Coronavirus: frequently asked questions

Coronavirus: frequently asked questions

Quick links

Need to make an appointment?

Due to coronavirus (Covid-19), you can currently only make appointments by phone. Feel free to contact one of our experts at KBC Live or a branch in your area.

We're planning phone and video chat appointments as much as possible. However, should you exceptionally need to come to your branch or agency in person, we’ll make sure that your visit takes place under the safest possible conditions.

Have questions or concerns about the coronavirus outbreak affecting your financial situation? E-mail us at corona@kbc.be or call us on 02 448 02 44 for more help.

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

Using our services

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.

Please be aware that appointments are currently being spread out, so waiting times may be longer than normal. Please accept our apologies for any inconvenience this might cause.

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

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.

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.

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

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

You can only transfer money or set up a standing order to transfer money from your savings account to a savings account held at KBC in the name of:
- the same account holder(s)
- the (married or legally cohabiting) partner, child(children) and/or parent(s) of (all) the account holder(s)
- a combination of the above
- a grandchild of (all) the account holder(s)
Transferring money to the accounts of others, or to accounts held at another bank, is not possible. To do that, you must first transfer the relevant amount to your own current account and then transfer it from there to the other person's account.

Unfortunately, we are unable to cancel transfers to a KBC account number or instant credit transfers once they've been made. We are also unable to cancel any payments you have made on a website. In such cases, you are advised to contact the beneficiary of the transfer yourself.

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Debit cards

Yes, you can carry out this type of transfer in KBC Touch, but not in KBC Mobile . See how:
https://www.kbc.be/retail/en/products/payments/self-banking/on-your-tablet-or-pc/what-touch-can-do/pay-and-transfer.html
 

Credit cards

If you notice a payment on your statement that you or a family member definitely did not make or payment has been made using your lost or stolen credit card, submit a complaint to Worldline at www.mijnkaart.be (Dutch) or www.macarte.be (French). You have a maximum of three months to do this after your statement date.

If you wish to dispute an amount that has been charged for a purchase you didn't make, if you've received a damaged item and the online store won't send a replacement, or you bought something online but it never arrived, you can submit a complaint up to 120 days after the date of purchase. However, you must be able to show that you have tried to find a solution with the merchant first.

Find out more by calling Worldline on + 32 2 205 85 85.
 

You don’t need to do anything. When compiling the monthly billing statement, Worldline will refund this amount to your current account.

If you'd rather not wait until then, you can transfer this amount to your current account yourself using KBC Touch. Be sure to only transfer the amount above the limit, otherwise you'll have to pay charges and interest.

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.

The government, the National Bank of Belgium and Febelfin came up with measures in 2020 and 2021 for providing financial support to individuals and businesses suffering financial difficulties due to the coronavirus outbreak.
The terms and conditions for the financial support provided by banks were laid down in two separate charters.
These relief measures are now coming to an end and the application periods have closed.

It is now no longer possible to apply for these relief measures.

If you're having difficulty making your monthly loan repayments, 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.

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.

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

If you’re having difficulty making your monthly loan repayments, 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.

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.

Insurance

If you’re admitted to hospital with a coronavirus infection, you’re covered by your hospitalisation insurance policy. Admission to a Belgian hospital is always covered by the policy.

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). Government measures in other countries may delay us in helping you.

Learn more about our assistance insurance.

Cover for hospitalisation abroad depends on the general conditions of your policy. Under the current conditions, (a limited part of) the cost is covered. Even if you have travelled to a high-risk area against Foreign Office advice, we’ll still help pay for hospitalisation due to a coronavirus infection as specified in the general conditions.

Please bear in mind that our services may be disrupted.
The exceptional circumstances of the global Covid-19 pandemic are also having an impact on our services in Belgium and abroad. We are doing our utmost to help customers as quickly as possible if their vehicle breaks down, provided all the related measures in place are respected.

Nevertheless, technical and/or medical assistance may still be delayed, made impossible or even refused by the local authorities and our partners. If you breakdown and a VAB patrol member comes to assist you, keep the following in mind:

Wear a face covering as soon as our patrol member arrives and keep it on during the entire time that assistance is provided. Respect the 1.5 metre distancing rule as far as is practicably possible.

Limit the number of people who come into contact with the patrol member as much as possible.

Our travel cancellation insurance policies don’t cover cancelled flight costs. You should contact the travel agency, tour operator or airline to ask them whether you can get a refund or change or postpone your trip.

The European regulations impose specific obligations on airlines based in the European Union. See the Federal Public Service for Economic Affairs website (in Dutch or French) to learn more about your rights when an airline cancels your flights.

Our travel cancellation insurance policies don’t cover cancelled trip expenses. You should contact the travel agency, tour operator or transport operator to ask them whether you can get a refund or change or postpone your trip.

There are statutory protections in place for package holidays. See the Federal Public Service for Economic Affairs website (in Dutch or French) to learn more about your rights when a travel organisation cancels your trip.

No, the outbreak of the coronavirus in the country that you're planning to travel to from Belgium, a travel warning issued by the Belgian authorities (general travel ban in Belgium) or a ban on entering the country you're going to due to the coronavirus is not a valid reason for cancelling your trip.

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.

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

Savings and investments

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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 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.

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.

KBC Mobile:

  1. Tap ‘‫‫‫‫‫‫‫‫‫ֹ‬‬‬‬‬‬‬‬‬Investments’ at the bottom‬‬‬‬‬‬‬‬‬
  2. Go to ‘More’ at the top right
  3. Press ‘Periodic investments’
  4. Select the investment plan you want to change
  5. Open ‘Manage’
  6. Hit ‘Automatic payments’
  7. Change your plan and tap ‘Continue’

KBC Touch:

  1. Open ‘Savings & investments’ on the left
  2. Go to ‘More’ at the top centre
  3. Hit ‘Automatic payments’
  4. Select the order you want to change, then edit and sign it

Tip: If you have several orders, just go to ‘More > Periodic investments’ to see them all together and find the one you’re looking for.

KBC Mobile:

  1. Tap ‘‫‫‫‫‫‫‫‫‫ֹ‬‬‬‬‬‬‬‬‬Investments’ at the bottom‬‬‬‬‬‬‬‬‬
  2. Press the plus (+) icon
  3. Select ‘I want to invest’
  4. Hit ‘Invest your spare change’

KBC Mobile:

  1. Tap ‘‫‫‫‫‫‫‫‫‫ֹ‬‬‬‬‬‬‬‬‬Investments’ at the bottom‬‬‬‬‬‬‬‬‬
  2. Go to ‘More’ at the top right
  3. Press ‘Periodic investments’
  4. Select the investment plan you want to change
  5. Open ‘Manage’
  6. Hit ‘Automatic payments’
  7. Change your plan and tap ‘Continue’

You can open a pension savings plan using KBC Mobile in just five easy steps. You can also easily ask for our advice before doing so if you want to.

Find out why you need a investment profile and create one now using KBC Touch.

Check out our frequently asked questions to find out all about signing digital documents.

It may indeed be a good idea to do that now through a pension savings fund. The stock and bond markets have reacted negatively to the coronavirus crisis. This has caused the unit price of pension savings funds, which invest in a mix of shares and bonds, to drop substantially since the start of this year. That means you’ll get a lot more units for your money now than you would have earlier this year.

It’s difficult to say whether now is the time to do this without knowing how the financial markets will perform between now and the end of 2022. In any case, to get full tax relief you must ensure that your most tax-efficient amount of either 990 euros (30% tax break) or 1,270 euros (25% tax break) has been paid in by the end of the year.

If you’d like personal advice, just get in touch with your usual contact or KBC Live.

If you’d like to pay the most tax-efficient amount into your pension savings plan, simply:

  1. Open KBC Mobile
  2. Tap ‘‫‫‫‫‫‫‫‫‫ֹ‬‬‬‬‬‬‬‬‬Investments’ at the bottom‬‬‬‬‬‬‬‬‬
  3. Go to ‘Tax-advantaged savings and investments’
  4. Select your pension savings account
  5. Press the blue button at the bottom right
  6. Choose the maximum amount eligible for tax relief (you won’t be able to do this if you’ve already opted for the highest amount)
  7. Tap ‘Continue’
  8. Hit ‘Sign’

If you had already set up your monthly standing order, the blue button may be temporarily unavailable and your order is being processed. Once that’s been done, the blue button will appear again.

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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