Coronavirus: frequently asked questions

Coronavirus: frequently asked questions

Important: We’ll be regularly updating this page, so keep checking back for our latest updates.

31 March update: Belgium’s federal Minister of Finance and financial industry regulator Febelfin have drawn up repayment holiday schemes for those having difficulties repaying their mortgages or business loans.

Coronavirus (Covid-19) is spreading at an increasingly fast rate. We’re doing all we can to help and protect our customers and staff in this rapidly changing situation. That includes appointment-only access to our branches and insurance agencies for now and staying available to you by phone and online. Like many of our customers, you may understandably have questions about banking and insurance with us during the pandemic.

That’s why we’ve put together a list of frequently asked questions to keep you as well informed as possible during this exceptional situation.

Got a specific question and can’t find the answer in our list? Just e-mail it to us at corona@kbc.be and we’ll help you to the very best of our ability.

See the Belgian federal public health authorities website for more general information on the coronavirus.

Quick links

Using our services

Do I still have access to my branch/insurance agency and when are they open?

Our branches and insurance agencies are only open by appointment until further notice. Feel free to call your KBC branch (on their general number) or insurance agent.

Can I contact KBC Live and when are they open?

Contact our KBC Live experts using our KBC Mobile app or call them on 078 353 137 (weekdays from 8 a.m. to 10 p.m. – Saturdays from 9 a.m. to 5 p.m.) for more help.

Payments

Can I manage my banking and insurance remotely?

You can do all your key banking and insurance business with us online on your phone, tablet or computer using our KBC Mobile and KBC Touch apps.

That means it’s easy to manage your everyday banking and insurance with us without leaving your home, especially if you’re self-isolating. See our guides to learn more.

How do I install KBC Mobile?

Go to Google Play or Apple’s App Store on your phone and install the app (just follow the instructions on your phone).

See our installation guide and demo.

How do I install KBC Touch?

You can use KBC Touch on your computer or tablet. See our guide to logging in to KBC Touch.

How do I transfer money?

KBC Mobile:

  1. Log in to KBC Mobile on your phone and tap the blue circle with the two arrows at the bottom right
  2. Choose the type of transfer you want to make: to another account or to one of your own
  3. Tap another account to make a cross-border transfer and select the account to be debited
  4. Enter the beneficiary’s details or – for a foreign account – tap the flag next to the account number
  5. Enter the amount, execution date and reference, then tap ‘Continue’
  6. Check the details of your transfer are correct and tap ‘Confirm’ to sign it using your PIN
  7. The transfer will be scheduled for a later date or be carried out if you are making immediate payment

KBC Touch:

  1. Log in to KBC Touch on your PC or tablet
  2. Tap or click ‘Transfer’ in the menu at the top right of the screen
  3. Choose between a ‘SEPA Credit Transfer’ and an ‘International transfer’ (a domestic transfer falls under ‘SEPA Credit Transfer’)
  4. Fill in the various fields
  5. Hit ‘Sign’ at the bottom
  6. Enter your PIN
  7. Your transfer will be made

How do I pay a friend?

See ‘How do I make a transfer?’ and follow the guide there.

How do I pay online?

Most websites let you pay by

  • Maestro or Bancontact
  • Mastercard or Visa
  • KBC Payment Button

See our guide to paying online.

How do I get account statements using KBC Touch?

KBC Touch gives you access to your account statements for three months, during which time you can view, download, save and/or print them. Even if you’ve already read them, they still remain available there for three months. You don’t get notified when new statements become available.

Print a guide

  • Getting account statements using KBC Touch

How do I change my debit card limits using KBC Touch?

You can set how much you can spend or withdraw with your debit card per day or per week. See how:

  1. Go to ‘Payments’ in KBC Touch and tap or click ‘... More’ at the top right
  2. Select ‘Debit cards’
  3. Select the debit card whose limits you want to change
  4. Open the ‘Manage’ tab
  5. Tap or click ‘Available amount for cash withdrawals in euro’ and/or ‘You can still transfer’
  6. Set your limits
  7. Hit ‘Save’
  8. Sign using your PIN

What are the limits for my debit card?

Standard limits

  Adults Minors
Daily limit for cash withdrawals* 650 euros 120 euros
Weekly limit for cash withdrawals 2 500 euros 900 euros
Weekly limit for payments 2 500 euros 900 euros

Maximum limits

  Adults Minors
Daily limit for cash withdrawals 2 500 euros 500 euros
Weekly limit for cash withdrawals 10 000 euros 5 000 euros
Weekly limit for payments 10 000 euros 2 500 euros
PIN-less payments*

25 euros per purchase

50 euros per parking session

25 euros per purchase

If you make several purchases one after the other at a payment terminal that hasn’t got a number keypad (vending machines or car park ticket machines) and they add up to 50 euros or more, you then have to pay using your PIN or enter your PIN at an ATM before you can make another PIN-less payment.

Can I still pay by cash?

While the Belgian federal public health authorities say that cash payments don’t pose a risk in that cash does not transmit the virus, they do encourage paying electronically to respect social distancing rules.

Can I still make cash withdrawals at KBC branches?

You can still use the ATMs in the self-service lobbies at our branches, though bear in mind that they’re closed at night. Use our branch finder to see our nearby ATMs and opening hours.

Can I deposit cash or do I need an appointment to do so?

Some of our ATMs let you make cash deposits. If this feature isn’t available, get in touch with your KBC branch (by phone or e-mail), your usual contact or KBC Live for more help.

Can I still use KBC ATMs to make transfers or get statements, or do I need to make an appointment to do so?

You don’t have to make an appointment for this. You can still use the ATMs in the self-service lobbies at our branches, though bear in mind that they’re closed at night. Use our branch finder to see our nearby ATMs and opening hours.

Can I hand over my paper transfer forms at KBC branches and, if so, do I need to make an appointment?

Given the present situation, you can’t just go into a branch and hand over your transfer forms at the counter. If you want to hand over paper transfer forms or indeed collect new forms you’ve ordered, you’ll need to make an appointment.

Can I temporarily or permanently raise the limit for PIN-less contactless payments?

No, you can’t at the moment. We’re hearing this question more and more though, so we and our partners are looking into what can be done in the future. The current limits continue to apply for the time being.

Learn more about paying by contactless.

Can I still pay by cash?

While the Belgian federal public health authorities say that cash payments do not pose a risk in that cash does not transmit the virus, they do encourage paying electronically to respect social distancing rules.

Can I still make cash withdrawals at KBC branches?

You can still use the ATMs in the self-service lobbies at our branches, though bear in mind that they’re closed at night. Use our branch finder to see our nearby ATMs and opening hours.

Can I deposit cash or do I need an appointment to do so?

Some of our ATMs let you make cash deposits. If this feature isn’t available, get in touch with your KBC branch (by phone or e-mail), your usual contact or KBC Live for more help.

Can I still use KBC ATMs to make transfers or get statements, or do I need to make an appointment to do so?

You don’t have to make an appointment for this. You can still use the ATMs in the self-service lobbies at our branches, though bear in mind that they’re closed at night. Use our branch finder to see our nearby ATMs and opening hours.

Can I hand over my paper transfer forms at KBC branches and, if so, do I need to make an appointment?

Given the present situation, you can’t just go into a branch and hand over your transfer forms at the counter. If you want to hand over paper transfer forms or indeed collect new forms you’ve ordered, you’ll need to make an appointment.

Loans

Belgium’s federal Minister of Finance and financial industry regulator Febelfin have drawn up repayment holiday schemes for those having difficulties repaying their mortgages or business loans.

The coronavirus crisis is having a severe impact on Belgium’s economy and that’s putting financial pressure on a lot of people. Many are in danger of losing their jobs or having to get by with less or even no income at all, while financial expenses and obligations still have to be met.

This led to the 22 March announcement by Federal Minister of Finance Alexander De Croo, the National Bank of Belgium and Febelfin, that financial support would be available to individuals and businesses suffering financial difficulties due to the coronavirus outbreak. This includes the possibility of applying for a repayment holiday of up to six months for mortgages and business loans, without incurring any bank charges or penalties.

The measure is part of a package put together by the federal Minister and Febelfin, with separate support schemes for those having difficulties repaying their mortgages or business loans.

We’re working hard on implementing these support measures and will provide more details in the days ahead.

What if my employer has decided to close my place of work for three weeks and I’m worried about making my monthly loan repayments?

Can I use an arranged overdraft to overdraw my current account?

This isn’t available as standard. You can only go overdrawn on your account if you’ve linked a KBC Budget Facility to it. If you’re having financial problems difficulties in repaying your loans with us, contact your KBC branch (by phone or e-mail), your usual contact or KBC Live to see how we can help.

Am I eligible for a home loan repayment holiday?

Can I take a loan repayment holiday?

Can I temporarily spread my credit card repayments instead of having to repay the whole amount at once?

You can only spread your repayments if you have a credit card linked to a credit facility (KBC Flex Budget).

What should I do if I’m unable to pay my bills?

You should contact those billing you to see if the payments can be postponed.

If you’re having difficulty making your monthly loan repayments because you’re temporarily unemployed or had to close your business, make an appointment with your KBC branch (by phone or e-mail) or get in touch with your regular contact or KBC Live to see how we can help.

Repaying a loan has left my bank account empty. What can KBC do?

If you’re having difficulty making your monthly loan repayments because you’re temporarily unemployed or had to close your business, make an appointment with your KBC branch (by phone or e-mail) or get in touch with your regular contact or KBC Live to see how we can help.

Can I apply for a personal or bridging loan online to get through these difficult times, what are the eligibility criteria and, if I’m eligible, how soon would the money be on my account?

If you’re having difficulty making your monthly loan repayments because you’re temporarily unemployed or had to close your business, make an appointment with your KBC branch (by phone or e-mail) or get in touch with your regular contact or KBC Live to see how we can help. That includes the option of taking out another loan, which may be the best solution for you.

Eligibility for this depends on the type of loan. If you are eligible to take out another loan, the money can be made available to you quite quickly.

I bought a new home at the end of 2019, but still haven’t sold my old one. Where do I stand with my bridging loan?

If you’re having difficulty repaying your bridging loan because you’re temporarily unemployed or had to close your business, make an appointment with your KBC branch (by phone or e-mail) or get in touch with your usual contact or KBC Live to see how we can help.

Does my mortgage loan come with guaranteed housing insurance and, if so, how do I activate this insurance?

Free guaranteed housing insurance is a Flemish government initiative. Strict conditions apply. If you fulfil them, you can activate the insurance through the insurer, Ethias.

We only give the necessary documents to customers who have taken out a home loan and might be eligible for this insurance. You have to activate the insurance yourself by no later than one year after taking out your home loan.

If you have activated guaranteed housing insurance, you should contact Ethias to see what they can do for you in the current circumstances.

See the Flemish government’s website to learn more about guaranteed housing insurance (in Dutch).

Does the commitment fee for my home loan still apply if I have to put construction or renovation works on hold due to the coronavirus situation?

If you are unable to continue drawing on your home loan because the works have come to a standstill as a result of the coronavirus situation, make an appointment with your KBC branch (by phone or e-mail) or get in touch with your usual contact or %%adviescentrum% to see how we can help.

I’m considering buying a building plot/house/apartment, but having second thoughts due to the coronavirus situation. Is now the right time to buy with interest rates falling? Could the current situation have consequences for me later if I decide to buy now or should I put off buying for a while?

There’s no direct reason to postpone buying a building plot or home.
That said, the coronavirus situation does create a number issues that make the practicalities of actually going ahead with such a purchase difficult:

  • Is it possible to view properties?
  • Are there still notary publics available to draw up the necessary deeds?
  • How is the current situation affecting you financially and do you have enough financial breathing space to take out a home loan?

If you have specific questions about this, make an appointment with your KBC branch (by phone or e-mail) or get in touch with your usual contact or KBC Live to see how we can help.

Do I still have to pay the commitment fee for my home loan now that the construction or renovation work on my home has come to a standstill due to the coronavirus situation?

If you are unable to continue drawing on your home loan because the works have come to a standstill as a result of the coronavirus situation and you are subsequently charged a commitment fee, make an appointment with your KBC branch (by phone or e-mail) or get in touch with your usual contact or KBC Live to see how we can help.

Can the period for drawing on a home loan be extended free of charge now that the works on my home have come to a standstill due to the coronavirus situation?

The standard period for drawing down a home loan is 24 months (two years after the loan deed has been executed). If you’re nearing this deadline with your home loan, make an appointment with your KBC branch (by phone or e-mail) or get in touch with your usual contact or KBC Live to see how we can help.

Insurance

Can I still travel abroad?

Follow official guidelines available on the Belgian federal public health authorities website.

I have to postpone my trip due to the coronavirus. Does my insurance cover the cancellation costs?

No. The coronavirus outbreak is not a valid reason for cancelling your trip. Epidemics are not covered by our travel cancellation insurance policies.

We recommend that you contact your travel agency, tour operator or transport operator to enquire about a possible cancellation. If you organised your trip yourself, you must contact the various service providers (like the airline and hotel) to check the options available. Accommodation costs are subject to the hotel’s general conditions. Some hotels have very lenient cancellation policies, allowing you to cancel your reservation free of charge up to the last minute, while others will charge you for the first night in the event of a no-show. If you received a generous discount because you booked your trip very early, you generally won’t be able to cancel it for any reason.

Learn more about our cancellation insurance.

Does my assistance insurance cover the coronavirus?

If you become ill or are injured abroad, KBC will pay the costs of your medical care, hospital accommodation expenses and any transport costs necessary for the purpose of arranging care. These costs will be covered up to the sum insured specified in the policy (once the cover provided by the health insurance fund has been exhausted).

KBC will take care of your repatriation to Belgium, if your medical condition so requires.

When, how and where you are taken will be judged exclusively in accordance with this medical condition and in consultation with the doctor in attendance.

For all epidemics, including the coronavirus, KBC will always need to follow the rules and regulations imposed by the local authorities (like access to cities or hospitals) and comply with the sanitary and hygiene standards and regulations issued by the competent bodies (including quarantine).

Learn more about our assistance insurance.

How do I file a hospitalisation claim for myself or a family member with KBC?

  • Use our KBC Mobile and KBC Touch apps
  • Call us on 0800 90 068: Monday to Friday from 8 a.m. to 12 noon and from 1 p.m. to 5 p.m.
KBC Mobile KBC Touch
  1. Log in to KBC Mobile on your phone
  2. Tap ‘More’ at the bottom right and then ‘Family’
  3. Select your hospitalisation insurance to go to ‘Manage’ and start filing your claim
  4. See immediately whether your expenses are covered
  1. Log in to KBC Touch on your laptop or tablet
  2. Go to ‘Family’
  3. Select your hospitalisation insurance and start filing your claim
  4. See immediately whether your expenses are covered

Savings and investments

Should I leave my savings where they are or are there alternatives?

There are indeed alternatives. Make an appointment with one of our wealth management experts to see which ones suit you and your risk profile best. Just get in touch with your usual contact or KBC Live for more help with this.

Is the coronavirus outbreak affecting my investments and should I be changing them accordingly?

Current market conditions are definitely having an impact on your investments. How much depends on your investments and whether they’re capital-protected, as many of our investment products are.

Make an appointment with one of our wealth management experts to find out whether you should change your current investment strategy. Just get in touch with your usual contact or KBC Live for more help with this.

Can I make an appointment with an adviser who specialises in share investments?

Our KBC branches don’t have this type of adviser, but you can find lots of information on our online investment platform, Bolero.

Can I stop my regular monthly investment and is that a good idea?

You can stop monthly investments. Whether that’s a good idea depends on your personal situation and for how long you think you’ll need the money you usually invest every month. The current slump in share prices also provides opportunities for the longer term, as you get more units of your investment for your money. Be sure to discuss this with one of our wealth management experts. Just get in touch with your usual contact or KBC Live for more help with this.

Why is my pension savings fund losing value?

A pension savings fund invests in shares and bonds, both of which have a daily market price that fluctuates according to market conditions.

At KBC, we have two types of pension savings funds. One has more shares than bonds, while the other has more bonds than shares.

Talk to one of our wealth management experts to find out more about your personal situation. Get in touch with your usual contact or KBC Live for more help with this.

Is it still advisable to keep paying into my pension savings fund or should I stop doing so?

You can stop paying into your fund if you wish. Whether that’s a good idea depends on your personal situation. The current slump in share prices also provides opportunities for the longer term, as you get more units of your investment for your money. Be sure to discuss this with one of our wealth management experts. Just get in touch with your usual contact or KBC Live for more help with this.

Will I lose a lot of money if my pension savings plan ends now?

There are two ways you can save for your pension. You can take out guaranteed-interest life insurance contract which matures when you turn 65. The fixed interest rate you get with this type of product means you won’t lose money on it.

Another way to save for retirement is through a pension savings fund. A pension savings fund consists of shares and bonds, both of which have a daily market price that fluctuates according to market conditions.

Although current market conditions are causing pension savings funds to lose value, they don’t have a maturity date. That means you can let your investment run after you turn 65, even if you’re no longer allowed to make deposits. That way, you can cash it in later under better market conditions.

Talk to one of our wealth management experts to find out more about your personal situation. Get in touch with your usual contact or KBC Live for more help with this.

Can I transfer the money I’ve saved in my Pricos pension savings plan to a pension savings fund offering capital protection, and is that a good idea?

Current market conditions have clearly had an impact on your retirement savings. You could switch to a pension savings fund with fewer units if you wish, but that would have financial consequences when the markets start picking up again.

You can only switch to pension savings funds that offer capital protection after paying the final tax on your pension savings, which is usually when you turn 60.

If you want to see whether it’s worthwhile changing something now, get in touch with your usual contact or KBC Live.

Can I withdraw my pension savings now or is it already too late, and is it a good idea anyway?

Current market conditions have clearly already had an impact on your retirement savings. If you withdraw your investment now, it may have tax consequences. You should only do it after paying the final tax on your pension savings, which is usually when you turn 60.

Pension savings funds don’t have a maturity date, so you can leave your money in them until such time as the markets start recovering.

If you want to see whether it’s worthwhile changing something now, get in touch with your usual contact or KBC Live.

Is it a good time to buy shares, who can advise me and can I buy them myself?

When markets experience significant fluctuations – like they are now – opportunities arise. Even so, such situations also require extra vigilance. Check out the latest news and views from our experts and strategists to see how the coronavirus is affecting investments.

Our KBC branches don’t have this type of adviser, but you can find lots of information on our online investment platform, Bolero.

Will I lose a lot of money if my retirement savings end now?

There are two ways you can save for your pension. You can take out guaranteed-interest life insurance contract which matures when you turn 65. The fixed interest rate you get with this type of product means you won’t lose money on it.

Another way to save for retirement is through a pension savings fund. A pension savings fund consists of shares and bonds, both of which have a daily market price that fluctuates according to market conditions.

Although current market conditions are causing pension savings funds to lose value, they don’t have a maturity date. That means you can let your investment run after you turn 65, even if you’re no longer allowed to make deposits. That way, you can cash it in later under better market conditions.

Talk to one of our wealth management experts to find out more about your personal situation. Get in touch with your usual contact or KBC Live for more help with this.

Can I transfer the money I’ve saved in my Pricos pension savings plan to a pension savings fund offering capital protection, and is that a good idea?

Current market conditions have clearly had an impact on your retirement savings. You could switch to a pension savings fund with fewer units if you wish, but that would have financial consequences when the markets start picking up again.

You can only switch to pension savings funds that offer capital protection after paying the final tax on your pension savings, which is usually when you turn 60.

If you want to see whether it’s worthwhile changing something now, get in touch with your usual contact or KBC Live.

Can I withdraw my pension savings now or is it already too late, and is it a good idea anyway?

Current market conditions have clearly already had an impact on your retirement savings. If you withdraw your investment now, it may have tax consequences. You should only do it after paying the final tax on your pension savings, which is usually when you turn 60.

Pension savings funds don’t have a maturity date, so you can leave your money in them until such time as the markets start recovering.

If you want to see whether it’s worthwhile changing something now, get in touch with your usual contact or KBC Live.

Can’t find what you’re looking for?

Send your questions to corona@kbc.be and we’ll help you to the very best of our ability.

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