  • Your AssurCard number (only when making a declaration via the call centre)
  • The reason for your hospital admission (the condition being treated)
  • The name of the hospital
  • The admission date
  • Your choice of room: private room or shared room
  • The number of the account that the reimbursed costs should be paid into

You can declare the majority of hospital admissions on KBC Mobile or on KBC Touch: this includes childbirth, accidents, operations and the treatment of illnesses. The app looks up the correct condition by means of a search engine, similar to Google.

In a few specific cases it will not be possible to make a declaration on KBC Mobile or on KBC Touch and you will have to call us instead:

  • Hospitalisation abroad
  • Home birth
  • You cannot view your hospitalisation insurance on the app.

Outpatient expenses can only be declared over the phone. The costs of outpatient treatments are also reimbursed if the person in question has a serious illness, regardless of whether they are admitted to hospital. 

What are outpatient expenses?

Outpatient expenses are expenses for medical care that is provided when the patient is not hospitalised. This might include physiotherapy before and after a back operation. In cases of serious illness, it may also include the reimbursement of costs for the patient's many consultations and doctor's visits.

What should you look out for?

Sometimes doctors ask for an additional 'informed consent' document to be signed before the operation. What does this entail?

  • By signing the document, you accept the proposed treatment and any additional costs involved in the operation.
  • These additional costs are not always covered under your policy conditions.

You should always contact our Hospitalisation Claims Settlement department free of charge on 0800 90 068 before signing the document. This generally relates to costs for which no statutory compensation is provided, such as new technology (robotic surgery), cosmetic surgery, etc.

What does KBC do for you?

  • We immediately open a hospital admission file
  • When you make your declaration you will be informed immediately whether or not the admission is covered by your insurance
  • Your AssurCard will be activated immediately, if possible, and this will enable the third-party payment system
  • You will receive a confirmation of your admission containing your file number (which serves as your identifier)
  • You can view the confirmation on KBC Mobile or on KBC Touch under 'My claims'
  • When you make a declaration via the call centre you will receive a letter of confirmation
  • You should always mention your file number (identifier) whenever you contact us

What do you need to do during your hospital admission?

What do you need to do yourself?

  • What if you didn't make a declaration before your admission? If you forgot, or if it was an emergency admission, then you can also make a declaration while you are in hospital.  If you know the reason for your hospital admission then you can make a declaration on the KBC Mobile or on the KBC Touch app. If you don't know the reason then you should call the Hospitalisation call centre.
  • While you are being registered at the hospital, you should show your AssurCard to the member of staff at the admissions desk so that they can activate it. Do not use the kiosk to do this.
  • You need to sign an admission form when you are admitted to hospital. This document lists your choice of room, as well as information regarding rates and charges (room costs and/or supplementary fees).
  • Please note: this document is binding and your choice may have an impact on the reimbursement paid by KBC. Choosing a private room may result in you paying a higher deductible. For more information please call the Hospitalisation call centre free of charge on 0800 90 068.

What do you need to do after your hospital admission?

What do you need to do yourself?

Hospitalisation invoice

If you use the AssurCard, the hospital invoice will be sent directly to KBC Insurance. You may also receive a copy, which you will not need to pay.

If you do not have an AssurCard, the hospital invoice will be sent to your home. You may submit this to your health insurance fund for them to check it, but you will be personally responsible for paying the invoice. Once you have paid, send the invoice to KBC and state your file number (your identifier).  

Medical expenses: doctor's consultations, physiotherapy, lab results, etc.

You pay all medical expenses relating to your hospitalisation and incurred during the pre- and post-treatment period specified in your policy conditions. Be sure to keep all of your receipts for such expenses.

You should send these invoices (preferably all together) to KBC Insurance, Hospitalisation Claims Settlement department, R. Van Overstraetenplein 2, 3000 Leuven, Belgium or e-mail them to schade@kbc.be.

Remember to always mention your file number (your identifier).

Medical expenses: medication

Preferably use our new AssurPharma service for your pharmacy expenses.

How does AssurPharma work?

1. Once your hospital admission is confirmed you will receive a barcode.

  • You can find the barcode on KBC Mobile or on KBC Touch under 'My claims'.
  • If you made your declaration via the call centre, you will find your barcode in the letter of confirmation.

2. Show the barcode to your pharmacist.

  • The pharmacist will scan the barcode and send the proof of purchase directly to KBC Insurance through a secure line.
  • You pay for the medication yourself in the pharmacy, but with AssurPharma you no longer need to collect your pharmacy receipts and send them to us. KBC Insurance also receives the details of the expenses more quickly and will therefore reimburse them more promptly.

You can find more information on www.assurpharma.be

New baby

You can arrange for your newborn baby to be included in your hospitalisation insurance. If you do this within 60 days of their birth then you may not require medical acceptance. Get in touch with your insurance expert or your employer (if you have a hospitalisation contract with your employer) in order to make the necessary arrangements.

What does KBC do for you?

Do you use the AssurCard? If you do, then we pay the costs of the hospital invoice to the hospital. We will let you know about any non-insured costs on the invoice (e.g. telephone charges, beverages) and any deductible (the amount you need to pay yourself).

We will then deduct the non-insured costs and the deductible (if applicable) from the medical expenses you send us. If you don't use an AssurCard then we will also deduct the costs of the hospital invoice.

We will always send you a letter setting out the details of the calculation. If the balance is positive then we will transfer the money to your account. In the event of a negative balance you will need to transfer the money to us.

Any other questions?

Do you have any questions about hospitalisation insurance? Look for the answers in our frequently asked questions and glossary.

Insurance for hospitalisation and serious illnesses

Protect yourself and your family against the financial consequences of hospitalisation.
Insurance for hospitalisation and serious illnesses

Hospital admission declaration: FAQ

Do you have any questions about your hospital admission? You can find the answers here.
Hospital admission declaration: FAQ
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